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Managed IT Services

MSA options

Our Services / Managed IT Services

Your managed services support agreement.

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 supporting infrastructure, devices and users.

Our support and advanced service options are layered over the top of this baseline forming the Managed Service Agreement.

Choose a MSA that aligns with your organisation

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 Yes
Anti-Virus protection and management Yes
Proactive system remediation Yes
Break-fix support requests no *
Change support requests no *
User End Point
End point management (user device) Yes
Anti-Virus protection and management Yes
Proactive device remediation Yes
Break-fix support requests no *
Change support requests no *
Technical Account Management
Dedicated account manager Yes
Managed IT procurement services Yes
Subscription and renewal management Yes
Scheduled Virtual CIO roadmapping meetings Yes
Third party supplier management No *
General ICT consultation No *
Additional Benefits
IT Asset management Yes
MSA insights infrastructure / service reporting Yes
Self service ticket portal Yes
Silver Service Level Agreement (SLA) ** Yes

* 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 Yes
Anti-Virus protection and management Yes
Proactive system remediation Yes
Break-fix support requests Yes
Change support requests no *
User End Point
End point management (user device) Yes
Anti-Virus protection and management Yes
Proactive device remediation Yes
Break-fix support requests Yes
Change support requests no *
Technical Account Management
Dedicated account manager Yes
Managed IT procurement services Yes
Subscription and renewal management Yes
Scheduled Virtual CIO roadmapping meetings Yes
Third party supplier management Yes
General ICT consultation No *
Additional Benefits
IT Asset management Yes
MSA insights infrastructure / service reporting Yes
Self service ticket portal Yes
GOLD Service Level Agreement (SLA) ** Yes

* 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 Yes
Anti-Virus protection and management Yes
Proactive system remediation Yes
Break-fix support requests Yes
Change support requests Yes
User End Point
End point management (user device) Yes
Anti-Virus protection and management Yes
Proactive device remediation Yes
Break-fix support requests Yes
Change support requests Yes
Technical Account Management
Dedicated account manager Yes
Managed IT procurement services Yes
Subscription and renewal management Yes
Scheduled Virtual CIO roadmapping meetings Yes
Third party supplier management Yes
General ICT consultation Yes
Additional Benefits
IT Asset management Yes
MSA insights infrastructure / service reporting Yes
Self service ticket portal Yes
PLATINUM Service Level Agreement (SLA) ** Yes

* 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 Yes Yes Yes
Anti-Virus protection and management Yes Yes Yes
Proactive system remediation Yes Yes Yes
Break-fix support requests No * Yes Yes
Change support requests No * No * Yes
User End Point
End point management (user device) Yes Yes Yes
Anti-Virus protection and management Yes Yes Yes
Proactive device remediation Yes Yes Yes
Break-fix support requests No * Yes Yes
Change support requests No * No * Yes
Technical Account Management
Dedicated account manager Yes Yes Yes
Managed IT procurement services Yes Yes Yes
Subscription and renewal management Yes Yes Yes
Scheduled Virtual CIO roadmapping meetings Yes Yes Yes
Third party supplier management No * Yes Yes
General ICT consultation No * No * Yes
Additional Benefits
IT Asset management Yes Yes Yes
MSA insights infrastructure / service reporting Yes Yes Yes
Self service ticket portal Yes Yes Yes
Service Level Agreement (SLA)** Yes Yes Yes

* 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.

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