Rate Card

For when work is not covered by a service plan this is our rate card.

Base Rate

To make it easy, all of our support services work back from this base rate (which is exclusive of VAT).

£100.00

Work Types

Depending on the type of work you need, the below are the way any charges will be calculated. Out of scope works, professional services & hourly projects are billed as tier 3 remote or onsite depending on requirements.

Hours can pre purchased in blocks or recurring monthly at a discounted rate.

Work Type	Multiplier	Unit type	Minimum	Increments	Example at Base Rate
Remote Support & Workbench	1	Hour	0.25	0.1	£100
Onsite Support Inc Travel	1	Hour	1	0.25	£100
Out of Hours Remote Support Helpdesk Tier 1 & 2	1	Hour	0.25	0.1	£100
Out of Hours Support Helpdesk Tier 3 & Onsite	1.50	Hour	1	0.5	£150
Emergency Ticket Upgrade Jump the Queue	1.25	Per Ticket			£125
Consulting	1.25	Hour	1	0.5	£125

1st Line Support: The first point of contact for users, handling basic issues like password resets and general troubleshooting.
2nd Line Support: Provides more in-depth technical support for complex issues that 1st line cannot resolve.
3rd Line Support: Handles the most complex issues that cannot be resolved by 1st or 2nd line support.

Example 1

Let’s say you require an engineer on site in a few days’ time (i.e. not urgent) to help install a new application you have just purchased for your server. It takes an hour to install plus 30 minutes travel.

· 1.5 x Onsite Support = £150.00

· Total: £150.00

Example 2

You require urgent assistance as your server is offline, however you are on a casual pay as you go plan, so you ask us to add an “Emergency Ticket Upgrade”. The issue takes 45 minutes to fix. With the “Emergency Ticket Upgrade” we give this issue our highest priority (we treat it as a “Critical” issue) and move everything around to work on it for you ASAP.

· 0.75 x Remote Support = £75.00

· 1 x Jump the Queue = £125.00

· Total: £200.00

How Do Hour Blocks & Retainer Work?

Pre-Paid hour blocks allow you to purchase an amount of hours for a discount.

These hours can then be used against all our services, including Onsite/Remote IT Support, Call Outs, Emergency Ticket Upgrades, After Hours Support and more. The work type multipliers apply, for example 1 hour of out of hours support would use 1.5 hours.