IT Support Contracts in Ely

Step One: Working Out What You Actually Need

The starting point is a straightforward conversation about your office setup. We need to know how many Windows computers and laptops you have, what version of Microsoft 365 you're on, and whether you have any existing backup or security arrangements. This isn't a sales exercise - it's the information needed to tell you which plan makes sense and what it will cost.

At this stage, it also helps to know whether you've had recurring problems, whether anyone currently manages your updates, and whether your data is backed up and when it was last tested. Many businesses find at this point that backups haven't been checked in months, or that updates have been set to run but nobody has confirmed they're completing successfully.

Step Two: Choosing Your Plan

Once we know your setup, we'll outline the two contract options. Both cover Windows PCs, laptops and Microsoft 365 during office hours (including emergency support within those hours). We do not cover Apple Macs.

Business Essentials includes unlimited remote and phone support, with updates, backups and security kept in check. On-site visits are charged separately at £60 per call-out plus labour. Pricing per computer per month (excluding VAT):

• 1 computer: £36
• 2 to 3 computers: £31.20 each
• 4 to 9 computers: £25.20 each
• 10 to 17 computers: £22.20 each
• 18 or more computers: £21.60 each

Business Premium includes everything above, plus on-site labour and call-outs are covered in the monthly price. Pricing per computer per month (excluding VAT):

• 1 computer: £54
• 2 to 3 computers: £42 each
• 4 to 6 computers: £38.60 each
• 7 to 9 computers: £33.80 each
• 10 to 12 computers: £31.20 each
• 13 to 15 computers: £28.40 each
• 16 to 19 computers: £25.40 each
• 20 or more computers: £24.40 each

We price per computer, not per user. If your team shares machines, that distinction matters for your monthly total.

Step Three: Setting Up Remote Monitoring

Once you've chosen a plan, we set up remote monitoring on each of your covered machines. This is done remotely in most cases and doesn't require an engineer on-site to get started. The monitoring watches for failed updates, backup errors, security issues and signs of unusual activity.

From this point, your machines are being watched in the background during office hours. You don't need to do anything to trigger it - it runs automatically and flags issues to us as they arise, before they become faults your staff notice.

Step Four: What Happens When Something Goes Wrong

When a problem comes in - whether flagged by monitoring or reported by one of your staff - the first step is always remote diagnosis. Most software faults, Microsoft 365 issues, update failures and performance problems can be sorted without anyone needing to visit your office. A technician connects to the affected machine and works through it during office hours.

If the problem needs a physical presence - a hardware fault, a network issue that can't be fixed remotely, or a situation where someone needs to be at the machine - an engineer visits your office. Under Business Essentials, that visit is charged at £60 per call-out plus labour. Under Business Premium, it's included.

Support contracts come with response options to suit your business's needs. The right level of responsiveness to ask about is what matters to you most - that's part of the conversation when you set the contract up.

Step Five: Ongoing Maintenance Throughout the Contract

A support contract isn't just reactive. The ongoing element includes keeping Windows updates applied, checking that backups are completing properly, and making sure security software stays current. This happens in the background on a regular basis rather than waiting for something to go wrong first.

Microsoft 365 management is also included - licence renewals, account changes, password resets and configuration issues within your 365 environment are part of the contract rather than extras that get billed separately.

What If You're Not Ready for a Monthly Contract?

Pre-paid time blocks are available for businesses that prefer not to commit to a monthly arrangement. Each block includes monthly monitoring and priority service and is valid for up to six months:

• 4 hours: £312
• 8 hours: £592
• 16 hours: £1,123

A managed email service is also available; pricing is quoted on request based on your setup.

What You Should Expect at the End of the Process

After a contract is running, your office should notice fewer recurring problems and no unexpected IT bills from issues that could have been prevented. Staff spend less time managing their own machines. If something does go wrong, there's a clear process for getting it sorted rather than a scramble to find someone who can help.

The clean-up side of a new contract is also worth mentioning. When monitoring goes on for the first time, it's normal to find a backlog of deferred updates, old software that needs removing, or backup jobs that have been failing silently. Sorting those out at the start is part of getting the contract to a clean baseline.

Get Started with IT Support for Your Ely Business

We're based in Bury St Edmunds. We cover businesses in Ely as part of our normal service area. Call us to talk through your setup and we'll give you a clear price based on what you actually have.