Support options
Choose the level of support that fits your business
All packages are designed for straightforward, ongoing support with clear boundaries, sensible response targets, and no pretending to be a giant 24/7 helpdesk.
Cyber Essentials support is included where shown, and certification fees are charged separately.
Packages
Three levels of support
Good foundation
Essential
Small businesses that want dependable support and a safer baseline
Most popular
Secure
Small businesses that want support plus stronger day-to-day security
Best for higher security needs
Managed Security+
Businesses that need a more security-led and strategic managed service
Included in every package
- Remote IT support
- Support hours: Monday to Friday, 9:00am to 5:30pm
- Monitoring and patching
- Microsoft 365 user admin
- Joiners and leavers
- MFA enforcement
- Microsoft 365 backup
- Password manager
- Basic documentation
| Added protection and management | Essential Good foundation | Secure Most popular | Managed Security+ Best for higher security needs |
|---|---|---|---|
| Remote IT support | |||
| Support hours | Monday–Friday, 9:00–5:30 | Monday–Friday, 9:00–5:30 | Monday–Friday, 9:00–5:30 |
| Monitoring and patching | |||
| Microsoft 365 user admin | |||
| Joiners and leavers | |||
| MFA enforcement | |||
| Microsoft 365 backup | |||
| Password manager | |||
| Basic documentation | |||
| Managed endpoint security | – | ||
| Email security filtering | – | ||
| DNS / web filtering | – | ||
| Security awareness training | – | ||
| Phishing simulation | – | ||
| Dark web monitoring | – | ||
| Intune / device management | – | ||
| Vulnerability scanning | – | – | |
| Advanced Microsoft 365 security management | – | – | |
| Cyber Essentials readiness support | – | – | |
| Strategic IT review | Light review | Twice yearly | Quarterly |
| Included onsite time | Up to 1 hour a month | Up to 2 hours a month | Up to 4 hours a month |
What is charged separately
The monthly support fee does not include everything. The following are normally charged separately unless explicitly included in your agreement:
- Microsoft 365 licences
- Backup storage where applicable
- Servers
- Firewalls
- Extra business sites
- Project work
- Major migrations
- New PC setup and deployment
- Hardware
- Out-of-hours work
- Excess onsite time
- Cyber Essentials certification fees
- Any service not explicitly listed as included
If your setup includes servers, multiple sites, specialist infrastructure, or higher backup requirements, these are priced separately so your monthly support stays clear and predictable.
Support hours and response targets
Support requests are prioritised based on impact and urgency.
- Critical issues
- response target within 1 hour
- High priority issues
- response target within 2 business hours
- Normal issues
- response target within 4 business hours
- Low priority issues
- response target within 1 business day
These are response targets, not guaranteed fix times. Some issues depend on third-party systems, software vendors, Microsoft services, or other factors outside direct control.
Support hours
Standard support is available Monday to Friday, 9:00am to 5:30pm, excluding bank holidays.
Monitoring, patching, backups, and security tools run 24/7. Human support does not.
Out-of-hours support can be arranged where needed and is charged separately.
Fair usage
These packages are designed for normal day-to-day IT support, maintenance, and the services listed above.
If something is not explicitly listed as included, it should be treated as excluded unless agreed otherwise in writing. This helps keep support clear, predictable, and fair for both sides.
Not sure which option fits?
If you are not sure which option is right for your business, I can talk it through with you and recommend the most suitable package based on how many users you have, how you work, whether Cyber Essentials certification matters to you, and how much support and security you actually need.