IT Solution Partner

Managed IT Service Packages

Choose the level of support that fits your business. Predictable costs, proactive protection, and guaranteed response times.

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Package Comparison

Compare features across our three service tiers

Feature	Essential R500 /month	Popular Business R1,500 /month	Enterprise R3,000 /month
Monthly Price	R 500	R 1,500	R 3,000
Contract Term	Month-to-month	12 months	24 months
Response Time	4 hours	2 hours	1 hour
Resolution Target	24 hours	12 hours	6 hours
Support Hours	9am-5pm Weekdays	8am-6pm Weekdays	24/7/365
Remote Support
Onsite Support		4 hours/month
After-Hours Emergency
Network Monitoring
Antivirus & Security	Basic	Advanced	Premium
Backup Management		Daily Verification	Real-time
Patch Management	Monthly	Weekly	Daily
System Health Check	Monthly Report	Weekly Dashboard	Real-time Dashboard
Quarterly Business Review
Dedicated Account Manager
Cybersecurity Audit			Annual
Hardware Discount	10%	15%	20%
Best For	1-5 computers	5-20 computers	20+ computers

Package Details

Everything you need to know about each service tier

Essential

R500/month

Perfect for home offices and micro-businesses

Included Services:

Remote Support - Unlimited remote troubleshooting
Help Desk Access - 9am-5pm phone/email support
Antivirus Management - Installation and updates
System Updates - Monthly patch management
Health Check - Monthly system report
Basic Security - Firewall configuration

Exclusions:

Onsite support (available at R400/visit)
After-hours support (available at R500/hour)
Network monitoring
Backup management

Ideal For:

• Home offices
• Micro-businesses (1-5 computers)
• Individual professionals
• Startups on a budget

Commitment: Month-to-month. Cancel anytime with 30 days notice.

Included Services:

All Essential features included
Onsite Support - 4 hours per month included
Network Monitoring - 24/7 proactive alerts
Backup Verification - Daily backup confirmation
Patch Management - Weekly updates
Hardware Warranty Support - 15% parts discount
Quarterly Business Review - Strategic IT meeting
Extended Support Hours - 8am-6pm weekdays
Priority Response - 2 hour response time
Mobile Device Management - Basic

Exclusions:

After-hours emergency support
Unlimited onsite (additional R300/hour after 4 hours)

Ideal For:

• Small businesses (5-20 computers)
• Retail shops
• Professional services (legal, accounting)
• Growing companies

Commitment: 12-month contract. Includes annual price lock.

Enterprise

R3,000/month

Complete IT management for critical operations

Included Services:

All Business features included
Unlimited Onsite Support - No hourly limits
24/7/365 Support - Emergency after-hours included
Dedicated Account Manager - Single point of contact
Real-time Monitoring - Instant alert response
Cybersecurity Audit - Annual full security assessment
Strategic IT Roadmap - 3-year technology plan
Compliance Support - Industry-specific requirements
Advanced Security - Endpoint detection and response
Data Protection Plan - Business continuity setup
Vendor Management - Software/hardware procurement
Monthly Executive Report - Performance dashboard
Priority Response - 1 hour response time

Ideal For:

• Medium to large businesses (20+ computers)
• Medical practices (compliance required)
• Financial services
• Legal firms
• Any business where downtime is critical

Commitment: 24-month contract. Includes annual price lock and priority support.

SLA

Service Level Agreements

Our commitment to you. Measurable. Guaranteed.

Ticket Priority Levels

Priority 1

CRITICAL

Complete Business Stop

• Entire network down
• Server offline - all users affected
• Security breach in progress
• Data loss incident

Priority 2

HIGH

Major Impact

• Single server down
• Multiple users cannot work
• Critical application unavailable
• Email system down

Priority 3

NORMAL

Minor Impact

• Single user issue
• Slow performance
• Printer problem
• Software installation request

Priority 4

LOW

Planning/Information

• How-to questions
• New user setup request
• Scheduled maintenance
• Feature enhancement request

Response & Resolution Targets

Priority	Essential	Business	Enterprise
Priority 1 (Critical)	Response: 30 min Resolution: 8 hours	Response: 15 min Resolution: 4 hours	Response: 5 min Resolution: 2 hours
Priority 2 (High)	Response: 2 hours Resolution: 24 hours	Response: 1 hour Resolution: 12 hours	Response: 30 min Resolution: 6 hours
Priority 3 (Normal)	Response: 4 hours Resolution: 48 hours	Response: 2 hours Resolution: 24 hours	Response: 1 hour Resolution: 12 hours
Priority 4 (Low)	Response: 24 hours Resolution: 5 business days	Response: 12 hours Resolution: 3 business days	Response: 6 hours Resolution: 2 business days

Service Credit Guarantee

If we miss our response or resolution targets, you receive service credits on your next invoice.

Response Time (P1)10% of monthly fee

Resolution Time (P1)20% of monthly fee

Response Time (P2)5% of monthly fee

Resolution Time (P2)10% of monthly fee

Repeated miss (same)Double credit

3+ misses in month50% of monthly fee

Maximum credit per month: 50% of your monthly fee. Credits are applied automatically - no claim needed.

Add-On Services

Enhance your package with additional capabilities

Additional Onsite Hour

Essential/Business

R300/hour

After-Hours Support (6pm-8am)

Essential/Business

R400/hour

Holiday Support

Essential/Business

R600/hour

Cybersecurity Audit

Any (one-time)

R3,500

Cloud Backup (per device)

Any

R100/month

Microsoft 365 License (Business Standard)

Any

R150/user/month

Google Workspace License (Business Standard)

Any

R120/user/month

Advanced Firewall Management

Any

R250/month

Mobile Device Management

Business/Enterprise

R80/device/month

Dedicated vCIO (Virtual CIO)

Business/Enterprise

R1,500/month

Service Exclusions

The following are NOT covered under managed service agreements:

✗Third-party software licensing fees

✗Hardware replacement parts (discount applies, not free)

✗Internet service provider issues

✗Power or electrical problems

✗Physical damage to equipment (drops, spills, etc.)

✗New computer setup (outside of replacement cycle)

✗Major software customization or development

✗Data recovery from physically damaged drives

✗Willful or negligent damage by client staff

✗Services explicitly excluded in your agreement

These services are available at standard project rates.

Getting Started

Onboarding Process

How we get you started with managed IT services

Discovery

1 hour

We meet to understand your business, goals, and current IT.

Assessment

2-4 hours

We audit your existing technology and identify gaps.

Recommendation

2 days

We present findings and recommend appropriate package.

Onboarding

1-2 weeks

We implement monitoring, security, and documentation.

Go-Live

Day 1

Your managed service begins with full support access.

Quarterly Review

Ongoing

We review performance and adjust as needed.

Onboarding fee: R1,500(waived for 12+ month contracts)

Ready to Get Started?

Request a Quote +268 7639 4418

support@logitec-computers.com | www.logitec-computers.com