Our support plans provide clients with simple options for unlimited support at a fixed monthly cost and are available for common products and services – bespoke plans can be agreed to extend support to any/all of a client’s IT needs. For each system, different plan levels also allow clients to select between reactive and proactive support options, as remote only or onsite support, and cost, of course.
Agreement plan levels
Essentials – Low cost
Minimum practice, lowest subscription cost
Reactive support plan covering issues that can be resolved remotely. Automated patching provides minimum practice for mitigating security issues.
Automated Patching
Unlimited Remote/Phone Support
Documentation Maintenance
Business Technology Review
Microsoft 365 Support
Reporting
Additional costs will be incurred for onsite work and change requests. This plan typically best suits established/low-growth organisations, or those seeking a low cost, basic support subscription.
Standard
Good practice, balanced costs
Best value
Proactive support plan with balanced costs, additionally covering onsite work, change requests management and maintenance.
Essentials Plan Items
Remote Monitoring
Remote Management
Unlimited Onsite/Workshop Support
Proactive Maintenance
Change Support
Backup Management
Microsoft 365 Admin
IT Budget Planning Support
Largely delivered capped support costs as only additional costs will be for project work. This plan usually best suits high growth/change organisations, or those prioritising total cost of ownership
Enhanced support agreement
This is a more custom agreement that adds “bolt-ons” to either the Essentials or Standard agreement for more bespoke requirements – for example disaster recovery planning, “out of hours” support, auditing and compliance reporting or ad-hoc IT director support.
It’s intended to provide a completely flexible solution for organisations that require a more “enterprise” level experience – as a result, costs are completely bespoke, so if this might be the solution you need, please ask!
2025 Prices
Client prices are built from the following rate table:
| Device/Service | Essentials | Standard | Setup |
|---|---|---|---|
| Desktop | £26.05 | £61.90 | £37.95 |
| Laptop | £26.05 | £61.90 | £37.95 |
| Server – On-premise | £66.25 | £146.70 | £113.50 |
| Server – Virtual | £47.40 | £97.00 | £113.50 |
| Server – Hosted | £47.40 | £97.00 | £113.50 |
| Network Attached Storage (NAS) | £19.00 | £46.55 | £66.40 |
| VOIP System – On-Premise | £29.85 | £67.80 | £47.85 |
| VOIP System – Virtual | £20.35 | £36.50 | £47.85 |
| VOIP System – Hosted | £20.35 | £36.50 | £47.85 |
| VOIP System – Session Border Controller (SBC) | £18.05 | £28.90 | £47.85 |
| Router/Security Gateway | £22.85 | £56.80 | £55.25 |
| Network Switch | £13.80 | £28.50 | £18.60 |
| Wireless Access Point | £13.80 | £28.50 | £14.80 |
Notes:
-
- Essentials and Standard plans are discounted for not-for-profit clients.
- Standard plans and above include travel for sites up to 100 min from Cambridge – above this, bespoke pricing will be provided.
- Essentials/Standard prices are monthly subscriptions that are available on rolling 1-month or 12-month commitments.
- Rates are fixed for the commitment term.
- Setup cost is a one-off charge for onboarding new or non-standard devices/services and includes auditing, documentation and any initial configuration work.
- Setup cost will be waived for 12-month commitments and standard devices/services purchased/commissioned through Grace Solutions.
Examples:
-
- Printer No Longer Printing – Yes – if the issue is caused by the computer settings or software, then the PC needs to be enrolled in at least the Essentials plan. If it’s an issue with the printer itself, that would need to be enrolled.
- Low Disk Space – An alert would be raised for any device enrolled in the Standard plan, and remediation work completed automatically if no user approval is required.
- Hard Disk Failure – Diagnosis of a hard disk fault would normally require onsite or workshop support, a device would need to be enrolled in our Standard plan for this to be fully covered. We would be able to replace the disk, re-install the operating system or restore a backup (if there was one) in our workshop and return the device to site. The replacement disk would be an additional cost.
- E-mail Not Being Received – Yes, this is covered if the device (desktop, laptop etc) is at fault and enrolled in at least the Essentials plan. If the issue results from a fault on Microsoft 365, Gmail or other e-mail provider that must also be enrolled in at least the Essentials plan.
- New User Setup – This is a Change so would only be covered by our Standard plan. In a server and desktop environment, both would need to be enrolled for the setup to be included in the support agreement fees. If just the server is enrolled in Standard, the server part of the setup is included but not the desktop setup, that would be charged at our standard hourly rate.
- Device Infected or Victim of a Phishing Attack – Yes, this is covered if the infected device is enrolled in our Standard plan.
- Replacement Hardware – Neither the Essentials nor the Standard plans cover replacement hardware costs, however the Standard covers the onsite/workshop labour required to replace it.
- Application Updates and Upgrades – Yes this is covered if the devices to have the software installed or updated on are enrolled in the standard plan, as this classified as a ‘Move, Add or Change’. If the total time upgrading the software will exceed 2 hours such as rolling out a new accounts package across the company it won’t be covered. This is a project which does not fall under the term support.