Monthly starting prices exclude VAT and are based on a 3 year term billed monthly. Shorter terms cost a little more. Your price is confirmed in a written quote.
What is included
- Unlimited tickets, calls and remote sessions for covered services.
- Help with Microsoft 365, PCs, printers and everyday applications.
- A fixed monthly fee and a written service agreement.
- Independent Microsoft 365 backup as standard on support agreements.
Who it is for
Owners who want staff to ask for help early, without watching an hourly bill. We agree the users, devices, applications and exclusions before you sign.
Response targets, not fix times
Monday to Friday, 08:30 to 17:30, excluding UK bank holidays. Priorities depend on business impact and the agreement.
| Priority | Response target | Example |
|---|---|---|
| Fatal | 30 minutes | A business-critical service is unavailable and work has stopped. |
| Severe | 45 minutes | A serious problem affects several people, with only a limited workaround. |
| Medium | 60 minutes | One person cannot use an important application. |
| Minor | 180 minutes | A routine request or a small issue with a practical workaround. |
These targets measure our initial response. A fix can take longer, especially where a supplier or replacement hardware is involved.
How it works with us
- Tell us who uses your systems and what is causing problems.
- We agree your scope and provide a written quote.
- When you commit to a contract, we complete a free security audit and onboarding.
- Your team uses the agreed support routes, with a named contact who knows your setup.
Questions about this service
Is it really unlimited?
Covered remote tickets, calls and sessions are unlimited. Project work, site attendance and exclusions are agreed separately in writing.
Can you support an internal IT person?
Yes. We can agree which routine work we take on and which decisions stay with your internal team.
Is on-site work included?
Site visits are separately agreed. Scheduled monthly visits start from £100 per visit.
What happens out of hours?
Our helpdesk hours are stated above. Out-of-hours security monitoring is a separate service delivered by our security partner's analysts.
Free tools to help you prepare
I've been working with Cloud Smart for my entire IT infrastructure and security and have found them to be excellent, personable, fast and easy to work with. Highly recommend it to any small businesses like mine in the UK.
Alex Vass
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