Infrastructure Maintenance

Maintenance Plans

Prices are annually in advance, per device, on a 12 months term, in GBP with VAT excluded. The Add-ons column lists the codes that can be attached to that plan, which are priced in the next table.

These are our fixed prices for smaller estates, where a published rate per device is the simplest way to buy. Larger estates are quoted rather than counted, and the rate per device comes down as the number of devices goes up, because a hundred devices on one contract costs us far less per device to run than five does. If you have a real estate to cover, do not multiply the numbers below, ask us and we will quote you properly.

Endpoints

Routers, firewalls and edge security devices

Infrastructure

Switching, wireless and datacentre fabric

Storage

Network attached storage

Add-ons

Add-ons are optional and are not sold on their own, they attach to a maintenance plan. Each one is only available on the plans shown in the Applies To column. Where an add-on is priced as a percentage, that percentage is calculated on the annual price of the plan it is attached to, so the same add-on costs more on a larger device than it does on a small one.

Service Levels

Each plan carries the service level shown in its row, and that service level defines when we answer and when we are committed to having you working again. Cover hours are the hours in the service level, not the hours in the day, so a fault raised outside those hours is answered when cover resumes.

What The Exclusions Actually Mean

Maintenance buys you our time, our expertise and our commitment to a response. It does not buy you parts. That distinction is the single most common misunderstanding in this industry, so here it is in plain terms.

Hardware is never included. No plan on this page includes replacement parts or a replacement device. If a power supply, a controller or a whole unit fails, the diagnosis, the fault finding, the liaison with the vendor and the fitting are covered, the part itself is quoted separately. The MXNBD add-on changes when a replacement arrives, it does not change who pays for it.

Storage plans also exclude media. Disks, solid state drives and cache modules are consumables that wear out on a predictable curve, and pricing that risk into a flat annual fee would mean charging every customer for the worst case. We monitor drive health, we tell you what is failing before it fails, we manage the rebuild, and we charge for the drive. The MXDISK add-on lets you keep failed media rather than returning it, which matters if your data cannot leave your site.

Site attendance is an add-on. Everything in a standard plan is delivered remotely. If you want an engineer on site, MXSITE covers four visits a year and is charged per site rather than per device, so one add-on covers every device at that location.

Provisioning and installation are not maintenance. Getting a new device racked, cabled, configured and into service is project work and is quoted as project work. Maintenance starts once the device is in service and doing its job.

Third party licences and subscriptions are yours. Smartnet, Aruba Central, UniFi cloud services, DSM licences and array licences are bought from the vendor in your name and renewed by you. We will tell you what you need and when it lapses, and we will manage the renewal on your behalf if you ask, but the cost is not in the plan price.

Some failures are not fair to fix for free. Fire, flood, power surges and wilful misuse are excluded. We will absolutely come and put it right, and we will do it quickly, but it is chargeable work rather than contract work, and that is usually an insurance matter in any case.

HelpDesk access is generous, not infinite. Every plan includes HelpDesk time during its cover hours on a fair use basis, capped at 100 hours a contract year. That is a working month of our time on a single contract and almost nobody gets close to it, but publishing the number is more honest than the word unlimited, which never means unlimited anywhere it is printed.

Equipment needs to be working and running supported firmware when the contract starts. If something is already faulty we will happily quote to repair it first, but we cannot take on a known fault at a fixed annual price and neither can anyone else who intends to still be trading next year.

Anything Not Listed

The plans above are the equipment we maintain at a published price. We cover a great deal more than this, including legacy hardware, servers, arrays and kit from vendors not shown here, but those are priced on assessment because the configuration drives the cost rather than the badge on the front. Send us a list of what you have and we will price it properly.

We can support desktops and workstations, from Windows to Mac to Linux, but customers rarely want these on a fixed price contract, preferring a pay per fix model with return to base support, which makes more economic sense for non-critical hardware.

Prices shown are indicative and do not form a contract or an offer to supply. Every order is subject to a site survey and to our acceptance, and we may decline an order or requote where the equipment, its condition, its configuration or its location warrants it.