Managed IT Services Rates

What are managed IT services and managed services providers?

Bridge IT is a highly reputable it services company in Brisbane, QLD. As a managed services provider (MSP) we specialise in IT support that proactively manages and monitors your company’s IT infrastructure and IT systems. This includes onsite support & remote support for your computers, servers, mobile device management, networks, cloud systems and data.

Our in house team provides support services, fully managed or partially managed, to your entire team, from the business owner down. Managed IT services can help you save money by preventing small problems from turning into big ones.

How do MSPs differ from other types of IT support?

MSPs (Managed Service Provider) are different from other types of IT support in a few key ways. First, MSPs proactively manage and monitor your company’s technology infrastructure. This means they’re constantly on the lookout for problems and they can often fix them before they become big issues.

Second, MSPs usually charge a flat monthly fee instead of charging by the hour. This makes it easier to budget for your IT needs and it gives you predictability when it comes to your IT costs.

Finally, MSPs typically offer a wide range of services, which means they can be your one-stop shop for all your IT needs & business technology. This can save you time and money by consolidating all your IT support into one company.

How managed IT service pricing works?

As a Managed IT Service Provider, we have options to accommodate your needs and budgets. Our managed services rates range from partially managed services with variable rates, through to an all inclusive monthly flat fee which can help you with a set budget. There are several pricing models from basic it services where the services cost is low. This fee is usually based on the number of users you have and the level of support you need.

For example, if you have a small business with 10 employees, you can expect the services cost to be around $700 per month for basic managed IT services. If you need more comprehensive services, such as 24/7 support, server management, cyber security, data security, data storage, cloud backup or project management, you can expect to pay more.

The best way to get an accurate managed it services rates for your specific needs is to have a discovery meeting with us where we will go through all your current technology, your pain points, scan your network and establish your needs. etc.

Some factors to consider with pricing 

The price of managed IT services is not the only thing you should consider when choosing a provider. Here are some other factors to keep in mind:

Experience

25 years in the industry and have specialised in managed services for the last 10 years. We understand specific needs of small business and strive for the highest level of support and security based on industry best practices.

Support

Most of our businesses run general office hours but we have a few that run 24/7. We are happy to offer 24/7 support as an add on option to your plan. This will ensure you can always get help when you need it, no matter the time.

Services

We offer many services in house & have partnered with suppliers & distributors to be able to support even more. Our initial technology review will ensure we’re able to support everything you need, as well as get the best return on investment.

Location

We are based in Brisbane QLD. While most of our supported businesses are local, we also offer support for businesses Australia wide. If there is a need for a local technician, we have partners globally who step in to assist.  

Managed IT Service Options Available

There are a number of different managed IT services available. Here are some of the most common:

Definitions & Summary of services

It’s important that we clearly define the scope of the services we offer to avoid misunderstandings and disputes. While we will endeavour to help you in any way we can, we have standard restrictions & exclusions that are not included in our managed IT services.

1. Add, move, change” (AMC) work: The service plan is aimed at keeping your systems running, keeping them secure and minimising downtime. We’ll cover those things in your plan. Beyond that, AMC work refers to changes made to an organization’s IT infrastructure or systems, such as adding new hardware or software, moving existing hardware or software to a new location, or making changes to existing hardware or software configurations. Our standard hourly rate is charged for all major AMC work. (minor work may include adding a new user to a server or creating a new email address)
2. Legacy software and hardware: At our discretion, we may not offer support for outdated or unsupported software or hardware, as this can be resource-intensive and not cost-effective.

3. On-site support: There may be times that this will be included but normally we charge your standard hourly rate for on-site support. On-site support involves physically going to the client’s location to troubleshoot and resolve technical issues. This type of support can be resource-intensive, and is not included in the standard managed IT services contract. 

4. Data migration & Data Recovery: We do not include data migration or data recovery services in our standard packages. A set fee for these types of projects will be discussed before commencement. Data migration & data recovery involves transferring data from one system or platform to another, and can be complex and time-consuming.

5. Training: We are always around to provide advice and quick tips but lengthy training is not included in out standard services. Training can be booked and is charged at our standard hourly rate. Training can be an important aspect of IT support, but it can also be time-consuming and costly. 

Service Hours

Business Hours Monday to Friday 08:30 to 17:00
Outside Hours All other hours & public holidays

Fair use policy

We may apply our Fair Use Policy where in our reasonable opinion your usage of our Services is excessive and/or unreasonable as detailed in this paragraph.

We have developed our Fair Use Policy by reference to average client profiles and estimated client usage of our Services.

If your usage of our Services materially exceeds estimated use patterns over any month, or is inconsistent with normal usage patterns, then your usage will be excessive and/or unreasonable.

If your usage is excessive and/or unreasonable you may be contacted to advise that your usage is in breach of our Fair Use Policy.

We may then request that you stop or alter your usage to fall within our Fair Use Policy.

If your excessive or unreasonable usage continues after receipt of a request to stop or alter the nature of such usage, we may without further notice apply charges to your account for the excessive and/or

unreasonable element of your usage; suspend, modify or restrict your use of the Services or withdraw your access to the Services.

Exclusions

Bridge IT will always do everything possible to rectify every issue in a timely manner; however, there are exclusions which are not covered by the SLA and thus treated as additional support items. This proposal does not cover:

• Any hardware, software, services, information and data or other parts of the IT environment not managed by Bridge IT.
• Issues caused by using hardware, software, services, information and data or other parts of the IT environment in a way that is not recommended.
• If you’ve made unauthorized changes to the configuration or setup of affected, hardware, software, services, information, data or other parts of the IT environment.
• If you’ve prevented Bridge IT from performing required maintenance and tasks related to the management of the IT environment.
• Issues caused by unsupported hardware, software, services, information and data or other parts of the IT environment.
• Any 3rd party hardware supplier/vendor unable to supply equipment replacement parts.
• Bridge IT does not provide product warranties. Product warranties are provided by the vendors and are subject to the vendors warranty statements.
• Although Bridge IT co-ordinates the replacement of faulty parts with Vendors on your behalf, all device replacement parts are covered by Vendor’s warranty.
• Loss of profit due to loss of data, information, software or hardware.
• Any hardware not purchased from Bridge IT is subject to the warranties and terms of the supplier of that hardware, this we do not cover.
• Any workstation that is not up to the latest Operating system level will be upgraded, if possible, to the latest version at an additional charge, subject to age and condition of the hardware and any application specific role that this device performs.
• Any mission critical device, such as a server or backup device, that is out of Manufacturer Warranty will be renewed immediately. We have direct access to sell all manufacturer’s warranty for all vendors.

Any project work that is not included in the scope of works will be charged separately on a project-to-project basis. New hardware additions to an existing infrastructure under a managed service agreement will be charged as per the Service Summary and Fees schedule.