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Our managed services support agreement (MSA) will adapt to your organisation’s requirements. Customers have the flexibility to choose between three core levels to best suit their organisation’s current cycle. They also have added ability to switch between agreements and scale the scope.
Each of our MSA options ensures your organisation receives a management baseline. This baseline reflects our high level proactive approach to IT infrastructure, IT end point devices and users.
Our support and advanced service options are layered over the top of this baseline forming the Managed Service Agreement.
Epic IT have three core MSA options, each built on a proactive service offering. Customers can further layer specific and more advanced services that are seamlessly managed by the core MSA.
Further details, terms and conditions available in our proposals.
SILVER MSA
Proactive management and pay as you go support
| Plan Suitability | |
|---|---|
Applications and uses Suitable for organisations with minimal support requirements. Simply meaning servicing an environment that is not subject to alot of change and does not frequently require its infrastructure, users and devices to have issues resolved. However this still provides quality proactive management to ensure the organisation ICT is well managed.. | |
| Infrastructure | |
| Infrastructure (on-premise and cloud) management |  |
| Anti-Virus protection and management | |
| Proactive system remediation | |
| Break-fix support requests |  * |
| Change support requests | * |
| User End Point | |
| End point management (user device) | |
| Anti-Virus protection and management | |
| Proactive device remediation | |
| Break-fix support requests | * |
| Change support requests | * |
| Technical Account Management | |
| Dedicated account manager | |
| Managed IT procurement services | |
| Subscription and renewal management | |
| Scheduled Virtual CIO roadmapping meetings | |
| Third party supplier management | * |
| General ICT consultation | * |
| Additional Benefits | |
| IT Asset management | |
| MSA insights infrastructure / service reporting | |
| Self service ticket portal | |
| Silver Service Level Agreement (SLA) ** | |
* Available as pay-as-you-go at discounted MSA partner rate.
** Higher MSA supports stronger SLA which also means even better service desk response times.
Show features +GOLD MSA
Proactive management with unlimited break-fix support
| Plan Suitability | |
|---|---|
Applications and uses Suitable for organisations looking to manage the "status quo". Simply meaning servicing an environment that is not subject to alot of change but does frequently require its infrastructure, users and devices to have issues resolved. In addition, this MSA provides higher level proactive management to ensure the organisation ICT is well managed. | |
| Infrastructure | |
| Infrastructure (on-premise and cloud) management | |
| Anti-Virus protection and management | |
| Proactive system remediation | |
| Break-fix support requests | |
| Change support requests | * |
| User End Point | |
| End point management (user device) | |
| Anti-Virus protection and management | |
| Proactive device remediation | |
| Break-fix support requests | |
| Change support requests | * |
| Technical Account Management | |
| Dedicated account manager | |
| Managed IT procurement services | |
| Subscription and renewal management | |
| Scheduled Virtual CIO roadmapping meetings | |
| Third party supplier management | |
| General ICT consultation | * |
| Additional Benefits | |
| IT Asset management | |
| MSA insights infrastructure / service reporting | |
| Self service ticket portal | |
| GOLD Service Level Agreement (SLA) ** | |
* Available as pay-as-you-go at discounted MSA partner rate.
** Higher MSA supports stronger SLA which also means even better service desk response times.
Show features +PLATINUM MSA
Proactive management with unlimited break-fix support
| Plan Suitability | |
|---|---|
Applications and uses Suitable for dynamic, scaling organisations on the go. Simply meaning servicing an environment that is subject to alot of change in infrastructure, users and devices as well as requiring frequent resolutions to problems. In addition, this MSA provides advanced proactive management to ensure the organisation ICT is well managed. | |
| Infrastructure | |
| Infrastructure (on-premise and cloud) management | |
| Anti-Virus protection and management | |
| Proactive system remediation | |
| Break-fix support requests | |
| Change support requests | |
| User End Point | |
| End point management (user device) | |
| Anti-Virus protection and management | |
| Proactive device remediation | |
| Break-fix support requests | |
| Change support requests | |
| Technical Account Management | |
| Dedicated account manager | |
| Managed IT procurement services | |
| Subscription and renewal management | |
| Scheduled Virtual CIO roadmapping meetings | |
| Third party supplier management | |
| General ICT consultation | |
| Additional Benefits | |
| IT Asset management | |
| MSA insights infrastructure / service reporting | |
| Self service ticket portal | |
| PLATINUM Service Level Agreement (SLA) ** | |
* Available as pay-as-you-go at discounted MSA partner rate.
** Higher MSA supports stronger SLA which also means even better service desk response times.
Show features +| Plan Suitability | |||
|---|---|---|---|
| Applications and uses | Suitable for organisations with minimal support requirements. Simply meaning servicing an environment that is not subject to alot of change and does not frequently require its infrastructure, users and devices to have issues resolved. However this still provides quality proactive management to ensure the organisation ICT is well managed. | Suitable for organisations looking to manage the "status quo". Simply meaning servicing an environment that is not subject to alot of change but does frequently require its infrastructure, users and devices to have issues resolved. In addition, this MSA provides higher level proactive management to ensure the organisation ICT is well managed. | Suitable for dynamic, scaling organisations on the go. Simply meaning servicing an environment that is subject to alot of change in infrastructure, users and devices as well as requiring frequent resolutions to problems. In addition, this MSA provides advanced proactive management to ensure the organisation ICT is well managed. |
| Infrastructure | |||
| Infrastructure (on-premise and cloud) management | | | |
| Anti-Virus protection and management | | | |
| Proactive system remediation | | | |
| Break-fix support requests | * | | |
| Change support requests | * | * | |
| User End Point | |||
| End point management (user device) | | | |
| Anti-Virus protection and management | | | |
| Proactive device remediation | | | |
| Break-fix support requests | * | | |
| Change support requests | * | * | |
| Technical Account Management | |||
| Dedicated account manager | | | |
| Managed IT procurement services | | | |
| Subscription and renewal management | | | |
| Scheduled Virtual CIO roadmapping meetings | | | |
| Third party supplier management | * | | |
| General ICT consultation | * | * | |
| Additional Benefits | |||
| IT Asset management | | | |
| MSA insights infrastructure / service reporting | | | |
| Self service ticket portal | | | |
| Service Level Agreement (SLA)** | | | |
* Available as pay-as-you-go at discounted MSA partner rate.
** Higher MSA supports stronger SLA which also means even better service desk response times.
Managed IT Services
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