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Unlimited helpdesk and on-site support

- Fixed fee per user per month
- Simplify budgeting, no unexpected invoices
- Proactive service

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Support Options

Below is a comparison of our support options. It is intended as an overview to help you decide which option will best meet your needs. Full details of the terms and conditions for Support Packages and Managed Services Agreements can be provided upon request.

Managed Service AgreementSupport PackagePay As You Go

Support	Unlimited support for hardware under warranty and licensed software at a flat-rate fee based on the number of users.
Budgeting	No unexpected bills. Much more control over the IT budget.
Contract Length	6, 12 or 24 month contract.
Service Level Agreement	Response within 1-4 hours depending on issue.
Server Monitoring	Continuous monitoring.
Disaster Recovery	However long it may take for the server or workstation to be restored, providing it is under manufacturer’s warranty, you will incur no extra labour costs.

Support	Fixed number of hours support per month at reduced rate + health check. Pay as You Go rate for additional hours.
Budgeting	Amount billed varies depending on usage.Unused hours roll over for one month. Less variation in monthly bills, easier to budget.
Contract Length	3 month rolling contract.
Service Level Agreement	Response within 8 working hours.
Server Monitoring	Occurs once a month as part of the health check.
Disaster Recovery	Disasters caused by failure of hardware purchased from MR ICT and under warranty, labour required is free of charge. All other recovery paid for by the hour.

Support	Pay by the hour for all support.
Budgeting	No predictability of required use. IT budgeting difficult.
Contract Length	No contract length.
Service Level Agreement	No guaranteed response time. MR ICT attend when possible.
Server Monitoring	No formal monitoring.
Disaster Recovery	Paid for by the hour. This is a lengthy process that is potentially expensive.