IT Support - Managed IT Hybrid and Fully Managed IT Services for Businesses

So, what is an MSP? An MSP (Managed Service Provider) or a Managed IT Service can mean different things to different companies, but simplified it's an Outsourced IT Department used by small or medium Enterprises (SMEs) that might not otherwise be able to justify the costs of a full or skilled In-House IT department.

Whilst the levels of Support can be bespoke to the needs of your business, the MSP typically manages your IT System, supporting your staff whilst proactively securing your entire IT infrastructure.

So, what is an MSP? A Managed IT Service or an MSP (Managed Service Provider) can mean different things to different companies, but simplified it's an Outsourced IT Department used by small or medium Enterprises (SMEs) that might not otherwise be able to justify the costs of a full or skilled In-House IT department.

Whilst the levels of Support can be bespoke to the needs of your business, the MSP typically manages your IT System, supporting your staff whilst proactively securing your entire IT infrastructure.

And do I need a Managed IT Service? In addition to all the benefits of outsourcing your IT (keep reading for more information), here are the most common signs that you probably need or would benefit from an IT MSP or a Managed It Service...

Are you relying on an employee who is "Tech-Savvy" to help with your IT or you are juggling all the IT issues yourself? You've hired employees for a reason, which probably wasn't for the IT - and you definitely have better things to be doing with your work time!

And do I need a Managed IT Service? In addition to all the benefits of outsourcing your IT (keep reading for more information), here is the most common sign that you probably need or would benefit from an IT MSP or a Managed It Service...

Are you relying on an employee who is "Tech-Savvy" to help with your IT or you are juggling all the IT issues yourself? You've hired employees for a reason, which probably wasn't for the IT - and you definitely have better things to be doing with your work time!

Top Five reasons companies are choosing Managed IT Services and MSPs

1. Stronger IT Security

Businesses face more cyber threats than ever before. It’s hard to keep up as threats evolve — or be confident you’re protected. With a managed service arrangement, we can implement proven layered security processes and always up-to-date solutions to keep your business safe and better compliant with data protection laws and regulations. Our approach can cover everything from endpoint protection for to patch management for your applications, password management processes for your team, network firewalls, external vulnerability scanning and more.

1. Stronger IT Security

Businesses face more cyber threats than ever before. It’s hard to keep up as threats evolve — or be confident you’re protected. With a managed service arrangement, we can implement proven layered security processes and always up-to-date solutions to keep your business safe and better compliant with data protection laws and regulations. Our approach can cover everything from endpoint protection for to patch management for your applications, password management processes for your team, network firewalls, external vulnerability scanning and more.

WITHOUT MANAGED SERVICES: When you don’t have a managed service arrangement with persistent monitoring, virus scanning, password refresh practices and clear security policies, you can be at risk of a data breach. The result can be damaging to your reputation, lost time and revenue, regulatory fines and more.

2. Strategic budgeting and predictable costs

With managed services, you gain more control over your IT expenses. A cost structure tailored to your business billing means you can budget with confidence instead of incurring unexpected costs when something breaks down. Background maintenance helps prevent those breakdowns in the first place, and with a partner managing your IT environment, your team can spend less time dealing with IT issues. We can also advise you on technologies to invest in to meet your business goals — so you can plan for those expenditures in advance.

2. Strategic budgeting and predictable costs

With managed services, you gain more control over your IT expenses. A cost structure tailored to your business billing means you can budget with confidence instead of incurring unexpected costs when something breaks down. Background maintenance helps prevent those breakdowns in the first place, and with a partner managing your IT environment, your team can spend less time dealing with IT issues. We can also advise you on technologies to invest in to meet your business goals — so you can plan for those expenditures in advance.

3. Operational efficiency and business growth

With a managed service arrangement, we help ensure you get full value from the technologies you have invested in. That means maintaining peak performance of the hardware and software you own, reducing or eliminating downtime, and strategizing on the tools and systems that will best serve your needs down the road.

All of this helps you be more productive and efficient so you can grow your business however you choose.

3. Operational efficiency and business growth

With a managed service arrangement, we help ensure you get full value from the technologies you have invested in. That means maintaining peak performance of the hardware and software you own, reducing or eliminating downtime, and strategizing on the tools and systems that will best serve your needs down the road.

All of this helps you be more productive and efficient so you can grow your business however you choose.

WITHOUT MANAGED SERVICES: If you only ever call for IT help when something stops working — what is called a “break/fix” scenario — you lose the opportunity that comes with routine, proactive maintenance to get the best performance out of your equipment at all times. Beyond not getting the best return on your technology investment, that can also hamper your team’s productivity.

4. Data Protection you can count on

Power outages, fires, floods, pandemics, and other unexpected events can disrupt your business in the blink of an eye. To get back up and running as quickly as possible, you need a rigorous, well-designed data backup and protection plan.

We can put in place business recovery measures that protect you against data loss even if something happens to your physical IT equipment.

4. Data Protection you can count on

Power outages, fires, floods, pandemics, and other unexpected events can disrupt your business in the blink of an eye. To get back up and running as quickly as possible, you need a rigorous, well-designed data backup and protection plan.

We can put in place business recovery measures that protect you against data loss even if something happens to your physical IT equipment.

WITHOUT MANAGED SERVICES: Without a robust (and managed) backup solution in place, a sudden accident or turn of events can let your business back to square one — having to reconstruct sales orders, rebuild customer files, redo time-consuming work and more, all at a high cost of time and effort.

5. A Proactive Approach

Ultimately, the managed IT service approach is all about being proactive: anticipating problems instead of reacting to them and keeping your technology working at its best instead of waiting for it to break down, whilst bringing advances in Technology and Security to your attention as and when needed.

This brings you greater security, productivity and return on your technology investments — and also peace of mind.

5. A Proactive Approach

Ultimately, the managed IT service approach is all about being proactive: anticipating problems instead of reacting to them and keeping your technology working at its best instead of waiting for it to break down, whilst bringing advances in Technology and Security to your attention as and when needed.

This brings you greater security, productivity and return on your technology investments — and also peace of mind.

Just quickly, a Brief comment about Costs...

The Number One question we're asked is "how much will it cost?", and whilst dependent on the service and size of the company, we believe prices should be straightforward and transparent...

YES, it is important to understand a clients IT needs, but NO, we don't believe that an experienced MSP should need to do a 'Network Evaluation' or dissect your entire IT infrastructure before being able to quote!! As such, our prices and service features are straightforward and below for all to see, even our competitors...

Just quickly, a Brief comment about Costs...

The Number One question we're asked is "how much will it cost?", and whilst dependent on the service and size of the company, we believe prices should be straightforward and transparent...

YES, it is important to understand a clients IT needs, but NO, we don't believe that an experienced MSP should need to do a 'Network Evaluation' or dissect your entire IT infrastructure before being able to quote!! As such, our prices and service features are straightforward and below for all to see, even our competitors...

If you are being charged more for the same, maybe ask your existing MSP why? If you are paying less, then ask your MSP what aren’t they doing – and why they aren’t transparent with their prices and services (we all know why)?

A Quick Cost Comparison… For the cost of employing a mid-level IT Technician, we could provide Unlimited IT Support with 24/7 System Monitoring & Maintenance to over 90 Computers / Users… More than one in-house Technician could cover!

Finally, the information you were really looking for… (sorry for waffling on above, but its important to be open).

 

Our Managed IT Services have been carefully tailored, from a Hybrid Support Plan to a Complete IT Solution, and all our Suites include Carbon Footprint Offsetting for your computers, helping you go Green. For more information or to discuss a Bespoke Solution, or if you have IT needs not covered by the Suites below please contact us.

The ideal package for an organisation that manages their own IT Software, Security and Systems, and simply wants an all-you-can-eat Remote IT Support Service, ensuring they and their staff have someone to turn to when problems arise...

Standard

Hybrid IT Support
includes Unlimited Remote Support
£ 25
00
per device | per month
  • Unlimited Remote Support
  • Unlimited Workshop Repairs
  • Peripheral Device Support
  • Mobile Device Support
  • Includes 1 User per Device
  • 24/7 Client Portal Access
  • Support 9am-5pm, Mon-Fri

The ideal package for an organisation that wants their IT Fully Managed, Protected and Monitored 24/7, knowing their Staff have direct access to IT Support whenever needed, confident that all Security Solutions are covered - the perfect all-you-can-eat IT Support Service.

Lite Suite

Managed IT
includes 24/7 System Monitoring
£ 35
00
per device | per month
  • Unlimited Remote Support
  • Unlimited Workshop Repairs
  • Peripheral Device Support
  • Mobile Device Support
  • Includes 1 User per Device
  • 24/7 Client Portal Access
  • Support 9am-5pm, Mon-Sat
  • 4-Hr Guaranteed Response
  • 24/7 System Monitoring
  • Automated Error Resolution
  • Stealth System Maintenance
  • Device Carbon Offsetting
  • Essential IT Security
  • Managed Antivirus Solution
  • Windows Update Management
  • Software Patch Management

The ideal package for an organisation that wants their IT Fully Managed, Protected and Monitored 24/7, knowing their Staff have direct access to IT Support whenever needed, confident that all Security Solutions are covered - the perfect all-you-can-eat IT Support Service.

Pro Suite

Fully Managed IT
includes Unlimited Onsite Support
£ 55
00
per device | per month
  • Unlimited Remote Support
  • Unlimited Workshop Repairs
  • Peripheral Device Support
  • Mobile Device Support
  • Includes 1 User per Device
  • 24/7 Client Portal Access
  • Support 8am-8pm, Mon-Sat
  • 2-Hr Guaranteed Response
  • 24/7 System Monitoring
  • Automated Error Resolution
  • Stealth System Maintenance
  • Device Carbon Offsetting
  • Advanced IT Security
  • Advanced EDR Protection
  • Windows Update Management
  • Software Patch Management
  • Managed Web Protection
  • Unlimited Onsite IT Support
  • User Document Backup
  • Dedicated Account Manager
  • Supplied Workstation (£20)
Most
Popular

The ideal package for an organisation that wants their IT Fully Managed, Protected and Monitored 24/7, knowing their Staff have direct access to IT Support whenever needed, confident that all Security Solutions and Office/Email licenses are covered and are able to easily budget 'per-user' - the ultimate all-you-can-eat IT Support Service.

Full Suite

The Complete IT Solution
includes Office 365 & Email
£ 80
00
per device | per month
  • Unlimited Remote Support
  • Unlimited Workshop Repairs
  • Peripheral Device Support
  • Mobile Device Support
  • Includes 1 User per Device
  • 24/7 Client Portal Access
  • Support 8am-8pm, Mon-Sun
  • 1-hr Guaranteed Response
  • 24/7 System Monitoring
  • Automated Error Resolution
  • Stealth System Maintenance
  • Device Carbon Offsetting
  • Advanced IT Security
  • Advanced EDR Protection
  • Windows Update Management
  • Software Patch Management
  • Managed Web Protection
  • Unlimited Onsite IT Support
  • User Document Backup
  • Dedicated Account Manager
  • Office 365 Email Mailbox
  • Office 365 Desktop Apps
  • Office 365 Email Backup
  • Essential Server/Data Backup
  • 1TB SharePoint Storage
  • SharePoint/OneDrive Backup
  • Office 365 Security
  • Managed Service Day(s)
  • Dedicated IT Consultant
  • Supplied Workstation (£20)
Includes
Office 365

For more information on each of our listed features, please click on an item below...

Unlimited Remote Support

As it says, you’ll get unlimited Remote IT Support for all your registered devices and users – whether you need IT support over the Phone, Email, Text, Live Chat or even via Remote Control, our Heroes are here to help!

Unlimited Workshop Repairs

In the event we’re unable to resolve your issues remotely, you can either ship or drop off your device to our Hero HQ and our Workshop Heroes will repair your device as needed – there would be a charge for any required hardware/software, but you’re covered for all labour!

Peripheral Device Support

We’ll also assist with supporting your other devices that make up your IT system, such as printers and routers etc.

Mobile Device Support

If we can, we’ll also help your staff with any issues relating to their Mobile devices (phones/tablets).

Includes 1 User per Device

Our Managed IT Services are ‘per device’ (computer) with IT Support for each User charged separately, but each registered device/computer covers their respective owner’s User License, so a further User license is not required.

24/7 Client Portal Access

Whether accessing our Helpdesk or Useful Resources, you’ll have access to Client Portal 24/7

Support 8am-8pm, Mon-Sat

Our Heroes are available 7 days a week to ensure you can get the IT Support that you need – please check the level of support that is included in your chosen Support Suite, as these do vary!

1-Hr Guaranteed Response

Our Heroes pride themselves on being efficient, and aim to respond to all support enquiries with an hour – please check the level of support that is included in your chosen Support Suite, as these do vary!

24/7 System Monitoring

Our Heroes are here to support you in all matters of IT, but even when you are busy beavering along at work (or asleep at home) our Heroes and our Bespoke Monitoring Systems are doing their bit to help ensure your computers systems are running smoothly and kept secure 24 hours a day, 7 days a week.

 

Automated Error Resolution

Our Heroes will always react as quickly as possible to any issues you have, but our bespoke systems will also resolve any system errors or issues to help ensure your computers systems are running smoothly and kept secure 24 hours a day, 7 days a week.

Stealth System Maintenance

If our Heroes or Monitoring Systems discover any issues, we are able to stealthily resolve many without interrupting you or your staff’s working day – just know that in the background, we’re protecting you 24 hours a day, 7 days a week!

Device Carbon Offsetting

In an ideal world we’d all like to be Carbon Neutral, but its often not always practical or even affordable – to help you go green, we will offset the Carbon Footprint of all of your computers that are included in our Managed IT Suites; not just for their daily power consumption but their lifetime carbon footprint from build, shipping and even disposal. For more information take a look at our Going Green page.

Advanced IT Security

Our Pro and Full Managed IT Suites include our Advanced IT Security suite, compromising of an Advanced Antivirus Solution (EDR), Managed Web Protection for safer surfing within the organisation, Windows Update and Security Update Management and third party Security Patch Management, ensuring all your applications are kept up to date where possible, minimizing any security concerns. Our Lite Suite includes our ‘Essential IT Security’, which is the same as our Advanced IT Security, replacing our EDR Solution with a more traditional Managed Antivirus Solution.

Advanced EDR Protection

Our Pro and Full Managed IT Suites include our Advanced EDR (Endpoint Detection and Response) integrated endpoint security solution… But what is EDR? To simplify it without the Jargon, it’s basically a souped up Antivirus that monitors, analysis, reports and responds to suspicions activity – a must if wanting to keep your system secure! Our Lite Suite also includes a more traditional monitored Antivirus solution, which is by no means inferior, just not as good as our Advanced solution!

Managed Web Protection

Ensuring your employees are protected when online (or not accessing sites or content is appropriate for your business) our Managed Web Protection solution ensures you have full control over where and what is being viewed online!

Windows Update Management

We all hate Windows Updates, and typically a local user would not manage or install recommended updates – our Heroes can manage this remotely and stealthily (where possible), helping ensure your computers are up to date and as secure as possible.

 

Software Patch Management

We all hate Software Updates, and typically a local user would not manage or install recommended updates – our Heroes can manage this remotely and stealthily (where possible), helping ensure your computers are up to date and as secure as possible.

Unlimited Onsite IT Support

In the event we are unable to resolve your IT issues remotely, we will provide unlimited onsite support ensuring you are covered for all eventualities – please check the level of support that is included in your chosen Support Suite, as these do vary!

User Document Backup

Users should be saving to designated (and backed up) repositories (Servers or SharePoint), but inevitable users will save important files to their desktop or documents folder – which are all at risk of data loss in the event of hardware failure, theft or corruption (or mistakenly deleted). To help reduce the risk of lost data, our Document Backup solution ensures all typical documents (Word, Excel etc) on a computer are backed up daily.

Office 365 Email Mailbox

Gone are the days of an expensive in-house email server, but that doesn’t mean that the costs have completely disappeared – to help with this, all users included in our Full Suite include a Business 365 Email Account with access via Outlook online, Desktop or Phone (and all the features that come with it), allowing you to easily budget and manage your IT costs per user.

Office 365 Email Backup

Is Office 365 reliable? Yes… Is it infallible? No… To help with this, our Full Suite includes 365 Email backup, ensuring your emails are backed up outside of the Microsoft Organisation.

Essential Server/Data Backup

To help you budget your IT, our Full Suite includes our Essential Server/Data backup – for each licensed user, a 100GB Backup Allowance against our Essential Backup Solution is included.

1TB SharePoint Storage

If looking to move to the Cloud, whether fully or partially, our Full Suite includes ample Cloud Storage for you and your users.

Microsoft SharePoint Backup

Is SharePoint reliable? Yes… Is it infallible? No… To help with this, our Full Suite includes SharePoint backup, ensuring your Cloud Data is backed up outside of the Microsoft Organisation.

Mail Assure Email Protection

Spam, Junk, Phishing emails and Virus’ are the bane of all our lives – our external Mail Assure email protection solution will scan and filter all your emails before being delivered – even when using 365 Email.

Managed Service Day(s)

Our Onsite IT Support is designed to cover actual support issues and not commissioned works (PC installs etc), but included with our Full Suite you can schedule Managed Service Days and use us for almost anything (we draw the line at washing up)

Dedicated IT Consultant

Our IT Heroes are amazing, but sometimes you want a dedicated point of contact for more technical enquiries, perhaps for the development or expansion of your IT system or other areas where someone who knows your business and system a little better – we will assign you a Dedicated IT Consultant who you can reach out to as and when needed…

Supplied Workstation (£20)

To help you better budget your IT, we can provide you with a suitable Workstation including monitor, Keyboard and Mouse – all Warranties are covered for the duration of the lease, and you know exactly how much each user is costing you a month for their IT.

And now for the Small Print...
(it really is small)

As with all maintenance or support contracts there are detailed terms & conditions (a detailed SLA will be provided), but the key points include the following…

All company computers/users need to be covered by matching Support Contracts (including any employed contractors that benefit from company supplied equipment or services). Support Contracts are for a minimum of 12-months followed by a 3-month rolling cancellation period. Any 3rd party licenses or leased hardware (e.g. 365, hosting) included within a service agreement are subject to a 12 month automatic renewal on their respective anniversary (for example, if after 15 months you were to cancel your Managed IT Service agreement, you would be required to continue payments to cover the respective 365 licenses until the end of the renewed 12 months period, at a rate equal to our retail prices as advertised at that time) with any leased hardware subject to their respective terms and conditions. An initial payment (deposit) equal to 3 months total charges, plus the first month’s service charge, will be billed/collected by Direct Debit at the start of the contract (and and for each additional user/device throughout the term of the agreement), with each following months service charge billed/collected by Direct Debit in advance of the respective month; the deposit is non-refundable, but can be used in full or partially against the final 3 months of any agreed contract following the cancellation of services after the 12 month period. Unlimited Support is limited to IT Support issues and not commissioned work including but not limited to Upgrades, Installations, Website build/modifications. Commissioned work will be billed at standard Ad-Hoc rates. Onsite Support will be authorised at the discretion of The IT Heroes, and only in the instance the Support issue cannot be rectified remotely and limited to standard Business Hours (Monday to Friday, 9am-5pm). Computers running a Microsoft Server Operating system (Servers) must be counted as devices but dot include a user license/account, and incur a supplement £10 per server (physical or VM). Devices located (or requiring any onsite support) either inside, South of or East of the North Circular (A406) incur a supplement £10 charge per device per month. Managed Service Days are on request, requiring 10 business days notice – a maximum of 1 Managed Service Day (per month) is accrued per 10 registered devices, and can be used for general Commissioned IT Work such as New PC or Peripheral Device Installations and General Consultancy Services (excl. Website design/modification, programming and/or design projects) but do not carry over monthly if not used. The Essentials Server Backup solution (included in the Full Suite) includes a shared 100gb or stored data per included device. In the event that less than 10 users are included in the Full Suite contract, a supplement charge of £7.50 per device for the shortfall of devices will apply if taking advantage of the inclusive Essentials Server Backup solution (£5.00 per user if the ‘Server’ is not running a Windows Server Operating System); further Data/Service supplements may apply, please see our Backup Solutions page for more information. A supplement of between £5.00 and £35.00 per user will apply for each user not covered under a Device Contract (e.g., when using a shared device and/or hot desk), subject to the level of service.  The option of including a Supplied Workstation at a fixed rate of £20 per device, includes a workstation (as deemed appropriate by the IT Heroes, typically a mATX Desktop PC with an Intel i3 CPU, 8GB Ram, 240GB SSD and Windows Professional Operating System), a 24″ HDMI Monitor and Wireless Keyboard & Mouse. The rental period is for a minimum of 4 years, with a replacement computer, monitor and keyboard/mouse being provided after 4 years. The workstation (and peripheral equipment) includes a full hardware warranty (on-site during the term of a Service Agreement that includes on-site support and a B2B outside of any agreement). The Workstation agreement includes a 20% discount whilst a Service Agreement is in place, reverting to £25/workstation in the event the Service Agreement is cancelled. Our Carbon Offsetting Scheme is based on estimated CO2 calculations, using industry standard examples of hardware and usage and not specifically calculated on an end users device or daily usage; calculations are based on an estimated annual CO2 footprint of 350kg per user (including a workstation, monitor, keyboard, mouse and portion of peripheral devices) and offset monthly throughout the term of the agreement. For more information see our Carbon Footprint page. All prices exclude VAT at standard rates.