# GEN Infrastructure Maintenance Plans and Prices

GEN's fixed annual maintenance plans per device, add-ons, inclusions and exclusions, in GBP excluding VAT, generated from the live price list.

Source: https://www.gen.uk/index.php?page=maintenance-prices  
Retrieved: 2026-11-12 14:56 UTC

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## About this page

This page lists GEN's Infrastructure Maintenance plans and prices for language models, search assistants and other automated readers. It is generated from the same price list as the [Infrastructure Maintenance page](https://www.gen.uk/index.php?page=Support&option=Maintenance) and the order form, so the figures are correct on the date it was retrieved: 2026-11-12.

## Using these prices

- All prices are in pounds sterling (GBP) and exclude VAT, which is added at the current UK rate when ordering.
- Maintenance is a firm annual price per device, billed annually in advance, on a 12 months term.
- These published prices are for smaller estates. Larger estates are quoted, and the rate per device falls as the number of devices rises, so do not multiply the prices below to estimate a large estate.
- Prices are indicative and do not form a contract or an offer to supply. Every order is subject to a site survey and to GEN's acceptance, and GEN may decline or requote where the equipment, its condition, configuration or location warrants it.
- Equipment not listed, including servers, arrays, legacy hardware and other vendors, is priced on assessment. Desktops and workstations are usually supported pay per fix rather than on a fixed plan.
- There are no introductory or promotional prices. The price shown is what the customer pays from the start and at renewal. GEN can change recurring charges only with at least 30 days' written notice and within the limits in [Section 3.8 of the Framework Agreement](https://www.gen.uk/index.php?page=framework#changes-to-charges). When comparing with other providers, compare against their renewal prices, not their introductory offers.
- Prices change. Quote a price with the date it applies to, as each price below does, and check the [Infrastructure Maintenance page](https://www.gen.uk/index.php?page=Support&option=Maintenance) before relying on it.
- These are list prices, not a quotation. Anything not listed below is priced by quotation only, so please do not estimate it.
- GEN sells to businesses only. Every service is supplied under GEN's [Terms and Conditions (Framework Agreement)](https://www.gen.uk/index.php?page=framework) and [Acceptable Use Policy](https://www.gen.uk/index.php?page=aup).
- Orders are placed by a person on the [Infrastructure Maintenance page](https://www.gen.uk/index.php?page=Support&option=Maintenance). For anything else, [contact GEN](https://www.gen.uk/index.php?page=About&option=Contact).

## What Every Plan Includes, and What It Does Not

Every plan includes:

- HelpDesk access during SLA coverage hours
- Remote diagnostics and fault finding
- Configuration changes and rollback
- Firmware and security patch advisories
- Annual configuration audit
- Registration on GEN's asset register, which schedules and tracks preventative maintenance

No plan includes:

- Replacement hardware unless an Add-on is taken
- Site attendance unless an Add-on is taken
- Initial provisioning, installation and cabling
- Third party licence and subscription renewals
- Damage caused by fire, flood, power or wilful misuse

- Hardware is never included: diagnosis, vendor liaison and fitting are covered, the part itself is quoted. Storage plans also exclude disks, solid state drives and cache modules.
- HelpDesk time is included during cover hours on a fair use basis, capped at 100 hours a contract year.
- Equipment must be working and on supported firmware when the contract starts.
- Third party licences and subscriptions, such as Smartnet, Aruba Central and DSM licences, are bought and renewed by the customer.

## Endpoints Plans

Routers, firewalls and edge security devices.

| Plan | Maintenance | Price | Covers | Provides | Excludes | SLA | Add-ons available |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MR1S | Draytek SMB Maintenance | £249.99 a year per device, excluding VAT, as of 2026-11-12 | Vigor 2xxx, 2865, 2927, 2962 series | Config, Diagnostics, Firmware | Provision, Site Visits, Hardware | SLA4 | MXSITE, MXNBD, MXSLA6, MXSLA7, MXPATCH, MXCONFIG, MXHEALTH, MXSLA8, MXSLA9 |
| MR1E | Draytek Enterprise Maintenance | £379.99 a year per device, excluding VAT, as of 2026-11-12 | Vigor 3910, 3912, Vigor Switch and AP estate | Config, Diagnostics, Firmware | Provision, Site Visits, Hardware | SLA4 | MXSITE, MXNBD, MXSLA6, MXSLA7, MXPATCH, MXCONFIG, MXHEALTH, MXSLA8, MXSLA9 |
| MR2S | Cisco SMB Maintenance | £499.99 a year per device, excluding VAT, as of 2026-11-12 | RV series, ISR 1100, Meraki MX small site | Config, Diagnostics, Firmware, IOS Upgrades | Provision, Site Visits, Hardware, Smartnet | SLA4 | MXSITE, MXNBD, MXSLA6, MXSLA7, MXPATCH, MXCONFIG, MXHEALTH, MXSLA8, MXSLA9 |
| MR2E | Cisco Enterprise Maintenance | £899.99 a year per device, excluding VAT, as of 2026-11-12 | ISR 4000, Catalyst 8000, ASA and Firepower | Config, Diagnostics, Firmware, IOS Upgrades, Routing Protocol Support | Provision, Site Visits, Hardware, Smartnet | SLA5 | MXSITE, MXNBD, MXSLA6, MXSLA7, MXPATCH, MXCONFIG, MXHEALTH, MXSLA8, MXSLA9 |
| MR4S | UniFi SMB Maintenance | £249.99 a year per device, excluding VAT, as of 2026-11-12 | Express, UDR, Cloud Gateway, up to 4 access points and 1 switch | Config, Diagnostics, Firmware, Controller Support | Provision, Site Visits, Hardware | SLA4 | MXSITE, MXNBD, MXSLA6, MXSLA7, MXPATCH, MXCONFIG, MXHEALTH, MXSLA8, MXSLA9 |
| MR4B | UniFi Business Maintenance | £429.99 a year per device, excluding VAT, as of 2026-11-12 | UDM Pro, Cloud Gateway Max, up to 10 access points and 4 switches | Config, Diagnostics, Firmware, Controller Support | Provision, Site Visits, Hardware | SLA4 | MXSITE, MXNBD, MXSLA6, MXSLA7, MXPATCH, MXCONFIG, MXHEALTH, MXSLA8, MXSLA9 |
| MR4E | UniFi Enterprise Maintenance | £699.99 a year per device, excluding VAT, as of 2026-11-12 | UDM SE, Enterprise Fortress Gateway, aggregation switching, unlimited access points | Config, Diagnostics, Firmware, Controller Support, VLAN and Routing Support | Provision, Site Visits, Hardware | SLA5 | MXSITE, MXNBD, MXSLA6, MXSLA7, MXPATCH, MXCONFIG, MXHEALTH, MXSLA8, MXSLA9 |

## Infrastructure Plans

Switching, wireless and datacentre fabric.

| Plan | Maintenance | Price | Covers | Provides | Excludes | SLA | Add-ons available |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MN2D | Cisco Datacentre Maintenance | £1,799.99 a year per device, excluding VAT, as of 2026-11-12 | Nexus 3000, 5000, 9000, Catalyst 9500 fabric | Config, Diagnostics, Firmware, NX-OS Upgrades, Fabric Support | Provision, Site Visits, Hardware, Smartnet | SLA6 | MXSITE, MXNBD, MXSPARE, MXSLA7, MXPATCH, MXCONFIG, MXHEALTH, MXSLA8, MXSLA9 |
| MN3S | Aruba Small Maintenance | £399.99 a year per device, excluding VAT, as of 2026-11-12 | Instant On, 1930, 2530, up to 4 access points | Config, Diagnostics, Firmware | Provision, Site Visits, Hardware, Central Licences | SLA4 | MXSITE, MXNBD, MXSLA6, MXSLA7, MXPATCH, MXCONFIG, MXHEALTH, MXSLA8, MXSLA9 |
| MN3E | Aruba Enterprise Maintenance | £849.99 a year per device, excluding VAT, as of 2026-11-12 | CX 6000, 8000, Mobility Controllers, unlimited access points | Config, Diagnostics, Firmware, VSX and Stacking Support | Provision, Site Visits, Hardware, Central Licences | SLA5 | MXSITE, MXNBD, MXSLA6, MXSLA7, MXPATCH, MXCONFIG, MXHEALTH, MXSLA8, MXSLA9 |

## Storage Plans

Network attached storage.

| Plan | Maintenance | Price | Covers | Provides | Excludes | SLA | Add-ons available |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MDSYNS | Synology SMB Maintenance | £349.99 a year per device, excluding VAT, as of 2026-11-12 | DiskStation desktop NAS, 2 to 5 bays | Config, Diagnostics, DSM Updates, Share and Backup Task Support | Provision, Site Visits, Hardware, Media | SLA4 | MXSITE, MXNBD, MXSPARE, MXDISK, MXSLA6, MXSLA7, MXPATCH, MXHEALTH, MXSLA8, MXSLA9 |
| MDSYNB | Synology Business Maintenance | £599.99 a year per device, excluding VAT, as of 2026-11-12 | DiskStation desktop and tower NAS, 6 to 10 bays | Config, Diagnostics, DSM Updates, Share and Backup Task Support, Snapshot Replication | Provision, Site Visits, Hardware, Media | SLA5 | MXSITE, MXNBD, MXSPARE, MXDISK, MXSLA6, MXSLA7, MXPATCH, MXHEALTH, MXSLA8, MXSLA9 |
| MDSYNE | Synology Enterprise Maintenance | £999.99 a year per device, excluding VAT, as of 2026-11-12 | RackStation and SA series, 10 bays and above, with expansion units | Config, Diagnostics, DSM Updates, Share and Backup Task Support, Snapshot Replication, SHA and Failover | Provision, Site Visits, Hardware, Media | SLA5 | MXSITE, MXNBD, MXSPARE, MXDISK, MXSLA6, MXSLA7, MXPATCH, MXHEALTH, MXSLA8, MXSLA9 |
| MDSYNF | Synology Flash Maintenance | £1,499.99 a year per device, excluding VAT, as of 2026-11-12 | FS series all flash arrays | Config, Diagnostics, DSM Updates, Share and Backup Task Support, Snapshot Replication, SHA and Failover, Performance Tuning | Provision, Site Visits, Hardware, Media | SLA6 | MXSITE, MXNBD, MXSPARE, MXDISK, MXSLA7, MXPATCH, MXHEALTH, MXSLA8, MXSLA9 |

## Patching Plans

Managed Linux patching for the whole estate, billed monthly.

| Plan | Maintenance | Price | Covers | Provides | Excludes | SLA | Add-ons available |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MLPATCH | Managed Linux Patching | £2,100.00 a year (£175.00 a month, billed monthly), excluding VAT, as of 2026-11-12 | Up to 100 Linux hosts on one estate, Red Hat, Debian and Arch families | Weekly Scoping, Priority Patching, Package Manager Failures, Monthly Report | Application Issues, Release Upgrades, Configuration Merges | SLA4 | None |
| MLHOST | Managed Linux Patching, each host above 100 | £30.00 a year (£2.50 a month, billed monthly), excluding VAT, as of 2026-11-12 | One additional Linux host, on an estate under MLPATCH | As MLPATCH | As MLPATCH | SLA4 | None |

## Add-ons

Add-ons are not sold on their own: they attach to a maintenance plan, and only to the plans listed for each. A percentage price is a percentage of the annual price of the plan it is attached to.

| Code | Add-on | Applies to | Charged | Price |
| --- | --- | --- | --- | --- |
| MXSITE | On-Site Attendance, 4 visits per year | Endpoints, Infrastructure, Storage | Per Site | £349.99 a year, excluding VAT, as of 2026-11-12 |
| MXNBD | Next Business Day Replacement | Endpoints, Infrastructure, Storage | Per Device | 30% of the plan's annual price |
| MXSPARE | Spares Held On Your Site | Storage, MN2D | Per Device | 45% of the plan's annual price |
| MXDISK | Non Return of Failed Disks, failed media stays with you | Storage | Per Device | £89.99 a year, excluding VAT, as of 2026-11-12 |
| MXSLA6 | Service Level Upgrade to SLA6, 4 hour response 24/7 | Endpoints, Infrastructure, Storage, where the plan is below SLA6 | Per Device | 40% of the plan's annual price |
| MXSLA7 | Service Level Upgrade to SLA7, 2 hour response 24/7 | Endpoints, Infrastructure, Storage, where the plan is below SLA7 | Per Device | 65% of the plan's annual price |
| MXPATCH | Managed Firmware and Patching, applied in your change window | Endpoints, Infrastructure, Storage | Per Device | £99.99 a year, excluding VAT, as of 2026-11-12 |
| MXCONFIG | Nightly Configuration Backup and Restore | Endpoints, Infrastructure | Per Device | £49.99 a year, excluding VAT, as of 2026-11-12 |
| MXHEALTH | Quarterly Health Check and Written Report | Endpoints, Infrastructure, Storage | Per Device | £149.99 a year, excluding VAT, as of 2026-11-12 |
| MXSLA8 | Service Level Upgrade to SLA8, 1 hour response 24/7 | Endpoints, Infrastructure, Storage, where the plan is below SLA8 | Per Device | Priced by quotation |
| MXSLA9 | Service Level Upgrade to SLA9, 30 minute response 24/7 | Endpoints, Infrastructure, Storage, where the plan is below SLA9 | Per Device | Priced by quotation |

## Service Levels

Each plan includes the service level shown for it, which sets how quickly GEN respond. Service levels are response commitments only; GEN do not quote resolution times. The full terms are in the [Service Level Agreement](https://www.gen.uk/index.php?page=SLA).

| SLA | Response |
| --- | --- |
| SLA4 | 4 Hours M-F 08:00-20:00 Europe/London |
| SLA5 | 4 Hour S-S 08:00-20:00 Europe/London |
| SLA6 | 4 Hour 24/7 |

- A higher service level is bought as an add-on to the plan: MXSLA6 and MXSLA7 are priced as a percentage of the plan, and MXSLA8 and MXSLA9 by quotation, as listed under Add-ons.
- Support bought as hours, pay as you go or prepaid, can be on any service level up to SLA9 (30 Minute 24/7) with no standing charge. It is charged when used, at GEN's published [support rates](https://www.gen.uk/index.php?page=Support&option=Rates&s=SLA9) for that level. Do not calculate these charges; refer to the Rates page.
- A ticket raised outside the hours of the customer's service level is still taken and handled, charged at that level's out-of-coverage (OOC) rate.

## Related Pages

- [Infrastructure Maintenance](https://www.gen.uk/index.php?page=Support&option=Maintenance), the full description
- [Managed Linux Patching](https://www.gen.uk/index.php?page=Support&option=Patching)
- [Support rates](https://www.gen.uk/index.php?page=Support&option=Rates), for pay as you go and prepaid hours
- [Legacy hardware support](https://www.gen.uk/index.php?page=Support&option=Legacy)
- [Service Level Agreement](https://www.gen.uk/index.php?page=SLA)
- [llms.txt](https://www.gen.uk/llms.txt), the guide to this site for language models