The support contract covers routine day-to-day IT support, so you don’t have to worry about extra charges. Any major changes or planned project work are usually handled separately so they can be scoped and priced properly.

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Typically covered (day-to-day support)

• User and device issues (PC/Mac problems, apps crashing, printers, email, accounts, access)
• Troubleshooting incidents and faults (remote, or on-site where needed)
• Routine admin and “keep-the-lights-on” changes (standard settings, fixes, guidance)
• Advice and coordination that helps keep things running smoothly

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Usually not covered (project work / major changes / new computers)

• Major migrations or platform changes (large data moves, tenant moves, system replacements)
• New office/site setups or significant network redesigns
• Large rollouts or major upgrades (hardware refresh programmes, big security programmes)
• Bespoke/one-off consultancy or build work that needs a defined scope and plan

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If something is outside scope, it’s always discussed upfront and clearly quoted before any work begins.

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