IT Support Packages


Which plan is best for you?

Ad hoc

Ad hoc is targeted to clients that need help with IT services maybe once or twice every six months, where IT is not critical or support is only required for very specific irregular activities. Suited to organizations with a very specific irregular need.


The basic service package provides a same day guarantee of support providing the request is logged before 1pm. It includes a monthly review meeting, access to ticketing system and support number direct to our bilingual engineers. The basic package provides two hours included within the base rate. This should cover an average of two on-site/remote support requests per month of up to an hour each.


The standard package provides a two hour support time for any request logged on or before 4pm. This package also includes both monthly meetings, ticket system and direct support number. In addition the standard package has an extra hour of inclusive support and access to our notification and monitoring services (up to five sensors) for hosting clients.


This package includes all the features of the above packages with an additional support hour and a guaranteed under two hour on-site support service level. This package also includes the option for system reporting where reasonable reporting needs will be met and documents produced during monthly meetings. For hosting clients this package will include up to ten free sensors from our alerts and monitoring package.

  Ad hoc Basic Standard Enterprise
Guaranteed service response No Same day Half day 2 hours
Access to support phone number Yes Yes Yes Yes
Optional additional hours at reduced rate No Yes Yes Yes
Monthly meeting No No Yes Yes
Access to support ticketing service No Yes Yes Yes
Monitoring services and notifications for hosted systems No No Yes Yes
Direct emergency support number No No No Yes
Monthly system reports No No No Yes
Monthly maintenance retainer for same-day response No Request a free quote »


Support style Business hours
Outside business hours/holidays
Onsite Request a free quote »
Remote / Phone / Email / Meeting

Find out more

  • Terms & Conditions
    • All times are billed in 30 minute increments with a minimum of 30 minutes for remote support and 1 hour for onsite, 2 hours offsite off-hour support. This support covers all infrastructure support including – Routers, Switches, Firewalls, VPNs, Wireless, UPS, Cabling, Racks, Servers, VPS, Workstations, Printers, Smartphones, as well as software installation, documentation, inventory updates, software migrations, updates, reporting vendor management, consulting and research.
    • Hourly charges for support are subject to an additional 33% charge on top of the standard charge when conducted outside of normal operating hours, where normal hours are between 9am and 6pm Monday to Friday excluding national holidays. This rate only applies to support and not to projects that are agreed on a fixed budget basis separately.
    • Clients may customize their particular package to suit their needs by adding additional free support hours at a reduced rate.
  • Projects
    • All projects estimates are based on hours predicted, but actual hours are billed. If the project hours run over the estimate, a client contact person will be notified.
  • Procurement & Vendor Management
    • 10% service and handling fee for all software and hardware.
  • Documentation
    • All pricing is also included in SLA agreement which defines the terms of software. With all SLA an NDA is also required.