Managed IT Solutions

All Managed IT and Support plans are “per user” but include support for one registered device (workstation/laptop); additional devices can be added (e.g. a users laptop as well as primary workstation) for a supplement charge. Hot Desks would be treated as a single device per registered user – no discounts would apply for users sharing a workstation. Clients can add our Cloud Suite add-on to our Essentials, Pro and Enterprise Managed IT services, but our Cloud+ Suite and our Cyber+ Suite are only able to be added on to our Pro and Enterprise Managed IT Services. Companies using 365 Business solutions (including Office, Exchange, SharePoint, OneDrive, and Entra) will incur a supplementary ‘365 Management’ fee of £6 per registered user. However, this fee is waived if ‘Managed’ 365 licenses are purchased through ITCS Global, either as single licenses or part of our Cloud suites. All ‘unlimited support’ features within our Managed IT and Support contracts are based on a ‘fair usage’ policy with a ‘Custom Solution Surcharge’ applicable in the event a client has a particularly complex infrastructure, requires above average support for their users or subject to continued security-based issues due to a poor ‘Risk Mitigation Score’ (by not implementing recommended security solutions), which is reviewed quarterly – please note,  95% of our customers are NOT currently subject to a Custom Solution Surcharge as their support requirements fall within a generous ‘fair usage’ policy. *Plans that benefit from ‘Onsite Support Included’ are limited to 1 incident per week, per 10 users. Additional Onsite Support (and ‘Discounted Onsite Support’) is billed at 50% standard rates. For any ‘Onsite Support Included’ incidents in Central London, a supplement charge of £20/hour is applicable. Workstation Installations (e.g. upgrades and new users) are considered “projects” and (discounted) rates apply, unless carried out as part of available Service Days. Service Days (included in our Enterprise plan) are accrued at 0.5 days per 10 users, per month, up to a maximum of 1 day per week, and do not carry over each month. All onsite SLA response and resolution times are based on standard business hours/days. Standard Business Hours are Monday to Friday, 9am to 5pm. Extended Business Hours are:  Pro Service – Monday to Friday 8am to 6pm; Enterprise Service: Monday to Saturday 8am to 8pm. Advertised Phone Response SLA times and Ticket Resolution SLA times are estimated, and based on service measurements taken between January 2024 and October 2024, and are not guaranteed. Customers signed up to either our Cloud, Cloud+ or Cyber+ suites will automatically be moved over to the next Suite on its annual deployment (e.g. automatically moved from our “Cloud+ Suite ’24” to our “Cloud+ Suite ’25”), which may fall within an existing contract period and additional charges may apply. All Managed IT and Support Plans are based on a minimum 12-month contract, automatically renewing on its anniversary for a minimum rolling 3-month period. Any add-ons that included licenses subject to annual commitments (e.g. Microsoft 365) will remain in contract until the respective annual-commitment licenses expire, and in the event a Support plan is terminated, the respective license(s) will be billed at our standard standalone license rates. Managed IT and Support Plans are subject to a standardised annual price increase of (no more than) 15%, not in line with a contracts anniversary but with our cross-organisation annual pricing review (typically applied between January and March each year); new Managed IT or Support contracts are exempt from this annual price rise for the first 12 months of their contract. Please contact us if you have any questions regarding the above.