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We don't hide our charges in long contracts with endless clauses, we simply charge for our time and materials at set rates. You can pre-pay in exchange for a discount, or pay on invoice. If you pre-pay and run out of credit then we will simply invoice the overage.
The OOC Rate is the "Out of Coverage" rate. That is, any time outside of your selected Service Level Coverage is charged at the OOC rate.
Day and Night Rates apply to 24/7 cover, and a working day is 0800-1800, everything outside of that is Night.
Select Service Level (SLA)
| Service | Hourly | OOC | Description |
| First Line Support | £ | £ | Entry Level Support in MS, Mac and Linux environments |
| Second Line Support | £ | £ | More Complex Support, diag and solutions, patching and security |
| Third Line Support | £ | £ | Most complex, critical support, vendor escalations, optimisation, cyber and cybercrime |
| Voice Support | £ | £ | Voice (SIP/AIX) Asterisk,FreePBX,PBXAct Support |
| Infrastructure Support | £ | £ | Networking and Infrastructure, DNS, VPN, SDWAN, VLAN and IaaS |
| Storage Support | £ | £ | Shared Storage and SAN, Synology, HPE Nimble/3PAR/MSA/Alletra |
| Cloud Support | £ | £ | Advanced Cloud, Virtual and Container, Proxmox, VMWare, Hyper-V |
| Specialist Support | £ | £ | Specialist Expert Support |
| Service | Hourly | OOC | Description |
| First Line Support | £ | £ | Entry Level Support in MS, Mac and Linux environments |
| Second Line Support | £ | £ | More Complex Support, diag and solutions, patching and security |
| Third Line Support | £ | £ | Most complex, critical support, vendor escalations, optimisation, cyber and cybercrime |
| Voice Support | £ | £ | Voice (SIP/AIX) Asterisk,FreePBX,PBXAct Support |
| Infrastructure Support | £ | £ | Networking and Infrastructure, DNS, VPN, SDWAN, VLAN and IaaS |
| Storage Support | £ | £ | Shared Storage and SAN, Synology, HPE Nimble/3PAR/MSA/Alletra |
| Cloud Support | £ | £ | Advanced Cloud, Virtual and Container, Proxmox, VMWare, Hyper-V |
| Specialist Support | £ | £ | Specialist Expert Support |
| Service | Hourly | Day | Description |
| DevOps Junior | £39.40 | - | Junior Software Development and Support |
| DevOps Senior | £86.40 | - | Senior Software Development and Support |
| DevOps Architect | £99.85 | - | Architect Lead Development and Support |
| DevOps AI | £135.10 | - | AI/ML Development and Support |
| DevOps Test | £42.00 | - | Test and Certification |
| DevOps AI Repair | £125.30 | - | Remove AI generated rubbish, fix and secure codebases |
| Service | Hourly | Day | Description |
| Business Remote | £175.00 | £1,100.00 | Business Consultancy via Telephone, Email or Video. FIRST HOUR FREE (FHF Policy) |
| Business On Site | - | £2,500.00 | Business Consultancy On-Site - exc Travel |
| Technical Remote | £175.00 | £1,100.00 | Technical Consultancy via Webex |
| Technical On Site | - | £2,500.00 | Technical Consultancy On-Site - exc Travel |
| Service | Hourly | Day | Description |
| L1 Support | £38.46 | - | First Line Techniacl Engineering on-site |
| L2 Support | £54.25 | £424.00 | Second Line Techniacl Engineering on-site |
| L3 Support | £77.50 | £615.00 | Third Line Technical Engineering on-site |
| Service | Hourly | Day | Description |
| 0900-1700 GMT | £142.00 | - | Emergency Response and Assistance - Excludes Travel + Parts |
| 1701-0859 GMT | £295.00 | - | Emergency Response and Assistance - Excludes Travel + Parts |
These are our published rates, and there is nothing wrapped around them: no support contract, no minimum term and no notice period. Your solicitor does not sell you five years of legal cover at a fixed monthly fee. You place a sum on account and draw against it, and so does your accountant, and very nearly every professional service anybody buys. Only IT support insisted otherwise.
Nor does that cost you any commitment. Buy 250 hours and those hours are yours, with the same guaranteed response, the same escalation and the same accountability behind them as any fixed term agreement carries, and they do not expire because a date has passed. How GEN support works sets out the rest: how a ticket is handled, how a fault is worked, and where technology stops and engineers start.