Support (Retained) icon Support (Retained)

Overview

Retained support gives you a standing window for routine care and fast help when you need it. It keeps the small but important work moving and, should an urgent problem arise, gives you a named engineer who already understands your stack and constraints.

Choose a plan that fits how you operate: Retainer (Lite) includes 45 minutes each month for housekeeping and small requests; Retainer (4 seat) includes 1.5 hours; Retainer (8 seat) includes 3 hours; Retainer (16 seat) includes 7.5 hours. Additional time is billed in 15-minute blocks (£20) and retained clients queue-jump ad-hoc work. Typical use includes patching, plugin updates, certificate renewals, mailbox/admin changes, light user support, and quick advice (e.g., Wi-Fi placement or a tidy migration plan).

Many of the “fire-drills” we’re called to fix stem from drift: missed patches, stale plugins, untested changes, or unclear ownership. The cost isn’t just the fix; it’s downtime, lost momentum, and follow-on rework. A retainer doesn’t remove incidents, but it makes them rarer and shorter because routine work is handled and context is known.

Plans: Retainer (Lite) is a month-to-month service. Retainer (4/8/16 seat) has a 3-month minimum. No rollover.

Extras are billed in 15-minute blocks at £20 (effective £80/h).

What’s included

  • Single point of contact — senior engineer as your go-to
  • Reserved capacity each month (included time, 0.25h billing)
  • Priority response over ad-hoc work
  • Transparent reports and documented changes
  • Deliberate capacity caps to protect service levels

Good for

  • Patching & updates
  • Housekeeping
  • Recurring small changes
  • Light user support
  • 15min-increment
  • advisory
  • priority
  • proactive
  • retained
  • retainer
  • support

Details

Lead time:
On Demand
Billing:
Monthly
From:
£20.00 p/15 min

L3 Tech Support

…

An adult in the room when it matters.

Level-3 support is for complex issues that require senior engineering depth: analysis, forensics, or specialist integrations. These are tasks where standard support isn’t enough, and experience with architecture, scaling, or recovery makes the difference. We’ll scope each job with you and agree a fixed fee before starting.Typical areas include:Rescuing failed Exchange/IMAP migrationsKernel or storage tuning for high-volume mailComplex DNS/mailflow debuggingRecovery after unsupported changes or failed patchesCustom integrations (auth, logging, monitoring)Billing is POA, with work typically logged in 15-minute increments. For urgent break/fix incidents, see Emergency Support (no-fix-no-fee).

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