SALES: SUPPORT:
Client Center
LIVE Service Desk Stats for 12/10/18 as of 7:56 AM EST:
ASA - 34 sec(s) | MTTR - 17 min(s)
Support365® E2 All-In Managed IT Services Pricing
Our premier end-to-end managed IT services solution focuses on your people, not just your hardware. Each of our Support365® E2 editions include support from the desktop to the server, and everything in-between. Pricing starts from just $105 per user/per month* with additional quantity and extended term discounts available.
Foundation Edition
- End-to-End IT Management &
Support
- Unlimited 24x7x365 Help Desk Access
- Unlimited On-Site Resolution
- Financially-backed Service Level Agreements
- myHelpDesk™ Mobile App Access
Foundation Edition Features
IT Management & Help Desk:
- End-to-End IT Management and Support for All Covered Technologies (e.g., computers, laptops, tablets, BYOD devices, servers, printers, network devices, cloud technologies)
- UNLIMITED 24x7 Help Desk Access
- UNLIMITED On-Site Resolution
- 24x7 Proactive Network Monitoring and Automated Systems Management
- Included Technology Support
- Service Level Agreement – Average Speed of Answer (ASA): 60 Seconds
- Service Level Agreement – Mean Time To Engineer (MTTE): <30 Mins.
- Service Level Agreement – Call Abandonment Rate (CAR): <6%
- Service Level Agreement – Financially Backed
- Live Network Documentation Portal
- myHelpDesk™ Mobile App Access
- Pre-Scheduled On-Site Support Visits: Optional
Cloud Services:
- Included Fully Managed Remote Backup: 1 TB
- Office 365: Optional
- Azure Active Directory: Optional
- Disaster Recovery as a Service (DRaaS): Optional
IT Strategy & Service Enhancements:
- UNLIMITED Access to Expert IT Advice
- UNLIMITED Installations, Moves, Adds, Changes, and Deletions: Optional
- Program Management
- Dedicated Virtual Chief Information Officer (vCIO): Optional
Information Security:
- Managed End-User Anti-Spam and Advanced Email Recovery Services
- Managed Anti-Virus
- Managed Anti-Malware
- Managed Anti-Ransomware
- Rights Management and Data Loss Prevention for Emails: Optional
- Advanced 24x7x365 Real-Time Security Monitoring: Optional
- End-User Security Awareness Training: Optional
- Multi-Factor Authentication for Cloud and On-Premise Applications: Optional
*Pricing includes coverage for users and all related network devices and servers and is based on a 3 year term and for organizations that have a Standard IT Management Profile. Learn more here.
Enhanced Edition
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Includes Foundation
- Microsoft Office 365 E3
- Financially-backed Service Level Agreements
- Unlimited User/Device Moves, Adds,
Changes, and Deletions
- Enhanced Cloud Storage
Enhanced Edition Features
IT Management & Help Desk:
- End-to-End IT Management and Support for All Covered Technologies (e.g., computers, laptops, tablets, BYOD devices, servers, printers, network devices, cloud technologies)
- UNLIMITED 24x7 Help Desk Access
- UNLIMITED On-Site Resolution
- 24x7 Proactive Network Monitoring and Automated Systems Management
- Included Technology Support
- Service Level Agreement – Average Speed of Answer (ASA): 60 Seconds
- Service Level Agreement – Mean Time To Engineer (MTTE): <30 Mins.
- Service Level Agreement – Call Abandonment Rate (CAR): <6%
- Service Level Agreement – Financially Backed
- Live Network Documentation Portal
- myHelpDesk™ Mobile App Access
- Pre-Scheduled On-Site Support Visits: Optional
Cloud Services:
- Included Fully Managed Remote Backup: 2 TB
- Included Office 365 Edition: E3
- Azure Active Directory: Optional
- Disaster Recovery as a Service (DRaaS): Optional
IT Strategy & Service Enhancements:
- UNLIMITED Access to Expert IT Advice
- UNLIMITED Installations, Moves, Adds, Changes, and Deletions
- Program Management
- Dedicated Virtual Chief Information Officer (vCIO): Optional
Information Security:
- Managed End-User Anti-Spam and Advanced Email Recovery Services
- Managed Anti-Virus
- Managed Anti-Malware
- Managed Anti-Ransomware
- Rights Management and Data Loss Prevention for Emails:
- Advanced 24x7x365 Real-Time Security Monitoring: Optional
- End-User Security Awareness Training: Optional
- Multi-Factor Authentication for Cloud and On-Premise Applications: Optional
*Pricing includes coverage for users and all related network devices and servers and is based on a 3 year term and for organizations that have a Standard IT Management Profile. Learn more here.
Complete Edition
Complete Edition Features
IT Management & Help Desk:
- End-to-End IT Management and Support for All Covered Technologies (e.g., computers, laptops, tablets, BYOD devices, servers, printers, network devices, cloud technologies)
- UNLIMITED 24x7 Help Desk Access
- UNLIMITED On-Site Resolution
- 24x7 Proactive Network Monitoring and Automated Systems Management
- Included Technology Support
- Service Level Agreement – Average Speed of Answer (ASA): 60 Seconds
- Service Level Agreement – Mean Time To Engineer (MTTE): <30 Mins.
- Service Level Agreement – Call Abandonment Rate (CAR): <6%
- Service Level Agreement – Financially Backed
- Live Network Documentation Portal
- myHelpDesk™ Mobile App Access
- Pre-Scheduled On-Site Support Visits: Optional
Cloud Services:
- Included Fully Managed Remote Backup: 3 TB
- Included Office 365 Edition: E3
- Included Azure Active Directory Edition: P1
- Disaster Recovery as a Service (DRaaS): Optional
IT Strategy & Service Enhancements:
- UNLIMITED Access to Expert IT Advice
- UNLIMITED Installations, Moves, Adds, Changes, and Deletions
- Program Management
- Dedicated Virtual Chief Information Officer (vCIO): Optional
Information Security:
- Managed End-User Anti-Spam and Advanced Email Recovery Services
- Managed Anti-Virus
- Managed Anti-Malware
- Managed Anti-Ransomware
- Rights Management and Data Loss Prevention for Emails
- Advanced 24x7x365 Real-Time Security Monitoring
- End-User Security Awareness Training
- Multi-Factor Authentication for Cloud and On-Premise Applications
*Pricing includes coverage for users and all related network devices and servers and is based on a 3 year term and for organizations that have a Standard IT Management Profile. Learn more here.
Support365® E2 Managed IT Services Included Features
IT Management & Help Desk
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Foundation
|
Enhanced
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Complete
|
End-to-End IT Management and Support for All Managed Technologies
– Includes PCs, tablets, BYOD devices,
servers, printers, network devices, and cloud applications
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| UNLIMITED 24x7 Live Help Desk Access
Unlimited access to our U.S-based, 24x7 Help and Service Desk staffed with certified network consultants available to provide you with immediate assistance and issue resolution; available via mobile app, phone, email, web portal, or web chat with live DesktopStreaming™ screen-sharing assistance.
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| UNLIMITED On-Site Resolution
Guaranteed next business day (or sooner) for technical issues that cannot be resolved remotely.
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| 24x7 Proactive Network Monitoring and Automated Systems Management
With regular, automated maintenance of systems behind the scenes, we help reduce the need for traditional on-site or break-fix support.
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| Included Technology Support
All Support365® E2 solutions include support for Adobe, Apple, SaaS (Google, SalesForce, Microsoft Dynamics, Intuit), Microsoft (Core, Office 365, Azure Core), and Amazon Web Services Core. Options for support of custom line of business applications are available.
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| Service Level Agreement – Average Speed of Answer (ASA)
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<60 Seconds |
<60 Seconds |
<60 Seconds |
| Service Level Agreement – Mean Time To Engineer (MTTE)
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<30 Mins. |
<30 Mins. |
<30 Mins. |
| Service Level Agreement – Call Abandonment Rate (CAR)
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<6% |
<6% |
<6% |
| Service Level Agreement – Financially Backed |
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| Live Network Documentation Portal |
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| Pre-Scheduled On-Site Support Visits
Dedicated primary network consultant for personalized “deskside” support on a predictable set schedule.
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Optional |
Optional |
Optional |
REQUEST
INFORMATION
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Cloud Services
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Foundation
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Enhanced
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Complete
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| Included Fully Managed Remote Backup
Our fully managed backup includes automatic data compression, secure encryption, and 24x7 backup and support stored at our state-of-the-art data center to ensure your data remains secure and available.
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1TB |
2TB |
3TB |
| Included Office 365 Edition
Includes a mailbox for every managed user under a Support365® E2 agreement; users can mix-and-match versions as necessary.
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Optional |
E3 |
E3 |
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Foundation
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Enhanced
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Complete
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| -OneDrive Cloud File Storage |
Optional |
Unlimited |
Unlimited |
| -Office Applications |
Optional |
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| -Mobile Device Management |
Optional |
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Included Azure Active Directory Edition
Includes Microsoft Azure Active Directory (AD) Edition P1, for identity and access management across all your applications.
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Optional |
Optional |
P1 |
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Foundation
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Enhanced
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Complete
|
| -Self-Service Password Reset |
Optional |
Optional |
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| -Single Sign-On
Securely sign on to all applications with a single username and password. Manage application access throughout your organization, including on-premise and in the cloud.
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Optional |
Optional |
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| Disaster Recovery-as-a-Service (DRaaS)
|
Optional |
Optional |
Optional |
REQUEST
INFORMATION
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IT Strategy & Service Enhancements
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Foundation
|
Enhanced
|
Complete
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| UNLIMITED Access to Expert IT Advice
Our team of knowledgeable, certified, and experienced experts are always available for IT discussions and advice.
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| UNLIMITED Installations, Moves, Adds, Changes, and Deletions
For managed software, users, and devices covered under Support365® E2
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Optional |
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| Program Management
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Foundation
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Enhanced
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Complete
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| -Assigned Program Manager |
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| -Monthly Program Reporting |
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| -Monthly Program Analytics |
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| Dedicated Virtual Chief Information Officer (vCIO)
Dedicated ITIL® certified virtual CIO provides proactive IT strategy and governance consulting services to help your business through your digital transformation.
|
Optional |
Optional |
Optional |
REQUEST
INFORMATION
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Information Security
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Foundation
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Enhanced
|
Complete
|
| Managed End-User Anti-Spam and Advanced Email Recovery Services |
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| Managed Anti-Virus |
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| Managed Anti-Malware |
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| Managed Anti-Ransomware |
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| Rights Management and Data Loss Prevention for Emails |
Optional |
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| Advanced 24x7x365 Real-Time Security Monitoring
Security Information and Event Management (SIEM) monitoring and alerting with event correlation and alert validation performed by our 24x7x365 Security Operations Center (SOC).
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Optional |
Optional |
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| End-User Security Awareness Training
Your employees are your most valuable, yet most vulnerable asset, so ensuring they receive the necessary education to harden the "human firewall" is a crucial step in defending sensitive company or customer data against external threats.
|
Optional |
Optional |
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| Multi-Factor Authentication for Cloud and On-Premise Applications |
Optional |
Optional |
|
REQUEST
INFORMATION
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*Pricing includes coverage for users and all related network devices and servers and is based on a 3 year term and for organizations that have a Standard IT Management Profile. Learn more here.
What are the different pricing models for managed IT services?
There are various pricing models available from managed IT service providers. These pricing models are designed to meet the business objectives of organizations both small and large and can include:
- Per-Device Pricing
- Per-User Pricing
- SLA-Based Pricing
- Stabilized Environment Pricing
- Value or Feature-Based Pricing
It is important to understand which managed IT support pricing model is best for your business and your budget. What does each IT management pricing model mean for your business? Explore the answers below!
Q
What Is Per-Device Pricing?
A
This pricing model is used by managed service providers (MSPs) because of its simplicity. Per-device, managed service provider pricing plans are based on the type and number of devices being supported by the MSP. For example, an MSP might charge a fixed monthly fee of $75 per desktop, $300 per server and $150 per network. As your business scales and grows, so can the per-device managed services pricing plan.
Q
What is Per-User Pricing?
A
The per-user pricing model is a similar model to the per-device pricing model discussed above. Unlike per-device pricing, this IT managed services pricing plan is based on the quantity of managed end-users rather than devices. Managed service provider pricing is billed to businesses every month. These charges are based on all end-users they have been supporting which typically includes several managed devices. For example, an end-user may use a laptop, smartphone and an office PC. An MSP’s managed IT service pricing would not be itemized in this case, only per end-user. MSPs often set a cap on how many devices are included per end-user. For example, per-user pricing may include up to 3-devices supported per end-user.
Q
What is SLA Pricing?
A
SLA or Service Level Agreement based pricing is a relatively new type of managed IT service pricing model and is defined by what type of service response level is needed. The SLA model allows the customer to contractually define the specific services they need and importantly when they need them. For example, an organization can decide they want 9:00AM to 6:00PM help desk support, 24x7 coverage or perhaps, only after hours support. On top of that, responses can be broken out by severity level ranging from low to high, and the provider can also guarantee how quickly they will respond to the user’s issue.
Q
What is Stabilized Environment Pricing?
A
After managing a customer for period of time, a provider becomes very familiar with your IT environment and can offer you Stabilized IT Environment Pricing. This type of managed services pricing is a fixed monthly fee that covers all your IT support including infrastructure, servers, users, mobile devices and applications. Also known as “All-in Per Seat Pricing” or AIPS, stabilized environment pricing is often lower than other pricing options due to the provider’s comfort with the customer’s environment.
Q
What is Value-Based Pricing?
A
In a value based pricing model, the client is getting charged for the IT services and support provided to them which are easily customized to the client’s needs and budget. This is a common choice for businesses in need of on-site IT network support. For example, “Value 1” pricing can be a help desk service. “Value 2” pricing can include help desk service with remote monitoring and management (RMM), and so on. Value-based managed IT service pricing is often combined with other pricing options.
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