Managed plans
What's included
The single list of what every HCS managed plan covers. If it's on this list, it's covered — and anything not on it is quoted separately before we start.
This is the one list. It applies to every managed client and every plan we offer, so there is never a question of which version of the rules you are on.
Anything not on this list is excluded by default. That is not us being difficult — it is how you avoid the conversation nobody enjoys, where a job you assumed was covered turns up on an invoice. If it is on this page, it is covered. If it is not, we will tell you before we do it, and quote you a fixed price.
Support
- Unlimited remote support during business hours
- Guaranteed response times — published here, and the same on every plan
- Incident management, from the first call through to resolution
- Desktop and laptop support
- Server support
- Mobile device management — phones and tablets enrolled, secured, and wiped remotely if they walk off
- Adds, moves and changes — new starters, leavers, and people changing desks
- Vendor management — we deal with your line-of-business software vendors so you don't have to
Security
- Managed antivirus and ransomware protection on every covered device
- Threat monitoring, with 24/7 SOC coverage from the Watched plan up
- Security incident management
- Patch and update management for Microsoft and third-party software
- Password management system
- Security awareness guidance for your team
Management and reporting
- 24/7 infrastructure monitoring
- IT documentation and an asset register, kept current
- Monthly report in plain English — what happened, what we did, what needs attention
- Technology business review — we sit down with you and talk about what is working and what is not
- Procurement assistance and IT budget input
What that means in practice
Think of it like a buffet. You can come back as many times as you like, for as much as you like — but only of what is laid out on the buffet. Send us as many requests as you want for anything on the list above; that is what the monthly fee is for, and we would rather you asked early than sat on a problem.
From time to time you will need something that is not on the list. When that happens we will talk through the scope with you and give you a fixed price before any work starts. To give you a feel for the kind of thing that sits outside a managed plan:
- Moving office, or cabling and fitting out a new site
- A server or network rebuild, or a migration to a new platform
- Recovering a system we were not managing at the time it broke
- New hardware and software licences — we will source and quote them, but the goods themselves are billed separately
- Work caused by someone else changing something without telling us
None of those are surprises. They are projects, and projects get quoted.
Ready to stop firefighting