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 |
| Guaranteed Response Time | |||
| Priority 1 - Critical | 2 hours | 1 hour | 30 mins |
| Priority 2 - High | 4 hours | 2 hours | 1 hours |
| Priority 3 - Medium | 24 hours | 8 hours | 4 hours |
| Onsite for Critical issues | 4 hours | 4 hours | 4 hours |
| Backup & Recovery | |||
| Daily backup monitoring | |||
| Onsite backup management/recovery | As per SLA | ||
| Online backup management/recovery | As per SLA | ||
| Disaster recovery services | As per SLA | As per SLA |
| Endpoint Security & Protection | |||
| Antivirus software & monitoring | |||
| Ransomware protection solution | |||
| Patch management | |||
| Web protection | As per SLA | As per SLA |
| Performance & Maintenance | |||
| Proactive monitoring & alerting | |||
| Scheduled maintenance | |||
| Remote management tools | |||
| Asset tracking |
| User Account & Access Control | |||
| User account management | |||
| Access control & permission |
| Vendor Assistance | |||
| Line of business application | |||
| Computer hardware & network devices | |||
| Internet service provider | As per SLA |
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.