Rates and Charges
(ex GST)
Casual standard rates* | ||
| Business hours support | $150.00/hour | 8:30am to 5:30pm (Mon – Fri) |
| After hours support | $180.00/hour | available upon request |
Prepaid block of hours* | ||
| 10 hours block | $142.50/hour | $1425.00 (5% discount) |
| 20 hours block | $135.00/hour | $2700.00 (10% discount) |
| 50 hours block | $127.50/hour | $6375.00 (15% discount ) |
Fixed price managed IT support plans
Managed Support | Basic | Standard | Premium |
| Servers (Windows/Linux/MacOS) | As per SLA | As per SLA | As per SLA |
| Desktops/Laptops/Tablets | As per SLA | As per SLA | As per SLA |
| Network Devices (Routers/Firewalls) | As per SLA | As per SLA | As per SLA |
| Printers & Multifunctions | As per SLA | As per SLA | As per SLA |
| Included Support | |||
| Remote support (business hours) | Unlimited | Unlimited | Unlimited |
| Onsite support (business hours) | As per SLA | As per SLA | As per SLA |
| After hours remote support | As per SLA | As per SLA | As per SLA |
<table><!-- [et_pb_line_break_holder] --><tbody><!-- [et_pb_line_break_holder] --><tr><!-- [et_pb_line_break_holder] --><td class="bg4" width="40%"><strong>Guaranteed Response Time</strong></td><!-- [et_pb_line_break_holder] --><td width="20%"></td><!-- [et_pb_line_break_holder] --><td width="20%"></td><!-- [et_pb_line_break_holder] --><td width="20%"></td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><tr><!-- [et_pb_line_break_holder] --><td>Priority 1 - Critical</td><!-- [et_pb_line_break_holder] --><td>2 hours</td><!-- [et_pb_line_break_holder] --><td>1 hour</td><!-- [et_pb_line_break_holder] --><td>30 mins</td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><tr class="bg2"><!-- [et_pb_line_break_holder] --><td>Priority 2 - High</td><!-- [et_pb_line_break_holder] --><td>4 hours</td><!-- [et_pb_line_break_holder] --><td>2 hours</td><!-- [et_pb_line_break_holder] --><td>1 hours</td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><tr><!-- [et_pb_line_break_holder] --><td>Priority 3 - Medium</td><!-- [et_pb_line_break_holder] --><td>24 hours</td><!-- [et_pb_line_break_holder] --><td>8 hours</td><!-- [et_pb_line_break_holder] --><td>4 hours</td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><tr class="bg2"><!-- [et_pb_line_break_holder] --><td>Onsite for Critical issues</td><!-- [et_pb_line_break_holder] --><td>4 hours</td><!-- [et_pb_line_break_holder] --><td>4 hours</td><!-- [et_pb_line_break_holder] --><td>4 hours</td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><!-- [et_pb_line_break_holder] --></tbody><!-- [et_pb_line_break_holder] --></table>
<table><!-- [et_pb_line_break_holder] --><tbody><!-- [et_pb_line_break_holder] --><tr><!-- [et_pb_line_break_holder] --><td class="bg4" width="40%"><strong>Backup & Recovery</strong></td><!-- [et_pb_line_break_holder] --><td width="20%"></td><!-- [et_pb_line_break_holder] --><td width="20%"></td><!-- [et_pb_line_break_holder] --><td width="20%"></td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><tr><!-- [et_pb_line_break_holder] --><td>Daily backup monitoring</td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><tr class="bg2"><!-- [et_pb_line_break_holder] --><td>Onsite backup management/recovery</td><!-- [et_pb_line_break_holder] --><td> As per SLA </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><tr><!-- [et_pb_line_break_holder] --><td>Online backup management/recovery</td><!-- [et_pb_line_break_holder] --><td>As per SLA </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><tr class="bg2"><!-- [et_pb_line_break_holder] --><td>Disaster recovery services</td><!-- [et_pb_line_break_holder] --><td>As per SLA </td><!-- [et_pb_line_break_holder] --><td>As per SLA </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --></tbody><!-- [et_pb_line_break_holder] --></table>
<table><!-- [et_pb_line_break_holder] --><tbody><!-- [et_pb_line_break_holder] --><tr><!-- [et_pb_line_break_holder] --><td class="bg4" width="40%"><strong>Endpoint Security & Protection</strong></td><!-- [et_pb_line_break_holder] --><td width="20%"></td><!-- [et_pb_line_break_holder] --><td width="20%"></td><!-- [et_pb_line_break_holder] --><td width="20%"></td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><tr><!-- [et_pb_line_break_holder] --><td>Antivirus software & monitoring </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><tr class="bg2"><!-- [et_pb_line_break_holder] --><td>Ransomware protection solution </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><tr><!-- [et_pb_line_break_holder] --><td>Patch management </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><tr><!-- [et_pb_line_break_holder] --><td>Web protection</td><!-- [et_pb_line_break_holder] --><td> As per SLA </td><!-- [et_pb_line_break_holder] --><td> As per SLA </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --></tbody><!-- [et_pb_line_break_holder] --></table>
<table><!-- [et_pb_line_break_holder] --><tbody><!-- [et_pb_line_break_holder] --><tr><!-- [et_pb_line_break_holder] --><td class="bg4" width="40%"><strong>Performance & Maintenance</strong></td><!-- [et_pb_line_break_holder] --><td width="20%"></td><!-- [et_pb_line_break_holder] --><td width="20%"></td><!-- [et_pb_line_break_holder] --><td width="20%"></td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><tr><!-- [et_pb_line_break_holder] --><td>Proactive monitoring & alerting</td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><tr class="bg2"><!-- [et_pb_line_break_holder] --><td>Scheduled maintenance</td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><tr><!-- [et_pb_line_break_holder] --><td>Remote management tools</td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><tr class="bg2"><!-- [et_pb_line_break_holder] --><td>Asset tracking</td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --></tbody><!-- [et_pb_line_break_holder] --></table>
<table><!-- [et_pb_line_break_holder] --><tbody><!-- [et_pb_line_break_holder] --><tr><!-- [et_pb_line_break_holder] --><td class="bg4" width="40%"><strong>User Account & Access Control</strong></td><!-- [et_pb_line_break_holder] --><td width="20%"></td><!-- [et_pb_line_break_holder] --><td width="20%"></td><!-- [et_pb_line_break_holder] --><td width="20%"></td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><tr><!-- [et_pb_line_break_holder] --><td>User account management</td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><tr class="bg2"><!-- [et_pb_line_break_holder] --><td>Access control & permission</td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --></tbody><!-- [et_pb_line_break_holder] --></table>
<table><!-- [et_pb_line_break_holder] --><tbody><!-- [et_pb_line_break_holder] --><tr><!-- [et_pb_line_break_holder] --><td class="bg4" width="40%"><strong>Vendor Assistance</strong></td><!-- [et_pb_line_break_holder] --><td width="20%"></td><!-- [et_pb_line_break_holder] --><td width="20%"></td><!-- [et_pb_line_break_holder] --><td width="20%"></td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><tr><!-- [et_pb_line_break_holder] --><td>Line of business application </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><tr class="bg2"><!-- [et_pb_line_break_holder] --><td>Computer hardware & network devices </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --><tr><!-- [et_pb_line_break_holder] --><td>Internet service provider </td><!-- [et_pb_line_break_holder] --><td> As per SLA </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --><td><i class="fa fa-check" aria-hidden="true"></i> </td><!-- [et_pb_line_break_holder] --></tr><!-- [et_pb_line_break_holder] --></tbody><!-- [et_pb_line_break_holder] --></table>
Add-on services & apps | |
| Managed antispam solution (99% spam blocking) | Contact us |
| Email backup solution (Unlimited storage, 25 years retention) | Contact us |
| Enterprise grade managed antivirus & antispyware | Contact us |
| Guaranteed hybrid managed backup solution for servers | Contact us |
| Guaranteed hybrid managed backup solution for desktops | Contact us |
| Comprehensive managed firewall solution | Contact us |
Minimum requirements |
| In order to qualify for a managed support service all network environment must meet our minimum requirements*: |
| All Servers with Microsoft Operating Systems must be running Windows Server 2012 or later , and have all of the latest Microsoft Service Packs and Critical Updates installed. Non-Microsoft Servers must meet similar OS-Specific requirements. |
| All Desktop PC’s and Notebooks/Laptops with Microsoft Operating Systems must be running Windows 8 Pro or later, and have all of the latest Microsoft Service Packs and Critical Updates installed. All Non-Microsoft PC’s and Notebooks/Laptops must meet similar OS-Specific requirements. |
| All Server and Desktop Software must be Genuine, Licensed and Vendor-Supported. |
| The environment must have a currently licensed, up-to-date and Vendor-Supported Server-based Antivirus Solution protecting all Servers, Desktops, Notebooks/Laptops, and Email. |
| The environment must have a currently licensed, up-to-date and Vendor-Supported Anti-Spam Solution. |
| The environment must have a currently licensed, Vendor-Supported Server or Network-based Backup Solution. |
| The environment must have a currently licensed, Vendor-Supported Firewall between the Internal Network and the Internet. |
* Client will be billed to bring the environment up to these minimum standards.
* All prepaid block of hours credit expire in 12 months.
* Response time for prepaid block of hours is 2 hours for critical and 4 hours for non critical issues.
* Response time for casual support is 4 hours for remote and 24 hours for onsite support.