How we work

Service agreements

Most clients are on a service agreement that covers remote support, monitoring, updates, antivirus and the licences and backups they use. Each line is priced per user or per device, so the invoice matches the people and equipment you have. Agreements come in two forms:

• Annual. Billed once at the start of the year. People or computers added during the year are prorated to year end on a separate invoice, and next year's agreement includes them. Quantities don't go down mid-year.
• Monthly. Billed every month, and quantities follow what you actually use.

Projects and hourly work

Projects are quoted on an itemized proposal you sign before work starts. Remote work is billed in quarter-hour increments, and onsite visits have a one-hour minimum.

What support covers

Remote support runs 8 AM – 6 PM Eastern, Monday to Friday by phone, email or ticket, and covers troubleshooting of operating systems, applications, email, printing and connectivity. New-user setup, migrations, moves, network changes and restores are quoted as projects.

Joining as a new client

• We install our support agent on each computer, then monitoring, antivirus and backup.
• We document your network, accounts, licences and backups in IT Glue.
• We review your Microsoft 365 licences and accounts, and remove what nobody uses.
• We agree an update window with you.

Keeping things tidy

Accounts with no sign-in for 45 days are flagged for review. Computers that have not checked in for 180 days are disabled, then removed. At the end of each year we go through your accounts, licences and agreement with you.

Remote access

Computers we look after long term run our support agent, which we connect through with Splashtop. For a one-off session we use TeamViewer QuickSupport, which you download from our support page.