How we price, and why it’s structured this way.
Services are deliberately modular. Network, backup, security depth, server and cloud are separate commercial decisions — never bundled implicitly into a per-user rate.
It costs more to explain and it’s the only way cost, responsibility and risk stay honest.
Three tiers, consistently.
Across every operational discipline, we structure our service levels into three unambiguous tiers.
START
Built for controlled, low-frequency reactive use.
CORE
Fully managed operations within defined scope — the standard operating tier for most clients.
STRATEGIC
For business-critical environments needing priority handling, senior escalation and governance.
Fair use, published.
Services are sized to the intended operational scope of the tier. Related incidents count as one. Follow-ups on a resolved incident are included.
- Sustained incident volumes inconsistent with the contracted tier.
- Repeat incidents stemming from declined or deferred architectural recommendations.
- Ongoing reliance on START where active, CORE-level management is operationally required.
- Requests that shift the service from routine operations into software or infrastructure engineering.
If you outgrow a tier, we’ll say so.
Where usage materially exceeds the tier’s design intent, we’ll require an upgrade — and we’ll explain the operational reason. This is commercial, not punitive. It exists so responsibility, risk and cost stay aligned.
Fair use does not mean: unlimited support, guaranteed outcomes, absorption of unmanaged risk, or responsibility for decisions outside contracted scope.
Our services are deliberately modular. Network, backup, security depth, server and cloud are separate commercial decisions — never bundled implicitly into per-user pricing.
Dependencies, so nothing is assumed.
Routine service fees cover operational maintenance and availability. The following are always quoted and managed as distinct projects:
- Environment redesign, migration, and new system deployment
- Major operating system or firmware upgrades
- Architecture change, VLAN redesign, and network restructuring
- Any incident arising directly from an operational recommendation that was declined or deferred
Priority 1 (P1) defined
P1 is a critical unplanned outage where a core production service is unavailable or severely degraded, with material business impact and no reasonable workaround. P1 is about availability — not performance tuning, configuration changes or advisory work.
Onsite support policy
Remote by default. Onsite attendance occurs where remote resolution isn’t feasible, subject to engineer availability, within 25 km of our Cape Town office.
Beyond that radius, onsite visits require prior approval, with travel charged at the official standard AA rate per kilometre for distance travelled beyond the 25 km radius.