Managed Service Provider

All Managed IT Service plans require a minimum 12-month service agreement. This ensures we can properly plan resources, implement monitoring infrastructure, and deliver consistent, reliable support throughout the engagement.

Monthly subscription fees are billed in advance at the beginning of each billing cycle. Payment is due within 15 days of invoice date. Accepted payment methods include EFT, credit card, and pre-authorized debit.

Each plan includes a defined number of remote support hours per month. Usage exceeding the fair use threshold will be billed at the applicable overage rate, which will be communicated clearly in your service agreement.

Remote support is included in all plans. On-site visits (travel, labour) are billed separately at agreed rates. Scheduled visits may be included in higher-tier plans — see your specific plan details.

Hardware, software licenses, third-party subscriptions (Microsoft 365, antivirus, cloud storage, etc.) are not included in the monthly management fee and will be quoted and billed separately.

Emergency or after-hours support requests (outside normal business hours of Mon–Fri 9am–5pm) may attract additional fees. Rates for after-hours support will be outlined in your service agreement.

Response times and resolution targets are defined per plan tier in your individual SLA document. Standard plans target initial response within 4 business hours. Critical issues are prioritized and addressed as quickly as possible.