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Things break, and handling failures need not be expensive or unplanned. GEN have been maintaining infrastructure for more than 35 years. Every plan on this page is a firm annual price per device, billed in advance, so you know exactly what the year costs before it starts, and the exclusions are published here alongside the prices rather than buried in a contract you read after something has gone wrong.
Every device we maintain goes onto our asset register, and the register drives its preventative maintenance: the work is scheduled, raised and tracked automatically, and a new CVE against something you run raises a task the same day rather than waiting for the next visit.
Maintenance is only as good as the record behind it. Every device we maintain is registered: what it is, where it is, how we reach it, what it runs and what service level it carries. Each asset then has its own maintenance schedules attached, as many as it needs, each running to its own interval.
When a schedule falls due, the register raises the work itself. Depending on the task that is a HelpDesk ticket for an engineer, an appointment, or a site visit, and every one of those is tracked back to the asset until it is closed. Anything left open is flagged rather than forgotten, and the whole maintenance history of each device is there to read, which is exactly what an auditor or an insurer asks for.
Nobody has to remember that a server is due its quarterly review, or notice that a firmware advisory affects three of your switches. The register knows, and the work arrives on an engineer's desk with the asset's details already attached.
Most problems that cause outages, breaches or data loss were preventable: unpatched software, unchecked logs, disks filling quietly, backups that stopped working weeks ago. The asset register drives preventative maintenance on two tracks, so none of them are left to chance.
Every plan includes patch advisories and the annual configuration audit. Applied patching and firmware (MXPATCH), quarterly health checks with a written report (MXHEALTH) and nightly configuration backup (MXCONFIG) are add-ons, priced in the plans and add-ons below, and a full preventative maintenance programme across a larger estate is scoped and quoted.
Each visit, scheduled or triggered, follows a structured checklist for that type of asset. The engineer connects, works through every item and records the outcome, and nothing is marked complete until it has been verified.
Every managed server carries a profile describing exactly what is expected on it. Before a visit begins, the engineer knows what should be running, what should not, and what normal looks like, so an unexpected open port, an unfamiliar account with sudo access or a service that should not be there is visible immediately.
Our tooling takes the profile and does most of the comparison: open ports against the expected list, new or removed accounts, unusual file ownership, services not in the profile, excessive log growth. It produces a list of what has drifted since the last visit, and the engineer's attention goes straight to the things that need investigating.
That is what makes it fast. An experienced engineer can complete a full check of a Linux server running a LAMP stack in around ten minutes, weekly, monthly, or on whatever schedule suits the asset.
Every visit produces a written record of what was checked, what was found and what was done, held against the asset and available at any time. For organisations that need to demonstrate due diligence over security and availability, the maintenance history is an auditable record of the work, not a claim that it was done.
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.
Routers, firewalls and edge security devices
| Plan | Maintenance | Covers | Provides | SLA | Excludes | Add-ons | Annually | |
| MR1S | Draytek SMB Maintenance | Vigor 2xxx, 2865, 2927, 2962 series | Config, Diagnostics, Firmware | SLA4 | Provision, Site Visits, Hardware | MXSITE MXNBD MXSLA6 MXSLA7 MXPATCH MXCONFIG MXHEALTH MXSLA8 MXSLA9 | £249.99 | |
| MR1E | Draytek Enterprise Maintenance | Vigor 3910, 3912, Vigor Switch and AP estate | Config, Diagnostics, Firmware | SLA4 | Provision, Site Visits, Hardware | MXSITE MXNBD MXSLA6 MXSLA7 MXPATCH MXCONFIG MXHEALTH MXSLA8 MXSLA9 | £379.99 | |
| MR2S | Cisco SMB Maintenance | RV series, ISR 1100, Meraki MX small site | Config, Diagnostics, Firmware, IOS Upgrades | SLA4 | Provision, Site Visits, Hardware, Smartnet | MXSITE MXNBD MXSLA6 MXSLA7 MXPATCH MXCONFIG MXHEALTH MXSLA8 MXSLA9 | £499.99 | |
| MR2E | Cisco Enterprise Maintenance | ISR 4000, Catalyst 8000, ASA and Firepower | Config, Diagnostics, Firmware, IOS Upgrades, Routing Protocol Support | SLA5 | Provision, Site Visits, Hardware, Smartnet | MXSITE MXNBD MXSLA6 MXSLA7 MXPATCH MXCONFIG MXHEALTH MXSLA8 MXSLA9 | £899.99 | |
| MR4S | UniFi SMB Maintenance | Express, UDR, Cloud Gateway, up to 4 access points and 1 switch | Config, Diagnostics, Firmware, Controller Support | SLA4 | Provision, Site Visits, Hardware | MXSITE MXNBD MXSLA6 MXSLA7 MXPATCH MXCONFIG MXHEALTH MXSLA8 MXSLA9 | £249.99 | |
| MR4B | UniFi Business Maintenance | UDM Pro, Cloud Gateway Max, up to 10 access points and 4 switches | Config, Diagnostics, Firmware, Controller Support | SLA4 | Provision, Site Visits, Hardware | MXSITE MXNBD MXSLA6 MXSLA7 MXPATCH MXCONFIG MXHEALTH MXSLA8 MXSLA9 | £429.99 | |
| MR4E | UniFi Enterprise Maintenance | UDM SE, Enterprise Fortress Gateway, aggregation switching, unlimited access points | Config, Diagnostics, Firmware, Controller Support, VLAN and Routing Support | SLA5 | Provision, Site Visits, Hardware | MXSITE MXNBD MXSLA6 MXSLA7 MXPATCH MXCONFIG MXHEALTH MXSLA8 MXSLA9 | £699.99 |
Switching, wireless and datacentre fabric
| Plan | Maintenance | Covers | Provides | SLA | Excludes | Add-ons | Annually | |
| MN2D | Cisco Datacentre Maintenance | Nexus 3000, 5000, 9000, Catalyst 9500 fabric | Config, Diagnostics, Firmware, NX-OS Upgrades, Fabric Support | SLA6 | Provision, Site Visits, Hardware, Smartnet | MXSITE MXNBD MXSPARE MXSLA7 MXPATCH MXCONFIG MXHEALTH MXSLA8 MXSLA9 | £1,799.99 | |
| MN3S | Aruba Small Maintenance | Instant On, 1930, 2530, up to 4 access points | Config, Diagnostics, Firmware | SLA4 | Provision, Site Visits, Hardware, Central Licences | MXSITE MXNBD MXSLA6 MXSLA7 MXPATCH MXCONFIG MXHEALTH MXSLA8 MXSLA9 | £399.99 | |
| MN3E | Aruba Enterprise Maintenance | CX 6000, 8000, Mobility Controllers, unlimited access points | Config, Diagnostics, Firmware, VSX and Stacking Support | SLA5 | Provision, Site Visits, Hardware, Central Licences | MXSITE MXNBD MXSLA6 MXSLA7 MXPATCH MXCONFIG MXHEALTH MXSLA8 MXSLA9 | £849.99 |
Network attached storage
| Plan | Maintenance | Covers | Provides | SLA | Excludes | Add-ons | Annually | |
| MDSYNS | Synology SMB Maintenance | DiskStation desktop NAS, 2 to 5 bays | Config, Diagnostics, DSM Updates, Share and Backup Task Support | SLA4 | Provision, Site Visits, Hardware, Media | MXSITE MXNBD MXSPARE MXDISK MXSLA6 MXSLA7 MXPATCH MXHEALTH MXSLA8 MXSLA9 | £349.99 | |
| MDSYNB | Synology Business Maintenance | DiskStation desktop and tower NAS, 6 to 10 bays | Config, Diagnostics, DSM Updates, Share and Backup Task Support, Snapshot Replication | SLA5 | Provision, Site Visits, Hardware, Media | MXSITE MXNBD MXSPARE MXDISK MXSLA6 MXSLA7 MXPATCH MXHEALTH MXSLA8 MXSLA9 | £599.99 | |
| MDSYNE | Synology Enterprise Maintenance | 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 | SLA5 | Provision, Site Visits, Hardware, Media | MXSITE MXNBD MXSPARE MXDISK MXSLA6 MXSLA7 MXPATCH MXHEALTH MXSLA8 MXSLA9 | £999.99 | |
| MDSYNF | Synology Flash Maintenance | FS series all flash arrays | Config, Diagnostics, DSM Updates, Share and Backup Task Support, Snapshot Replication, SHA and Failover, Performance Tuning | SLA6 | Provision, Site Visits, Hardware, Media | MXSITE MXNBD MXSPARE MXDISK MXSLA7 MXPATCH MXHEALTH MXSLA8 MXSLA9 | £1,499.99 |
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.
| Code | Add-on | Applies To | Charged | Annually |
| MXSITE | On-Site Attendance, 4 visits per year | Endpoints, Infrastructure, Storage | Per Site | £349.99 |
| MXNBD | Next Business Day Replacement | Endpoints, Infrastructure, Storage | Per Device | 30% of plan |
| MXSPARE | Spares Held On Your Site | Storage, Cisco Datacentre Maintenance | Per Device | 45% of plan |
| MXDISK | Non Return of Failed Disks, failed media stays with you | Storage | Per Device | £89.99 |
| MXSLA6 | Service Level Upgrade to SLA6, 4 hour response 24/7 | Endpoints, Infrastructure, Storage, where the plan is below SLA6 | Per Device | 40% of plan |
| MXSLA7 | Service Level Upgrade to SLA7, 2 hour response 24/7 | Endpoints, Infrastructure, Storage, where the plan is below SLA7 | Per Device | 65% of plan |
| MXPATCH | Managed Firmware and Patching, applied in your change window | Endpoints, Infrastructure, Storage | Per Device | £99.99 |
| MXCONFIG | Nightly Configuration Backup and Restore | Endpoints, Infrastructure | Per Device | £49.99 |
| MXHEALTH | Quarterly Health Check and Written Report | Endpoints, Infrastructure, Storage | Per Device | £149.99 |
| MXSLA8 | Service Level Upgrade to SLA8, 1 hour response 24/7 | Endpoints, Infrastructure, Storage, where the plan is below SLA8 | Per Device | On application |
| MXSLA9 | Service Level Upgrade to SLA9, 30 minute response 24/7 | Endpoints, Infrastructure, Storage, where the plan is below SLA9 | Per Device | On application |
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.
| SLA | Response | Resolution | Availability |
| SLA4 | 4 Hours M-F 08:00-20:00 Europe/London | 1 Day | Included on the plans that show it |
| SLA5 | 1 Hour S-S 08:00-20:00 Europe/London | 2 Hour | Included on the plans that show it |
| SLA6 | 4 Hour 24/7 | 4 Hours | Included on the plans that show it, or chargeable upgrade MXSLA6 at 40% of plan |
| SLA7 | 2 Hour 24/7 | 2 Hours | Chargeable upgrade MXSLA7 at 65% of plan |
| SLA8 | 1 Hour 24/7 | 2 Hour | Chargeable upgrade MXSLA8, priced on application |
| SLA9 | 30 Minute 24/7 | 1 Hour | Chargeable upgrade MXSLA9, priced on application |
Cover beyond SLA5 costs extra. Round the clock cover is genuine round the clock cover, with engineers on call at three in the morning on a bank holiday, and that is not something we can absorb into a standard plan price. Unless a plan already shows SLA6 or SLA7 in its own row, those levels are a chargeable upgrade on top of the plan, priced above.
SLA8 and SLA9 put an engineer on your fault within the hour, or within half an hour, at any time of the day or night. We do not publish a price for that because there is not an honest one to publish: it depends entirely on the device, the site and what standing by for you actually costs us. If that is what you need, ask for a quote and we will give you a real number.
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.
No plan 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, not who pays for it.
Disks, solid state drives and cache modules wear out on a predictable curve, and pricing that risk into a flat fee would mean charging every customer for the worst case. We monitor drive health, tell you what is failing before it fails, manage the rebuild, and charge for the drive. MXDISK lets you keep failed media, which matters if your data cannot leave your site.
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.
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.
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 manage the renewal on your behalf if you ask, but the cost is not in the plan price.
Fire, flood, power surges and wilful misuse are excluded. We will absolutely come and put it right, and quickly, but it is chargeable work rather than contract work, and usually an insurance matter in any case.
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.
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 nobody who intends to still be trading next year can take on a known fault at a fixed annual price.
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 support desktops and workstations too, from Windows to Mac to Linux, but customers rarely want these on a fixed price plan, 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.
Every plan includes HelpDesk access during its service level's cover hours, remote diagnostics and fault finding, configuration changes and rollback, firmware and security patch advisories, and an annual configuration audit. Each device is registered on GEN's asset register, which schedules and raises its maintenance automatically. Applied patching and firmware, quarterly health checks and nightly configuration backup are add-ons.
No. No plan includes replacement parts or a replacement device. The diagnosis, fault finding, liaison with the vendor and fitting are covered; the part itself is quoted separately, so customers only pay for what actually failed. Storage plans also exclude disks and other media.
Every device GEN maintain is recorded on the asset register: make, model, serial number, platform and version, site and access notes, the remote access route and the service level. Credentials are held encrypted, with access restricted and audited. Maintenance schedules are attached to each asset, and when one falls due the register raises the work automatically as a HelpDesk ticket, an engineer's appointment or a site visit, and tracks it until it is closed.
On two tracks. Scheduled work runs at defined intervals, from daily to annually, depending on the asset and how critical it is. Condition-triggered work is raised when something changes: a CVE above threshold is published against software the asset runs, a vendor issues a critical advisory, monitoring detects a threshold breach, or a backup fails.
A written record of every maintenance visit covering what was checked, found and done, a patch log with versions before and after, a backup verification log recording each restore test, a list of outstanding items that need a decision or budget, and a monthly estate-wide summary.
Only where a plan shows SLA6 or SLA7 in its own row. Otherwise round the clock cover is a chargeable upgrade priced in the add-ons table, and SLA8 and SLA9, with an engineer on the fault within one hour or thirty minutes at any time, are quoted individually.
Yes. A maintenance plan is a 12 month agreement per device, billed annually in advance, for customers who want a fixed annual cost. It is optional: GEN support is equally available with no contract, minimum term or notice period at published hourly rates.
Yes. The published plans cover the equipment GEN price per device. Legacy hardware, other vendors' servers and arrays, and larger estates are priced on assessment, because the configuration and condition drive the cost rather than the badge on the front.
Our engineers are UK based and in-house, with no offshore outsourcing: the specialist who takes your case is the specialist who works it, and they hold the production experience to match the equipment in front of them. Risk is assessed before anything is changed, the SAPR method is applied to every fault, and five shifts a day mean an overnight handover is a conversation between two engineers rather than a note left in a ticket. Our AI runs on our own hardware in our own data centres, and it never writes a word you read.
There is no support contract, no minimum term and no notice period. You buy hours at our published rates, use them when you need them, and what you do not use carries over. How GEN support works sets all of it out in full.
