Micro Business
(For organisations with 1–3 users only)
Micro Core
What this covers:
- Priority 1 incidents
- Identity & access emergencies
- Initial containment & guidance
- 1 hour Controlled Change Allowance per month
- 24-hour weekend coverage
Micro Plus
What this covers:
- Priority 1–2 incidents
- Identity & access issues
- Limited admin actions
- Up to 5 support requests per month
- 2 hours Controlled Change Allowance
Micro Resilience
What this covers:
- Priority 1–3 incidents
- Broader remediation authority
- Named escalation contact
- Monthly activity summary
- 4 hours Controlled Change Allowance
SME Out of Hours IT Support
Flat pricing designed for small and mid-sized businesses requiring reliable overnight, weekend and bank holiday cover.
SME Core
What this covers:
- Priority 1–2 incidents
- Security incidents & containment
- Identity & access emergencies
- Initial remediation within authority
- 3 hours Controlled Change Allowance
- 24-hour weekend coverage
SME Capacity
What this Covers:
- Priority 1–3 incidents
- Broader remediation authority
- Admin & access changes
- Monthly incident summaries
- 8 hours Controlled Change Allowance
SME Resilience
What this covers
- Priority 1–3 incidents
- Deeper investigation during coverage hours
- Named escalation contact
- Faster response targets
- Trend reporting
- 15 hours Controlled Change Allowance
MSP White-Label Out of Hours IT Support
Designed for Managed Service Providers requiring reliable out-of-hours coverage for their client base.
MSP Bronze
What this includes:
- Covers up to 10 end clients
- Priority 1–2 incidents
- Escalation support
- 5 hours Controlled Change Allowance
- Additional clients: £125 per month
MSP Bronze
What this includes:
- Covers up to 30 end clients
- Priority 1–3 incidents
- Remediation authority (pre-agreed scope)
- 15 hours Controlled Change Allowance
- Additional clients: £100 per month
MSP Gold
What this includes:
- 30+ clients
- Priority 1–3 incidents
- Named senior escalation contact
- Reporting & trend analysis
- 25 hours Controlled Change Allowance
Education Support
Our individual school packages include deeper support per environment as often they do not benefit from a central IT team or shared services.
Edu Core
What this covers:
- Priority 1–3 incidents
- Direct remediation
- Safeguarding-related technical escalation
- 24-hour weekend coverage
- 5 hours Controlled Change per term
Edu Plus
What this covers:
- Priority 1–4 incidents
- Proactive checks during service hours
- Faster response targets
- Termly reporting
- 10 hours Controlled Change per term
Multi-Academy Trust Support
Designed to meet trusts of all sizes and to be scalable
MAT Core
Designed for: MATs of 5–10 schools.
What this covers:
- Priority 1–2 incidents
- Identity & safeguarding-related events
- Remediation within scope
- 10 hours Controlled Change per month
MAT Scale
Designed for: MATs of 10 - 20 schools.
What this covers:
- Priority 1–3 incidents
- Deeper remediation
- Reporting
- Named escalation contact
- 20 hours Controlled Change
MAT Triage Plus
Designed for: MATs of 20+ schools
What this covers:
- Priority 1–3 incidents
- Broader remediation authority
- Trend analysis
- Strategic escalation support
- 35 hours Controlled Change
University Support
Designed to meet trusts of all sizes and to be scalable
Helpdesk Core
Designed for: General student & staff demand without overwhelming capacity.
(Up to 7,500 students)
What this covers:
- Live ticket & phone support overnight
- Priority 1–3 end-user incidents
- Account access issues
- MFA / password resets
- Email access problems
- VPN access issues
- WiFi & connectivity triage
- Virtual learning platform access issues
- 15 hours Controlled Change Allowance per month
- Escalation to internal infrastructure teams where required
Helpdesk Capacity
Designed for: Everything in Core plus Exam periods, clearing, and higher research demand.
(7,500–15,000 students)
What this covers:
- All Core services
- Higher concurrent ticket handling capacity
- Broader remediation authority
- Overnight P1–P3 handling
- Limited P4 request handling (within allowance)
- Monthly volume & trend reporting
- 30 hours Controlled Change Allowance
Helpdesk Resilience
Designed for: A true 24/7 desk extension. (Typically 15,000+ students)
What this covers:
- Full overnight live helpdesk extension
- Priority 1–3 end-user incidents
- Limited P4 administrative requests
- Defined SLA targets
- Named senior escalation contact
- Trend & capacity reporting
- 50 hours Controlled Change Allowance