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

Support (Emergency)

…

For when it's all going horribly wrong

Emergency support is for when things have already broken — outages, blocked delivery, DNS or login failures, critical cutovers that cannot wait. We scope and price per incident, with a clear agreement before we start. No fix, no fee: if we cannot materially resolve the issue, you will not be charged.We triage on first call and start remotely within minutes where capacity exists. You get direct access to senior engineers who can cut through, stabilise, and document the incident. Escalation to on-site is available if required. Our service caps on routine work keep emergency capacity responsive.Most emergencies fall between £250–£750, but complex cases may exceed this depending on scope and urgency. Work is billed in 0.25-hour increments, and any surcharges are agreed before work begins.

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