Decoding IT · Service Plans

Which plan fits the way you actually work?

Five ways to get IT support, from a bank of hours through to a complete outsourced department. Pick the one that sounds closest — each opens with what it covers, and the terms that apply.

3
Plan Sizes
5–20
Hours Per Month
8×5
Support Coverage
∞
Ticket Raises

MegaFix SME is IT support bought as a bank of hours rather than a headcount. You raise as many tickets as you like — the clock only runs while an engineer is actively working on your issue.

Three sizes, one service. Everything below applies to every plan; only the monthly hours change.

⏱️
A Monthly Bank of Hours
Choose 5, 10 or 20 hours a month. Time is logged against your bank only while we are working, so raising a ticket costs nothing.
  • Unlimited ticket raises
  • Time tracked per engagement
  • Full visibility in your portal
🔄
Unused Hours Carry Forward
A quiet month is not a wasted one. The balance carries forward to the end of your term, and a busy month draws from the month ahead.
  • Carry forward within the term
  • Heavy months borrow ahead
  • Running balance always visible
🏢
Remote First, Onsite Included
Most issues are resolved remotely within minutes. When someone needs to be there, onsite visits are included — drawn from the same hours, plus one hour per visit for travel.
  • No separate call-out fee
  • Onsite time deducted from the bank, plus 1 hour travel per visit
  • Dedicated technician for your account
🔑
L1 & L2 Support Included
Day-to-day end-user support across the tools your team actually uses, handled by certified engineers rather than a script.
  • Microsoft 365, email and accounts
  • Desktops, laptops and mobile devices
  • Printers, network and connectivity
Plan Hours / month Onsite visits Coverage
MegaFix SME 5 5 hrs Included — your hours, plus 1 hr travel per visit 8×5
MegaFix SME 10 10 hrs Included — your hours, plus 1 hr travel per visit 8×5
MegaFix SME 20 20 hrs Included — your hours, plus 1 hr travel per visit 8×5
How your hours are used
📝
Step 1
Raise
Portal, email or phone
👤
Step 2
Assign
Your technician picks it up
🔧
Step 3
Resolve
Remote or onsite
⏱️
Step 4
Log
Time deducted, balance shown
📊
Step 5
Review
Monthly usage report
📊
Your hour balance, ticket history and monthly usage are all visible in the MyIT Portal — no need to ask us where you stand.
📋
Terms & Conditions
How the hours, response targets and scope work

These terms set out how the MegaFix SME plan works in practice — what your monthly hours cover, how they carry forward, what response times apply, and where the boundaries of the service sit.

They apply to all three tiers. The only difference between them is the size of the monthly hour bank: 5, 10 or 20 hours. Everything else on this page is the same whichever you choose.

⌛
1. Your Monthly Hours
Each month the plan credits your agreed number of support hours. Time is drawn from that bank as work is carried out.
  • Logging tickets is unlimited — hours are consumed by the work, not the request
  • Time is recorded against the ticket and visible in your MyIT Portal
  • Both remote and onsite work draw from the same bank
🚗
2. Onsite Visits
There is no cap on how many times we come to site. Onsite work is charged against your hour bank as worked, plus one additional hour per visit to cover travel — so a three-hour job on site deducts four hours. The travel hour is recorded as its own entry, so you can always see it separately from the work itself.
  • Unlimited number of visits
  • Onsite work deducts the time worked, plus 1 hour per visit for travel
  • The travel hour is logged as a separate entry
  • Visits are scheduled by agreement, within business hours
🔄
3. Rollover & Borrowing
Hours are not use-it-or-lose-it. A quiet month is banked; a heavy month can draw on what is coming.
  • Unused hours roll forward to the following month
  • Rolled-over hours remain valid until the contract end date
  • Overrun in a month is offset against the next month's entitlement
🏁
4. End of Term
Any balance still unused when the contract term ends does not simply disappear.
  • Remaining hours can be applied to other services we provide
  • Applied by agreement before the term closes
  • Balances do not carry into a new term automatically
The short version: raise as many tickets as you like. What is measured is engineer time, it is pooled across remote and onsite, and it follows you through the year rather than expiring each month.

Response and resolution targets. Response is the time to a human engineer picking the ticket up. Resolution is the target for restoring service. Both are measured during coverage hours.

Priority Response Resolution Target Typical Example
Critical 1 hour 4 hours Business stopped — server or site down
High 4 hours 8 hours A team or key system blocked
Medium 8 hours Next business day One user unable to work normally
Low Next business day 3 business days Requests, changes, questions
✅ Included in the plan
  • Unlimited helpdesk tickets — L1 and L2
  • Endpoint support — desktops, laptops and user devices
  • Server support, L1 and L2
  • Network support, L1 and L2
  • Onsite visits, unlimited in number, drawn from your hour bank plus 1 hour travel per visit
  • 8×5 coverage with the response targets above
  • MyIT Portal access to tickets, hours used and reports
⚠️ Not included
  • Monitoring / RMM — no agent-based monitoring or automatic alert tickets
  • Patch management — operating system and application patching
  • Managed backup — backup platform, jobs and restore testing
  • Security monitoring — alerting, incident response and reporting
  • L3 and specialist engineering — quoted separately
  • Project work, migrations and new deployments
  • Hardware, software licences and third-party subscriptions
  • Work outside coverage hours, unless agreed in advance
  • A named account manager
  • Cabling, structured works and physical installation
MegaFix SME is a support plan, not a managed service. It covers people fixing things when something is wrong. Proactive monitoring, patching, backup and security are delivered by GigaManaged, GigaExtend and TeraSecure, and can be added alongside this plan.
🕐
Coverage Hours
  • 8×5 — standard business hours on working days
  • The targets above are measured within coverage hours only
  • Work outside those hours is arranged and quoted in advance
📅
Term & Renewal
  • The plan is contracted on a 12 month term
  • Tier can be moved up or down at renewal, or earlier by agreement
  • Hour balances are settled at the end of the term, not carried into a new one
💳
Billing & Payment
  • The plan fee is billed monthly or quarterly in advance
  • Billing frequency is chosen at the start of the term
  • The fee is fixed for the term, whatever the month-to-month usage
  • Anything outside the plan is quoted and approved before work starts
🤝
What We Need From You
  • A named contact who can approve work and access
  • Remote access to the systems in scope, and our agent installed
  • Timely access to site and to systems when onsite work is needed
  • Current licences and vendor support for the products we maintain
📊
Hours used, hours remaining and every ticket raised are visible in your MyIT Portal at any time — so the balance is never a surprise at renewal.
L3
Senior Engineers Only
5–20
Hours Per Month
8×5
Support Coverage
0
Triage Queues

MegaAssist is co-managed IT. Your team keeps the helpdesk and the day-to-day; we are the senior layer behind them for the problems that need depth — a complex migration, a stubborn incident, an architecture decision.

Escalations go straight to an L3 engineer. There is no first-line queue to pass through, because your own team is that first line.

🎯
Direct to L3
You escalate, a senior engineer picks it up. No re-explaining the problem to three people before reaching someone who can solve it.
  • Named escalation contact
  • No L1 or L2 handoff
  • Context retained between engagements
⏱️
A Monthly Bank of Hours
Choose 5, 10 or 20 hours a month. Incidents, project work, advisory sessions and onsite visits all draw from the same allowance, with one hour added per onsite visit for travel.
  • One pool for every kind of work
  • Time logged per engagement
  • Balance visible in your portal
🔄
Unused Hours Carry Forward
Escalation demand is lumpy by nature. Quiet months carry forward to the end of your term, and a heavy month draws from the month ahead.
  • Carry forward within the term
  • Heavy months borrow ahead
  • Nothing wasted, nothing lost
🧠
Depth Across the Stack
Senior expertise in the platforms your environment actually runs on, not a generalist reading from a knowledge base.
  • Servers, virtualisation and HCI
  • Network, firewall and connectivity
  • Microsoft 365, Azure and identity
  • Backup, recovery and DR
🏢 Your Team Owns
  • Helpdesk and end-user support (L1)
  • Basic network and device management (L2)
  • Day-to-day monitoring and patching
  • User and vendor communication
  • Change approval
🛠️ We Own
  • Complex incident diagnosis and resolution
  • Infrastructure architecture and design
  • Security incident investigation
  • Advanced migrations and project delivery
  • Vendor escalation and deep-dive analysis
Plan Hours / month Onsite visits Account manager
MegaAssist 5 5 hrs Included — your hours, plus 1 hr travel per visit —
MegaAssist 10 10 hrs Included — your hours, plus 1 hr travel per visit —
MegaAssist 20 20 hrs Included — your hours, plus 1 hr travel per visit Included
📊
Every escalation, the time logged against it and your remaining balance are visible in the MyIT Portal — your team can see exactly where the hours went.
📋
Terms & Conditions
How the hours, response targets and scope work

These terms set out how the MegaAssist plan works in practice — what your monthly hours cover, how they carry forward, what response times apply, and where the boundaries sit between your team and ours.

They apply to all three tiers. What changes with the tier is the size of the hour bank — 5, 10 or 20 hours — the response targets, and a small number of extras noted below.

This is a co-managed plan. Your IT team keeps first-line support. We come in at L2 and L3 — escalation, complex infrastructure, architecture and advanced troubleshooting. First-line helpdesk is not part of MegaAssist.
⌛
1. Your Monthly Hours
Each month the plan credits your agreed number of senior-engineer hours. Time is drawn from that bank as work is carried out.
  • Raising an escalation is unlimited — hours are consumed by the work
  • Time is recorded against the ticket and visible in your MyIT Portal
  • Remote and onsite work draw from the same bank
🛠️
2. Hours Are Redeemable
Unlike a pure support retainer, MegaAssist hours are not restricted to break-fix. They can be spent on planned work.
  • Redeemable against project or implementation work
  • Scope agreed in writing before the work starts
  • Drawn from the same bank, plus 1 hour per onsite visit for travel
🔄
3. Rollover & Borrowing
Hours are not use-it-or-lose-it. A quiet month is banked; a heavy month can draw on what is coming.
  • Unused hours roll forward to the following month
  • Rolled-over hours remain valid until the contract end date
  • Overrun in a month is offset against the next month's entitlement
🚗
4. Onsite & End of Term
There is no cap on visits, and a balance left at the end of the term is not simply written off.
  • Unlimited number of onsite visits; each deducts the time worked plus 1 hour for travel
  • Visits scheduled by agreement, within coverage hours
  • Remaining hours can be applied to other services before the term closes

Response and resolution targets. These improve with the tier — a larger bank buys a faster commitment, not just more hours. Response is the time to a senior engineer picking the escalation up; resolution is the target for restoring service. Both are measured during coverage hours.

Priority MegaAssist 5 MegaAssist 10 MegaAssist 20
Critical 2 hrs / 8 hrs 1 hr / 4 hrs 1 hr / 2 hrs
High 4 hrs / Next day 2 hrs / 8 hrs 2 hrs / 4 hrs
Medium Next day / 3 days 4 hrs / Next day 4 hrs / Next day
Low Next day / 5 days Next day / 3 days Next day / 3 days
✅ Included in the plan
  • L3 escalation — complex infrastructure, architecture, advanced troubleshooting
  • L2 support alongside your own first line
  • Hours redeemable for project or implementation work
  • Onsite visits, unlimited in number, drawn from your hour bank plus 1 hour travel per visit
  • 8×5 coverage with the response targets above
  • MyIT Portal access to tickets, hours used and reports
⚠️ Not included
  • L1 / first-line helpdesk — retained by your own team
  • Monitoring / RMM — no agent-based monitoring or automatic alert tickets
  • Patch management — operating system and application patching
  • Managed backup — backup platform, jobs and restore testing
  • Security monitoring — alerting, incident response and reporting
  • Hardware, software licences and third-party subscriptions
  • Work outside coverage hours, unless agreed in advance
  • Cabling, structured works and physical installation
MegaAssist is senior engineering capacity, not a managed service. It gives your team L2 and L3 depth to call on. Proactive monitoring, patching, backup and security are delivered by GigaManaged, GigaExtend and TeraSecure, and can be added alongside this plan.
⭐
What Each Tier Adds
  • MegaAssist 5 — 5 hours, L2/L3 escalation, redeemable hours
  • MegaAssist 10 — 10 hours, faster targets, annual review meeting
  • MegaAssist 20 — 20 hours, fastest targets, dedicated account manager, vCISO advisory (2 sessions a year)
💳
Term & Billing
  • Contracted on a 12 month term
  • Billed monthly or quarterly in advance, chosen at the start of the term
  • The fee is fixed for the term, whatever the month-to-month usage
  • Tier can be moved up or down at renewal, or earlier by agreement
🕐
Coverage Hours
  • 8×5 — standard business hours on working days
  • Targets above are measured within coverage hours only
  • Work outside those hours is arranged and quoted in advance
🤝
What We Need From You
  • A first-line team who triage before escalating to us
  • A named technical contact who can approve work and access
  • Remote access to the systems in scope
  • Current licences and vendor support for the products we maintain
📊
Hours used, hours remaining and every escalation raised are visible in your MyIT Portal at any time — so the balance is never a surprise at renewal.
1
Plan, No Tiers
6
Areas Covered
24×7
Network Monitoring
8×5
Support Coverage

GigaManaged IT is your complete IT department, delivered as one plan. Servers, network, endpoints and backup — monitored, maintained and supported, with quarterly reviews and a single point of contact.

There are no tiers to compare and no plan to outgrow. What flexes is the scope, sized to what you actually run.

🖥️ Managed Servers
  • Physical and virtual
  • Windows and Linux
  • On-premise or cloud-hosted
  • Patched and maintained
🌐 Managed Network
  • Routers, switches, firewalls
  • Wi-Fi and access points
  • Configuration managed
  • Kept current against known CVEs
💻 Endpoint Management
  • Laptops, desktops, mobile
  • Monitored and supported
  • Remote support wherever staff work
  • Asset register maintained
💾 Managed Backup
  • Servers, workstations, business data
  • Automated jobs, monitored daily
  • Restore testing — not just backup
  • Failures raised, not buried
📋 Quarterly Health Checks
  • Full environment review
  • Performance and capacity
  • Security posture
  • Documented and handed over
📡 24×7 Monitoring
  • Every device on your network
  • Round-the-clock visibility
  • Alerting outside office hours
  • Issues caught before outages

One plan, scoped to your environment. The coverage below is the same for every client; these are the variables we size with you during discovery.

Scoped to you Options
Users and devices Any number — priced per device, per month
Sites Single or multi-site
Onsite visits None · Monthly · Fortnightly · Weekly · Unlimited · Full-time engineer
Support coverage 8×5, with 24×7 network monitoring throughout
Account management Dedicated account manager included
From first call to fully managed
🔍
Step 1
Discovery
Servers, network, endpoints audited
⚙️
Step 2
Onboarding
Agents deployed, portal provisioned
✅
Step 3
Steady State
Actively managed from day one
📊
Infrastructure health, ticket history, health check reports and asset registers are all visible in your MyIT Portal — you can see what we see.
📋
Terms & Conditions
How the hours, response targets and scope work

These terms set out how GigaManaged works in practice — what the monthly fee covers, how onsite attendance is agreed, what response times apply, and where the boundaries of the service sit.

There is one plan and no tiers. What is sized to you is the scope: how many devices and users, how many sites, and how much onsite presence you need.

There is no bank of hours on this plan. Remote support is unlimited — you are not counting time, and neither are we. What the fee is based on is the number of devices under management, so the cost tracks the size of your estate rather than how busy a month happens to be.
📡
1. Unlimited Remote Support
Every level of support is in the plan — first line through to senior engineering — with no per-ticket or per-hour charge.
  • L1, L2 and L3 all included
  • Unlimited tickets and unlimited remote time
  • Delivered within coverage hours
🚗
2. Onsite Attendance
Onsite presence is agreed per contract rather than fixed by the plan, because what a single office needs and what a multi-site operation needs are not the same.
  • Agreed at contract: none, monthly, fortnightly, weekly, unlimited, or a full-time engineer
  • Your agreed level is stated in your contract schedule
  • Attendance beyond it is quoted in advance
📈
3. Proactive Monitoring
Monitoring runs continuously, including outside your working hours. Alerts become tickets automatically rather than waiting to be noticed.
  • Servers and VMs, network devices, endpoints and cloud services
  • Alerts raised as tickets automatically
  • Monitoring is 24×7; response to those alerts follows coverage hours
💾
4. Backup & Health Checks
Backups are managed and verified, and the environment is reviewed on a regular cycle rather than only when something breaks.
  • Backup runs on your own platform — hybrid local and cloud
  • Retention is set per agreement, not fixed by the plan
  • Quarterly health check: patch status, disk health, backup verification, AV status

Response and resolution targets. Response is the time to an engineer picking the ticket up. Resolution is the target for restoring service. Both are measured during coverage hours.

Priority Response Resolution Target Typical Example
Critical 2 hours 8 hours Business stopped — server or site down
High 4 hours Next business day A team or key system blocked
Medium Next business day 2 business days One user unable to work normally
Low Next business day 5 business days Requests, changes, questions
✅ Included in the plan
  • Unlimited remote support — L1, L2 and L3
  • Server, network, endpoint and cloud support
  • 24×7 monitoring with automatic alert tickets
  • Managed backup on your platform, with restore verification
  • Server patching — operating system and applications, after hours
  • Quarterly health check and report
  • Onsite attendance at the level agreed in your contract
  • A named account manager throughout
  • MyIT Portal access to tickets, assets and reports
⚠️ Not included
  • Endpoint patching — servers are patched, laptops and desktops are not
  • Security monitoring — alerting, incident response and reporting
  • Project work, migrations and new deployments
  • Hardware, software licences and third-party subscriptions
  • Backup platform licensing — the platform is yours
  • Work outside coverage hours, unless agreed in advance
  • Cabling, structured works and physical installation
Endpoint patching and security monitoring are delivered separately. Server patching is part of this plan; patching for laptops and desktops sits with GigaExtend, and security monitoring, incident response and reporting with TeraSecure. Both can be added alongside this plan.
🕐
Coverage Hours
  • 8×5 — standard business hours on working days
  • Targets above are measured within coverage hours only
  • Monitoring runs 24×7; response to alerts follows coverage hours
💳
Term & Billing
  • Billed per device, per month
  • Payable monthly or quarterly in advance, chosen at the start of the term
  • Contracted on a 12 month term
  • Devices added or removed are reflected at the next billing cycle
📏
Scoped To You
  • Number of users and devices under management
  • Single site or multi-site
  • Level of onsite attendance
  • All confirmed during discovery and stated in your contract
🤝
What We Need From You
  • A named contact who can approve work and access
  • Our monitoring agent installed on devices in scope
  • A backup platform with valid licensing
  • Current licences and vendor support for the products we maintain
📊
Infrastructure health, ticket history, asset registers and health check reports are all visible in your MyIT Portal — you can see what we see.
2
Plans
24×7
Threat Monitoring
8×5
Support Coverage
ISO
27001 Aligned

TeraSecure is managed security: protection on every endpoint and identity, threat detection running around the clock, and someone accountable for acting on what it finds.

Two plans. Protect is the security layer itself. Total Care adds full remote and onsite support on top, so one team owns both the protection and the response.

🛡️
Endpoint & Identity Protection
Managed protection across the devices and accounts attackers actually target, configured and maintained rather than installed and forgotten.
  • Endpoint detection and response
  • Email and phishing protection
  • Identity and access hardening
📡
24×7 Threat Detection
Monitoring runs continuously, including outside your working hours. Alerts are reviewed by engineers, not left in a console for someone to find.
  • Continuous security monitoring
  • Engineer alert response
  • Escalation path defined in advance
🔎
Vulnerability Management
Knowing what is exposed is only useful if something closes it. Findings are tracked to remediation, not handed over as a report.
  • Regular vulnerability scanning
  • Findings ranked by real exposure
  • Remediation tracked to closure
📋
Compliance Support
Evidence, documentation and posture reporting for the standards you answer to — produced as a by-product of the service, not a scramble before an audit.
  • ISO 27001 aligned controls
  • Audit evidence retained
  • Posture reporting in your portal

Choosing between the two. Protect suits an organisation that already has support in place — its own IT team, or one of our other plans — and needs the security layer added. Total Care is for when the same team should own protection and day-to-day support together.

  Protect Total Care
Security tooling & hardening Included Included
24×7 threat monitoring Included Included
Remote support — Unlimited
Onsite support — As agreed
Named account manager — Included
Support coverage 8×5 8×5
Billed Per device, monthly Per user, monthly
Worth being clear: Protect covers the security layer, not day-to-day IT support. If nobody currently handles your helpdesk, pair it with GigaManaged or MegaFix — or choose Total Care, which includes support in the plan.
🔒
Security posture, open findings and monitoring status are visible in your MyIT Portal — so a board question about where you stand has an answer the same day.
📋
Terms & Conditions
How the hours, response targets and scope work

These terms set out how TeraSecure works in practice — what each plan covers, how incidents are handled, what response times apply, and where the boundaries sit.

There are two plans. Protect is the security layer on its own. Total Care is that same security layer with full IT support wrapped around it. Where a term differs between them it is stated.

Protect is not a support plan. It secures and monitors your estate, but it carries no helpdesk and no onsite attendance. If nobody currently handles your day-to-day IT, pair it with MegaFix or GigaManaged — or choose Total Care, which includes support.
🛡️
1. The Security Layer
On both plans. Managed and maintained by us, not handed over as tooling for you to run.
  • Antivirus / EDR — managed, licence included
  • SIEM and log monitoring, firewall management
  • Email security, MFA enforcement and monitoring
  • Vulnerability scanning, with a monthly security report
🚨
2. Incident Response
What happens when something is detected is the main difference between the two plans.
  • Protect — alert raised and a ticket created for action
  • Total Care — automatic containment, then you are notified
  • Alerts are reviewed by engineers, not left in a console
🔧
3. Patching
Both plans patch, but to a different scope — worth reading before assuming.
  • Protect — OS security patches only, Windows and network firmware, deployed after your approval
  • Total Care — OS and third-party applications, Windows and macOS, after-hours and automated
🚗
4. Onsite Attendance
On Total Care only. Agreed per contract rather than fixed by the plan, since a single office and a multi-site operation do not need the same.
  • Agreed at contract: none, monthly, fortnightly, weekly, unlimited, or a full-time engineer
  • Your agreed level is stated in your contract schedule
  • Attendance beyond it is quoted in advance
  • Not available on Protect

Response and resolution targets. Total Care carries the faster commitment. Response is the time to an engineer picking the ticket up; resolution is the target for restoring service. Both are measured during coverage hours.

Priority Protect Total Care Typical Example
Critical 2 hrs / 8 hrs 1 hr / 4 hrs Active incident or breach
High 4 hrs / Next day 2 hrs / 8 hrs A team or key system blocked
Medium Next day / 2 days 4 hrs / Next day Single user or contained issue
Low Next day / 5 days Next day / 3 days Requests, changes, questions
🛡️ Protect includes
  • Antivirus / EDR — managed, licence included
  • SIEM and log monitoring (Wazuh)
  • Firewall management
  • Email security — anti-spam and anti-phishing
  • MFA enforcement and monitoring
  • Monthly vulnerability scanning
  • Security alerts raised as tickets, monthly security report
  • OS security patching, after your approval
  • No helpdesk. No onsite. No account manager.
⭐ Total Care adds
  • Unlimited remote support — L1, L2 and L3
  • Onsite attendance at the level agreed in your contract
  • Backup management — Veeam or Acronis, 30 day retention
  • Patching of OS and third-party apps, after-hours automated
  • Automatic containment on incident, then notification
  • Dark web monitoring
  • Quarterly health check and onsite security review
  • Dedicated account manager
Not included on either plan: project work, migrations and new deployments; hardware, software licences and third-party subscriptions beyond those named above; work outside coverage hours unless agreed in advance; cabling, structured works and physical installation.
🕐
Coverage Hours
  • 8×5 — standard business hours on working days
  • Targets above are measured within coverage hours only
  • Threat monitoring runs continuously; response follows coverage hours
💳
Term & Billing
  • Protect is billed per device, per month
  • Total Care is billed per user, per month
  • Payable monthly or quarterly in advance, chosen at the start of the term
  • 12 month term. All prices are exclusive of VAT
📏
Minimums & Scope
  • Minimum 5 devices on either plan
  • Total Care is recommended from 8 devices upwards
  • Devices added or removed are reflected at the next billing cycle
🤝
What We Need From You
  • A named contact who can approve work and access
  • Our agents installed on the devices in scope
  • Approval turnaround for patches on Protect
  • Current licences and vendor support for the products we maintain
🔒
Security posture, open findings, incident history and monitoring status are visible in your MyIT Portal — so a board question about where you stand has an answer the same day.
1
Plan, Not Tiers
∞
Incidents Per Area
L2/L3
Engineering Depth
8×5
Support Coverage

GigaExtend is one plan applied to the technologies you actually run. Rather than buying a whole IT department, you put senior engineering behind the specific platforms that matter — the ones where an outage costs you, or where the in-house knowledge sits with one person.

Pick the areas you want covered. Within each, incidents are unlimited: you are buying ownership of a platform, not a quota of tickets.

🖥️ Servers & Virtualisation
  • Nutanix AOS / AHV clusters
  • VMware ESXi and vSAN
  • Windows and Linux servers
  • Capacity and performance
🌐 Enterprise Networking
  • Switching and routing
  • SD-WAN
  • Wireless and access points
  • Configuration and firmware
🔒 Firewall & Security Edge
  • Rule and policy management
  • Firmware upgrades
  • VPN administration
  • Change control on the edge
💻 Virtual Desktop
  • Citrix DaaS
  • Microsoft AVD
  • Image management and updates
  • Published application delivery
☁️ Cloud & Backup
  • Cloud infrastructure management
  • Backup policy and recovery
  • Immutable offsite copies
  • Restore testing
📧 Microsoft 365
  • Tenant administration
  • Exchange, Teams, SharePoint
  • Licence management
  • User onboarding and offboarding
How a technology area gets taken on
🔍
Step 1
Assessment
What you run, and its current state
📋
Step 2
Scope
Which areas, how many devices
⚙️
Step 3
Onboarding
Access, documentation, monitoring
✅
Step 4
Owned
We hold the platform from there
📊
Every incident, change and health check report for the areas we hold is visible in your MyIT Portal — so responsibility is always traceable.
📋
Terms & Conditions
How the technology areas, response targets and scope work

These terms set out how GigaExtend works in practice — what taking on a technology area means, what is unlimited and what is not, and where the boundaries sit.

There is one plan and no tiers. What is sized to you is which areas we hold and how much of each: the number of clusters, devices, firewalls, desktops or users under management.

GigaExtend is bought by technology area, not by ticket or by hour. Within an area you have taken, incidents are unlimited — nobody is counting. What determines the fee is which areas we hold and their size, so the cost tracks your estate rather than how eventful a month happens to be.
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1. What Taking an Area Means
We own the platform, not just the tickets raised against it. That includes the work nobody logs a ticket for.
  • L2 and L3 engineering on that platform
  • Configuration, change and firmware management
  • Vendor escalation handled by us, in our name
  • Documentation kept current as things change
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2. Unlimited, Within the Area
Unlimited applies inside each area you have taken. It does not extend to platforms we do not hold.
  • Unlimited incidents on a covered area
  • No hour bank and nothing to roll over
  • An area not on your contract is out of scope
  • Areas can be added at any point
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3. Onsite Attendance
Agreed per contract rather than fixed by the plan, since what a single data hall needs and what six branches need are not the same.
  • Agreed at contract: none, monthly, fortnightly, weekly, unlimited, or a full-time engineer
  • Your agreed level is stated in your contract schedule
  • Attendance beyond it is quoted in advance
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4. Reviews & Ownership
A held platform is reviewed on a cycle, and there is a named person accountable for it.
  • Monthly health check and report per area
  • A named account manager throughout
  • Monitoring on the areas where it applies
  • Annual review of scope and direction

Response and resolution targets. These apply to the technology areas on your contract. Response is the time to a senior engineer picking the incident up; resolution is the target for restoring service. Both are measured during coverage hours.

Priority Response Resolution Target Typical Example
Critical 2 hours 4 hours Cluster, firewall or desktop farm down
High 4 hours 8 hours Degraded performance or lost redundancy
Medium 8 hours Next business day Single node, rule or image issue
Low Next business day 3 business days Changes, requests, questions
✅ Included, per area taken
  • Unlimited incidents on that platform
  • L2 and L3 engineering
  • Configuration, change and firmware management
  • Vendor escalation raised and owned by us
  • Monthly health check and report
  • A named account manager throughout
  • Onsite attendance at the level agreed in your contract
  • MyIT Portal access to incidents, changes and reports
⚠️ Not included
  • Any area not on your contract — cover is per platform taken
  • End-user helpdesk — this is platform engineering, not L1 support
  • Project work, migrations and new build-outs
  • Hardware, software licences and vendor subscriptions
  • Work outside coverage hours, unless agreed in advance
  • Cabling, structured works and physical installation
GigaExtend is platform engineering, not a helpdesk. It puts senior engineers behind the technologies you nominate. If you also need day-to-day end-user support, pair it with MegaFix SME, or with GigaManaged where the whole estate should sit with one team.
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Coverage Hours
  • 8×5 — standard business hours on working days
  • Targets above are measured within coverage hours only
  • Work outside those hours is arranged and quoted in advance
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Term & Billing
  • Priced per technology area and its size — quoted on request
  • Payable monthly or quarterly in advance, chosen at the start of the term
  • Contracted on a 12 month term
  • Areas added mid-term are billed from the next cycle
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Scoped To You
  • Which technology areas we hold
  • How many clusters, devices, firewalls, desktops or users in each
  • Single site or multi-site
  • Level of onsite attendance
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What We Need From You
  • Administrative access to the platforms in scope
  • Current vendor support contracts on the hardware and software
  • A named technical contact who can approve changes
  • Notice of changes made by anyone else to a platform we hold
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Take one area or take several — the terms are identical for each, and areas can be added as your estate grows.
4
Questions
5
Plans Compared
2 min
To Complete
Free
No Sign-Up

If the shape of the requirement is still being worked out, the Service Plan Recommender is a quick way to narrow it down — four questions about how your organisation actually works, and it points to the plan that fits.

It runs on our website, takes about two minutes, and needs no sign-up or contact details. Use it to sanity-check what is proposed here, or to see what would change if your circumstances were different.

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Try it yourself decodingit.com/tools/service-plan-recommender
Open the Recommender
What it asks you
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Question 1
How Often
How often someone needs IT help
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Question 2
How Handled
Whether you have your own IT team
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Question 3
On Site
Whether you need people on site
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Question 4
Security
Whether cybersecurity is a priority

All five plans stay on screen throughout. Rather than hiding the options, the tool dims the ones your answers have ruled out and ticks the one that fits — so you can see what was set aside and why, not just the result.

📊 The plans it chooses between
  • MegaFix SME — support from a monthly bank of hours
  • MegaAssist — L2/L3 depth for a team that already has first line
  • GigaManaged — your complete IT department, one plan
  • TeraSecure — managed security, with or without support
  • GigaExtend — managed services for a specific layer
🎯 Where it helps
  • The requirement is still being defined
  • Several people need to agree on the approach
  • You want to check this proposal against a neutral view
  • Circumstances may change — new sites, more staff, an IT hire
  • You would rather explore before talking to anyone
A starting point, not a quotation. The recommender narrows five plans to the one that best matches four answers. Where an environment has particular constraints — compliance obligations, unusual sites, existing contracts — the proposal in front of you reflects those, and it takes precedence.
Content generated from the Decoding IT proposal library · 3 August 2026 · 6 sections