Managed IT Support — Pricing FAQs

How do you price managed IT — per user or per device?

Mostly per user for simplicity; servers and shared devices are itemised if present.

What affects my monthly price the most?

Security level (EPP/EPDR/XDR), support model (pooled vs unlimited), device count, and any compliance needs.

Do you include Microsoft 365 licences?

Business includes Business Premium; Premium includes E3. Essentials excludes Microsoft 365 by default.

Is project work included?

No — migrations, rollouts, and major remediations are quoted and scheduled separately.

What counts as a “project” vs support?

Planned, non-break/fix changes (e.g., email migration, firewall refresh) = project.

Do you charge on-site fees?

Occasional on-site is included in Premium; otherwise travel/time may apply and will be agreed in advance.

Can you support third-party line-of-business apps?

We liaise with vendors and handle triage; deep vendor support contracts remain with you/the vendor.

Do you offer out-of-hours support?

Available as an add-on or included in specific agreements — tell us your requirements.

What’s your response time?

We publish target SLAs and monthly performance in your service report.

How do you handle joiners/leavers?

A standard workflow with approvals, identity setup, devices, and data access — all tracked in Autotask.

Where is my data stored?

In the relevant vendor’s regional data centres. We’ll discuss data-residency options during scoping.

How do you help with cyber-insurance questionnaires?

We map controls to insurer checklists and provide evidence (backup, MFA, patching, EDR reports).

Can we start on Essentials and upgrade later?

Yes — we’ll plan a pragmatic, staged roadmap to standardise over time.

What’s the minimum term?

Typically 12 months for managed services; projects can be one-off.

What happens if we’re not happy?

Clear service levels, monthly reviews, and a fair exit process for handover if needed.