Managed IT Support Packages & Pricing
Straightforward managed IT, built around your business

Your IT support agreement should make your costs more predictable — not leave you wondering what is covered every time you need help.

Sysflex provides managed IT support for businesses that want a reliable helpdesk, proactive technology management and modern cyber security without building a full internal IT department.

Our packages are priced primarily around the number of users you have, the complexity of your IT environment and the level of service your business requires.

Managed IT support starts from £49 per user, per month.

Microsoft 365 licensing and other third-party subscriptions are priced separately, so you only pay for the licences and services your business actually needs

Choose the right level of support

We offer three managed service levels. Core, Managed & Complete.

Core Response:
From 30 Minutes

How much does managed IT support cost?

Every business is slightly different, which is why we do not try to force every customer into exactly the same IT environment.

Our managed support packages start from £49 per user, per month.

Your final monthly price will normally be based on:

• Number of users
• Number and type of managed devices
• Required response time
• Cyber security requirements
• Backup requirements
• Number of sites
• Servers and shared infrastructure
• Network complexity
• Specialist systems
• Microsoft 365 requirements

Before proposing a managed service, we review your environment and provide a clear monthly quotation.

You will see the difference between:

Managed IT support
Microsoft and software licensing
Infrastructure management, where required
Optional services
One-off project work

This means you know what your ongoing service costs and what is being charged separately.

Microsoft 365 licensing

Pay for the licences your users actually need

Microsoft 365 licensing is charged separately from your Sysflex managed IT service.

This gives you much greater flexibility.

Some employees may only need basic email and collaboration while others may require desktop Office applications, enhanced security, Teams Phone, Power BI, Project or specialist Microsoft services.

Depending on your requirements, we can provide and manage licences including:

• Microsoft 365 Business Basic
• Microsoft 365 Business Standard
• Microsoft 365 Business Premium
• Exchange Online
• Teams Phone
• Microsoft Project
• Microsoft Visio
• Power BI
• Microsoft Copilot
• Other Microsoft cloud services

Your Microsoft services can still be consolidated onto your Sysflex invoice.

The difference is that your IT support fee is no longer artificially tied to the Microsoft licence assigned to each employee.

What is included in managed IT support?

A simple way to think about it is:

Day-to-day support and management of your existing IT environment is covered.

For example:

• Outlook has stopped working
• A user cannot access their email
• Microsoft Teams is having problems
• A computer is running slowly
• A user needs an MFA or password reset
• A network drive has disappeared
• A printer is no longer connecting
• An existing application has stopped working
• A Windows update has caused a problem
• A user needs help accessing a business system
• A security alert has been generated
• An existing laptop needs troubleshooting
• A Microsoft 365 setting needs changing
• A user account needs creating or disabling
• A supplier needs technical information about your environment

These are normal support incidents and requests.

They form part of the ongoing management of your IT environment.

What counts as project work?

Day-to-day support is covered. Projects are agreed separately.

Your monthly support agreement is designed to support, maintain and manage your existing technology.

A significant piece of planned work that introduces, replaces, relocates or fundamentally changes a system is normally treated as a project.

Examples include:

• Microsoft 365 migrations
• Email migrations
• New server installations
• Server replacements
• Office moves
• New office deployments
• Network replacements
• Large Wi-Fi installations
• Firewall migrations
• SharePoint migrations
• Large data migrations
• Microsoft tenant migrations
• Intune deployments
• Microsoft Autopilot rollouts
• Large PC replacement programmes
• Major application deployments
• Business acquisitions and mergers
• Disaster recovery implementations
• Major infrastructure upgrades

Project work is scoped and quoted separately.

We will tell you when something falls outside your managed service and agree the work with you before proceeding.

There should not be a surprise project invoice simply because you contacted the helpdesk.

What about new PCs and laptops?

Supporting an existing computer is part of your managed IT service.

Supplying and deploying a new computer is different.

For example:

Covered by support

An employee’s existing laptop cannot connect to Outlook and requires troubleshooting.

Project or deployment work

You purchase a new laptop and require Sysflex to configure it, enrol it into your systems, install applications, transfer data and prepare the old computer for disposal.

New-device deployment may therefore be charged separately or included as an agreed allowance within your individual contract.

Hardware itself is not included unless specifically stated.

Onsite IT support

Most everyday support requests can be resolved much faster remotely.

Remote support is therefore included within our managed IT packages.

Where a problem genuinely requires an engineer onsite, attendance will either:

• Be included within an agreed onsite allowance
• Be covered by the terms of your individual contract
• Or be charged at an agreed preferential engineering rate

Managed and Complete customers receive priority when onsite attendance is required.

Planned installation and project work remains chargeable even where an onsite support allowance is included.

Servers, networks and infrastructure

Two businesses with the same number of employees can have completely different IT environments.

A 20-user cloud-based office may have very little shared infrastructure.

Another 20-user business might operate:

• Multiple Windows servers
• Virtualisation hosts
• Managed firewalls
• Managed network switches
• Large Wi-Fi networks
• Site-to-site VPNs
• Multiple offices
• Production systems
• Specialist applications

Where significant shared infrastructure requires ongoing management, we may add an agreed infrastructure or site management charge to your monthly service.

This is agreed before the support contract begins.

It means customers with straightforward environments do not subsidise organisations operating significantly more complex infrastructure.

Third-party and specialist applications

Sysflex can act as your technical point of contact with other technology suppliers.

If a problem involves an existing third-party application, we will normally help identify whether the issue sits with:

• Your computer
• Your network
• Microsoft 365
• Your server
• Your internet connection
• Or the application itself

We can then work with the relevant supplier on your behalf.

However, specialist engineering, software development or consultancy relating to systems maintained by another supplier is not automatically included within your monthly service.

Examples might include:

• ERP systems
• Sage and accounting applications
• CAD and CAM software
• Manufacturing software
• Bespoke Microsoft Access databases
• Machine control systems
• Industry-specific applications
• Custom-developed software

Where substantial specialist work is required, we will discuss this with you before additional charges are incurred.

Hardware and third-party costs

Your managed service covers the support and management of agreed technology.

It does not normally include the cost of purchasing replacement equipment.

Unless specifically included in your agreement, items such as the following are charged separately:

• PCs and laptops
• Servers
• Monitors
• Replacement components
• Firewalls
• Network switches
• Wi-Fi access points
• Manufacturer warranties
• Internet connections
• Third-party software
• Microsoft licences
• Specialist cloud services

Sysflex can procure, configure and manage these services for you.

Out-of-hours and planned work

Our standard managed IT service operates during agreed business support hours.

Critical monitoring and security services may continue outside these hours depending on your package.

Planned engineering requested specifically during evenings or weekends may be chargeable.

Typical examples include:

• Server upgrades
• Migrations
• Office moves
• Major network changes
• Planned system shutdowns
• Infrastructure replacements

Where work needs to happen outside working hours to minimise disruption, we will agree this with you as part of the project.

Understanding our response times

Our stated response times are initial response targets, not guaranteed resolution times.

For example:

Core

4 business-hour initial response target

Managed

1 business-hour initial response target

Complete

Priority response from 30 minutes for agreed critical incidents

A response means an engineer has begun assessing or working on the issue.

Resolution times vary because some incidents depend on:

• Replacement hardware
• Internet providers
• Microsoft
• Software vendors
• Third-party suppliers
• Further investigation

We also prioritise incidents according to business impact.

A company-wide outage will therefore take priority over a minor problem affecting a single user.

Why businesses choose Sysflex IT

A local IT team with broader technology capability

Sysflex IT is part of the wider Sysflex technology group.

Alongside managed IT and cyber security, our specialist teams work across:

• Business networking
• Cloud technology
• Audio visual systems
• Microsoft Teams Rooms
• Digital signage
• CCTV
• Access control
• Connected workplace technology

That makes us particularly well suited to businesses with more complex sites and technology requirements.

Instead of several suppliers blaming one another when a problem crosses between systems, Sysflex can take a broader view of the technology across your organisation.

One technology partner. Specialist teams where you need them.

Which managed IT package is right for us?

For most businesses, we recommend starting with Managed.

It provides the balance of responsive IT support, proactive management, backup and cyber security that most modern businesses require.

Core can work well for smaller and simpler environments.

Complete is designed for organisations where IT is particularly business-critical or where greater security, resilience and strategic management are required.

You do not need to decide which package you need before contacting us.

We’ll review your environment and recommend the most appropriate option.

Frequently asked questions

Does Microsoft 365 come with the support package?

Microsoft licensing is priced separately.

This allows different users to have different Microsoft licences while keeping your managed support service consistent.

We can supply, manage and invoice Microsoft licensing alongside your Sysflex services.

Is support unlimited?

Day-to-day remote support for supported users and systems is included within the scope of your managed service.

Major projects, new deployments, significant infrastructure changes and work outside the agreed environment are quoted separately.

Do you charge every time we call?

No.

Normal helpdesk support covered by your agreement does not generate an additional engineering invoice every time somebody contacts us.

Is onsite support included?

This depends on the package and contract agreed with you.

Some agreements include an onsite allowance while others provide onsite engineering at a preferential managed-client rate.

Are projects included?

No, unless specifically agreed within your individual contract.

Projects are scoped and priced separately so your normal monthly support fee remains predictable.

Can you support our servers and network as well as our users?

Yes.

Servers, networking, firewalls and other shared infrastructure can be incorporated into your managed service.

Complex environments may attract an additional infrastructure management charge.

Do we have to replace our existing systems before becoming a customer?

Not necessarily.

We normally assess the environment first.

If we identify systems that represent an unacceptable security, reliability or support risk, we will explain the issue and provide recommendations.

Any significant remediation work will be clearly separated from your ongoing managed service price.

Can Sysflex take over from our existing IT provider?

Yes.

We can manage the transition from your existing provider, document your environment and take responsibility for your ongoing support.

Where the takeover requires significant migration or remediation work, this will be agreed with you separately.

Get a tailored managed IT support proposal

Every business has a different combination of users, systems, locations and security requirements.

Rather than asking you to build your own IT support package from a price list, we’ll review your requirements and provide a clear proposal.

You’ll see exactly what your monthly service includes and what, if anything, would be treated as additional project work.

Managed IT support from £49 per user/month

Microsoft licensing quoted separately.

Prefer to speak to somebody?

Call Sysflex IT on 0330 321 6284 or use the contact form at the bottom of the page. 

Looking for local IT support?

Sysflex provides business IT support to organisations in Swindon, Wiltshire and across the UK.

For more information about our local service, visit our Business IT Support in Swindon page.