IT Support Included with the Business User Pack
Give your team access to reliable remote support, routine Microsoft 365 administration and practical help with the day-to-day issues that interrupt work.
A Predictable Allowance for Day-to-Day IT Support
Each Business User Pack includes 30 minutes of pooled remote IT support per licensed user, every month.
The time is combined into one shared allowance for the organisation, so it can be used wherever support is needed rather than being restricted to individual employees.
This provides a predictable level of routine support that grows with your team, while larger projects, physical repairs and specialist work can be handled separately where required.
Support Capacity That Grows with Your Business
10 Users
300 minutes per month
Five hours of pooled remote support for routine user assistance, Microsoft 365 administration and day-to-day troubleshooting.
20 Users
600 minutes per month
Ten hours of pooled remote support, shared flexibly across users and managed computers.
30 Users
900 minutes per month
Fifteen hours of pooled remote support, giving larger teams more capacity for routine IT needs.
Unused support time expires at the end of each month. Additional support can be provided where requirements exceed the included allowance.
Routine Remote Support and Administration
Password and MFA Assistance
Help with password resets, account access and multifactor authentication issues.
Microsoft 365 Support
Assistance with Outlook, Teams, OneDrive, SharePoint and supported Microsoft 365 applications.
Windows User Issues
Remote diagnosis and support for routine Windows problems affecting managed computers.
Printer and Peripheral Support
Basic troubleshooting for existing printers, screens, docks and approved peripherals.
User and Mailbox Administration
Routine mailbox changes, permissions, distribution groups and standard account administration.
Everyday Guidance
Practical help with ordinary “how do I?” questions and using existing approved systems.
Routine User Changes Handled Consistently
New User Accounts
Standard user accounts, Microsoft 365 services and agreed security tools can be provisioned as part of the onboarding process.
Role and Access Changes
Routine permissions and access can be adjusted when employees change roles or responsibilities.
Secure Offboarding
Departing-user accounts can be disabled, access revoked and data requirements reviewed.
Microsoft licences, new hardware, substantial data migration, onsite setup and specialist application work may be charged separately.
Some Work Does Not Reduce Your Support Allowance
The Business User Pack is more than a bank of support time. Routine monitoring and management are part of the managed service itself.
KES carries out routine platform management, monitoring and initial alert review in the background.
These activities do not normally reduce the customer’s pooled support allowance because they form part of the underlying managed service.
Managed activities include:
- Patch deployment and monitoring
- Backup-status monitoring
- Initial endpoint-security alert review
- Maintaining management and security agents
- Routine service-health checks
- Initial verification of automated containment
Support During KES Standard Service Hours
Standard Business User Pack support is provided Monday to Friday, from 8:00am to 5:30pm, excluding public holidays.
Remote Support First
Most routine issues are investigated remotely, allowing KES to respond efficiently without waiting for an onsite visit.
Automated Protection Continues
Backups, monitoring, antivirus, EDR and automated containment continue operating outside normal support hours.
Out-of-hours support is not included unless a separate extended-hours or emergency-support agreement is in place.
Support Allowance Does Not Mean Every IT Cost Is Included
The pooled allowance is intended for ordinary remote user support and routine administration. Other work may require a separate quotation or charge.
Hardware and Physical Repairs
Replacement parts, physical repairs, workshop work and equipment costs are not included.
Onsite Attendance
Onsite visits, travel and physical installation work are handled separately unless specifically agreed.
Projects and Migrations
Office moves, major upgrades, migrations and new-system implementations are scoped separately.
Major Recovery Work
Bulk restoration, tenant reconstruction, disaster recovery and major incident remediation may be chargeable.
Specialist Consultancy
Structured training, strategy work and specialist application projects are outside routine support.
Unsupported Equipment
Obsolete, unsupported or personally owned equipment may fall outside the standard support scope.
Diagnosis Can Be Included. Repair and Replacement Are Separate.
KES can use the support allowance to diagnose a suspected hardware issue remotely and help identify the likely cause.
However, failed components, replacement equipment, physical repair work and emergency attendance are not included within the pooled support allowance.
Examples handled separately:
- Failed hard drives or graphics cards
- Broken screens or keyboards
- Replacement laptops or desktops
- Collection and delivery
- Manufacturer repair charges
- Weekend or emergency attendance
Support Backed by Managed Technology and Security
Microsoft 365 Business Premium
Managed business email, productivity tools, identity protection and device-management capabilities.
Learn more →Managed Device Security
Encryption, compliance, patching and management for included computers.
Learn more →Business User Pack Onboarding
A structured process for bringing users, devices and security services under management.
Learn more →Remote Monitoring and Management
Proactive monitoring, maintenance and secure remote-support access.
Learn more →Endpoint Backup
Protection for agreed user-profile data on managed computers.
Learn more →Business User Pack
See how support, Microsoft 365, security, backup and device management fit together.
View the complete package →Still Relying on Ad Hoc IT Support?
We can review your current support arrangement and show you how pooled support, proactive management and consistent security can reduce disruption.
Business User Pack IT Support FAQs
How much IT support is included?
Each licensed user contributes 30 minutes per month to a pooled remote-support allowance shared across the organisation.
Does unused support time roll over?
No. The allowance resets each month so it remains aligned with the current number of licensed users.
Is onsite support included?
Onsite attendance is not included within the standard pooled support allowance and is quoted or charged separately.
Are hardware repairs included?
Remote diagnosis may use the support allowance, but replacement parts, equipment and physical repair work are separate.
What are the standard support hours?
Monday to Friday, 8:00am to 5:30pm, excluding public holidays.
Does monitoring use our support time?
Routine monitoring, patching, backup supervision and initial security-alert review do not normally reduce the support pool.
Can we buy additional support?
Yes. Additional support or project work can be provided where the included monthly allowance is not sufficient.