Premium Support

Security-Led IT

Everything in Standard, plus guaranteed 15-minute P1 response, compliance management, monthly on-site visits, and a strategic vCIO. Built for regulated and security-led UK businesses - £60 per endpoint per month.

For teams whose IT can't go down, whose contracts demand certified security, and whose leadership needs IT as a strategic function not a fire-fighting cost line.

Start With Premium See What's Included

Everything In Standard,

Plus

Premium builds on the full Standard package with the additional commitments regulated and security-led businesses need. Everything below is on top of what every Standard customer already gets.

15-Minute P1 Response

Guaranteed 15-minute response on Priority 1 emergencies, 24 hours a day, 7 days a week. When your business is down, an on-call UK engineer is working on it inside a quarter of an hour.

Compliance Management

Ongoing alignment with GDPR, ISO 27001, and Cyber Essentials. We maintain your policy set, evidence pack, and control posture so audits and supplier questionnaires stop being a fire drill.

Strategic IT Planning (vCIO)

Quarterly business reviews with your virtual CIO. Roadmap, budget, risk register, and capability planning - IT treated as a strategic function, not just an operational cost line.

Monthly On-Site Visits

A scheduled half-day on-site every month across London and the South East. Hands-on housekeeping, walk-the-floor support, and face-to-face time with the people who actually use your systems.

After-Hours Support

24/7 phone line for critical issues. Out-of-hours incidents are handled by on-call UK engineers, not a third-party night desk reading from a script.

Audit-Ready Evidence Pack

A maintained evidence library covering access reviews, backup verifications, patch reports, and incident logs. When a client, regulator, or insurer asks for proof, you send it the same day.

Included On Signup

Free setup, 8 hours of consulting, and a full penetration test worth £2,000. We onboard your devices, harden your environment, and prove the security posture before the first invoice.

How Premium

Support Works

From the first audit to ongoing strategic input, here's how Premium runs - and what sets it apart from a standard managed service.

01

Kick-Off, Audit And Pen Test

We meet your team, map your existing setup, run a full Microsoft 365 audit, and commission the included penetration test. You get a written report covering every finding, gap, and remediation before we touch anything.

02

Hardening And Compliance Baseline

Endpoint and tenant hardening, MFA and conditional access, backup configuration, and the first version of your evidence pack mapped to Cyber Essentials, ISO 27001, or GDPR depending on your obligations.

03

Day-To-Day Premium Support

24/7 phone and email support, guaranteed 15-minute P1 response, monthly on-site visits, and the full Standard service running underneath - monitoring, patching, MDR, backups, and account management.

04

Quarterly vCIO Reviews

Structured strategy sessions with your virtual CIO. Roadmap, budget, risk register, supplier and licensing review, and a refreshed evidence pack. IT decisions tied to where the business is actually going.

Premium Response

Times

Premium runs on tighter SLAs than Standard, and Priority 1 response is guaranteed 24 hours a day, 7 days a week. Other priorities are triaged within business hours (Mon-Fri, 8am-6pm) with on-call engineers handling out-of-hours critical events.

Impact	Priority	Response	Resolution Target
Site or service down, no workaround	Critical	15 minutes (24/7)	4 hours
Major function affecting multiple users	High	1 hour	8 hours
Single user blocked, no workaround	Medium	2 hours	1 business day
General request or minor issue	Low	4 hours	3 business days

P1 response is guaranteed 24/7/365 including weekends and bank holidays. Premium customers have access to the after-hours phone line for any critical incident regardless of priority classification.

Simple

Per-Endpoint Pricing

One flat fee per endpoint per month covers everything in Premium Support. No per-ticket charges, no out-of-hours surcharges, no consulting time billed against your quarterly vCIO sessions.

Premium Support

£60 / endpoint / mo

For regulated and security-led businesses. Excludes VAT. Billed monthly in arrears.

Start With Premium

Everything In Standard, Plus

15-minute guaranteed P1 response, 24/7
Compliance management - GDPR, ISO 27001, Cyber Essentials
Quarterly vCIO strategy reviews
Monthly half-day on-site visits
24/7 after-hours phone line for critical issues
Maintained audit-ready evidence pack

An endpoint is any user device we manage (laptop or desktop). Servers, infrastructure, and bespoke compliance projects (full ISO 27001 certification, SOC 2, etc.) are quoted separately.

Who Premium

Support Is For

Premium is built for businesses where downtime carries real cost, where contracts demand certified security posture, or where IT needs to operate as a strategic function. If any of the below describes you, Premium is the right starting point.

Regulated Businesses

Financial services, legal, healthcare, and other sectors where compliance posture is checked, audited, and on the line.

GDPR and ISO 27001 alignment
Maintained evidence pack
Supplier questionnaire support

Zero-Downtime Operations

Trading desks, e-commerce, professional services on billable hours - businesses where an outage costs five figures before lunch.

15-minute P1 response, 24/7
On-call UK engineers out of hours
Verified backup and recovery

IT As A Strategic Function

Leadership teams that want IT roadmapped, budgeted, and reported on at board level - not just a line item that breaks occasionally.

Quarterly vCIO reviews
Roadmap and risk register
Budget and capability planning

Start With

Premium Support

Fill in your details and we'll get back to you quickly to arrange a discovery call. We'll discuss your compliance obligations, response time requirements, and whether Premium is the right fit before anyone signs anything.

Not sure you need 15-minute P1 response or compliance management? Standard Support covers most growing UK businesses.

View Standard Support

Common

Questions

How is the 15-minute P1 response actually guaranteed?

Premium customers have a dedicated 24/7 phone line that routes straight to on-call UK engineers - not a third-party answering service. Response time is measured from your call connecting to an engineer working on the issue, and it's written into your service agreement with the credit terms that apply if we miss it.

What's the difference between Standard and Premium really?

Premium is the same managed IT foundation as Standard with four additions: a guaranteed 15-minute P1 response 24/7, ongoing compliance management mapped to GDPR/ISO 27001/Cyber Essentials, monthly on-site visits, and quarterly vCIO strategy reviews. If you don't need any of those, Standard is the right fit and we'll tell you so during the discovery call.

Does Premium include Cyber Essentials certification?

Premium includes the ongoing controls and evidence work needed to maintain Cyber Essentials posture. Certification fees paid to the certifying body, and any one-off remediation work to get you over the line the first time, are quoted separately. ISO 27001 certification is a larger project and is always scoped as bespoke work alongside the Premium service.

What does the included penetration test cover?

An external network and Microsoft 365 tenant penetration test run by an independent CREST-accredited tester. You get a written report covering vulnerabilities, exploit paths, and prioritised remediation. Sold standalone at £2,000, included free when you sign up for Premium. Bespoke internal network and web application testing can be added separately.

How do the monthly on-site visits work?

A scheduled half-day visit each month, planned with your account manager. Engineers work through device housekeeping, walk-the-floor support, hardware swaps, and any in-person tasks that have built up. Monthly visits cover London and the South East - other regions can be arranged on a per-visit basis.

Is there a minimum contract length?

12 months initially so the onboarding, hardening, and pen test pay off for both sides. After that you're on a rolling monthly basis with 30 days' notice. We don't lock people into multi-year auto-renewals or hidden price escalators.

What does the vCIO actually do?

Your virtual CIO runs quarterly strategy sessions with your leadership covering the IT roadmap, budget, risk register, supplier and licensing review, security posture, and any capability gaps. Between sessions they're the senior point of contact for strategic questions - new system selection, M&A IT due diligence, supplier negotiations, and anything that needs more than a helpdesk answer.

Can we start on Standard and upgrade to Premium later?

Yes. Plenty of customers start on Standard and move up when their compliance obligations change, when they win a contract that demands tighter SLAs, or when leadership decides IT needs strategic input. Upgrade is straightforward - the underlying service is the same, we add the additional commitments and the pen test on top.