Risk Mitigation

Per User Licensing & Device Policy

• All plans are priced per registered user and include support for one primary device (e.g. a workstation or laptop).
• Additional devices (e.g. a laptop and a workstation) can be added for a supplementary charge.
• All users, devices, and computers within the organisation — including contractors using company-provided hardware or software — must be included in your plan.
• All users within the same organisation must be subscribed to the same plan tier.
• Hot Desks are treated as a single device per registered user. No discounts apply for users sharing a workstation.

Project Work & Exclusions

Support coverage includes day-to-day reactive and proactive assistance for users and supported devices, such as resolving faults, maintaining systems, and ensuring general IT health. However, support does not cover project-based work, including (but not limited to):

• New workstation setups or user onboarding
• Client-initiated software rollouts or upgrades
• Infrastructure changes (e.g. server, firewall, or network installs)
• Office moves or reconfigurations
• Major system migrations or integrations

These services are treated as separate, billable projects, unless explicitly included under a Service Day allowance or quoted separately in writing.

Microsoft 365 Support & Licensing

• Businesses using Microsoft 365 Business services (including Exchange, SharePoint, OneDrive, Entra, and Office apps) will incur a £6/month ‘Microsoft 365 Admin Support’ fee per registered user.
• This fee is waived if ‘Managed’ Microsoft 365 licences are purchased through ITCS Global, either individually or via our Cloud Suites.

Cloud & Cyber Suite Compatibility

• The Cloud Suite add-on is available with Essentials, Pro, and Enterprise plans.
• Cloud+ Suite and Cyber+ Suite are only available with Pro and Enterprise plans.
• Clients enrolled in any Suite (Cloud, Cloud+, or Cyber+) will be automatically upgraded to the latest version (e.g. from Cloud+ Suite ‘24 to Cloud+ Suite ‘25) when it is released.
• This upgrade may occur during your existing contract and may result in additional charges due to new features or licensing updates.

Fair Usage Policy & Custom Solution Surcharge

• All “unlimited support” is subject to a Fair Usage Policy:
• A Custom Solution Surcharge may apply for clients who:
• Have unusually complex infrastructures,
• Consistently require above-average user support, or
• Experience repeated security incidents due to not implementing recommended security solutions, resulting in a low Risk Mitigation Score (reviewed quarterly).
• Note: Over 95% of customers are NOT affected by this surcharge.

Onsite Support Terms

• Plans that include onsite support are limited to 1 incident per week per 10 users.
• Additional onsite support (including “Discounted Onsite Support”) is billed at 50% of standard onsite rates.
• For onsite visits within Central London, a £20/hour surcharge applies.
• Workstation installations (e.g. for new users or hardware upgrades) are treated as billable projects, unless carried out under accrued Service Days.

Service Days (Enterprise Plan Only)

• Service Days accrue at a rate of 0.5 days per 10 users per month, capped at 1 day per week.
• Unused Service Days do not carry over from month to month.

SLA Hours & Response Times

• Plan Tier Business Hours
  Standard Mon–Fri, 9:00am – 5:00pm
  Pro Mon–Fri, 8:00am – 6:00pm
  Enterprise Mon–Sat, 8:00am – 8:00pm
• Phone Response and Ticket SLA times are estimated and based on historical service data from January 2024 to October 2024. These are not guaranteed.

StarterCare Plan Specifics

• StarterCare is only available to new customers.
• It is limited to small/micro businesses (up to 9 users).
• Existing customers are not eligible to downgrade to StarterCare.
• RMM monitoring under StarterCare focuses on essential system health indicators, with a reduced number of checks compared to our Essentials, Pro, and Enterprise plans.
• Remote support under the StarterCare plan limited, capped at a maximum of 2 remote support incidents per user, per calendar month. Additional incidents may be billed at our standard hourly support rate or may require an upgrade to a higher support tier.

Contract Terms, Renewals & Onboarding

• All Managed IT & Support Plans have a minimum initial term of 12 months, and are billed monthly in advance of the covered month.
• Contracts automatically renew on their anniversary date:
• Essentials, Pro, and Enterprise Plans renew on a rolling 3-month minimum term, unless cancelled with notice.
• StarterCare Plans renew for a full 12-month term, unless cancelled prior to the renewal date.
• Each Managed IT & Support Plan carries a minimum monthly billing commitment equivalent to 5 registered users, irrespective of the number of users onboarded
• Add-ons that include annual-commitment licences (e.g. Microsoft 365) remain active until the licence period ends.
• If a support plan is cancelled before these licences expire, they will be billed at our standard standalone rates for the remaining term.

• An onboarding fee is applicable for all Managed IT Plans and Cloud Suites, charged at a rate equivalent to the full monthly subscription cost (per user/device), and is payable in advance. Any required onsite onboarding for StarterCare or Essentials plans will be billed separately at standard onsite rates, in addition to the standard onboarding fee.

Price Adjustments

• ITCS Global reserves the right to apply a standardised annual price increase of up to 15%, typically between January and March.
• This increase is not linked to your contract anniversary.
• New clients are exempt from any price rise during their first 12 months.

Terms and Conditions are subject to change without notice. Please contact us if you have any questions regarding the above.