A comparable quote starts with a defined scope
Managed support is normally priced as a fixed monthly plan using a per-user, per-device, or blended model. The quote states what is included, which security and backup services are in scope, and which work is treated as a separate project. Tier1 publishes indicative catalogue bands and worked examples so buyers can establish a planning range before sharing contact details. Those figures are not universal market averages or formal quotes: ten office users with standard Microsoft 365 needs are not equivalent to ten users across a workshop, field sites, specialist systems, and after-hours operations.
What changes the monthly range
These are the inputs we use to produce an indicative range and then a written proposal:
- User and device counts, including shared or specialist devices
- Sites, remote workers, field teams, and onsite requirements
- Microsoft 365 licensing and tenant administration
- Security, email protection, backup, and recovery requirements
- Server, network, cloud, and line-of-business application complexity
- Business-hours, after-hours, and critical incident coverage
Response commitments are written by priority
A response target should describe when a qualified person begins triage—not promise that every fault can be resolved inside the same window. The proposal defines the actual target times that apply to your plan.
What 24/7 on-call means
Emergency and 24/7 on-call cover is available where it is included in the customer's service arrangement. It is not a claim that every routine request is staffed around the clock. The written agreement identifies eligible contacts, issue priorities, escalation channels, response targets, and any after-hours charges.
Your systems remain yours
Customer tenants, business data, domains, and customer-funded equipment remain under customer ownership. If the relationship ends, we follow the agreed offboarding process: confirm authorised recipients, hand over current documentation and administrative access, export customer data we hold for service delivery, remove Tier1 access, and cooperate with the incoming provider. Contractual notice periods, project work, licensing commitments, and reasonable offboarding charges still apply.
Frequently asked questions
Can we get an indicative price before a full audit?
Yes. Provide headcount, device count, sites, core systems, and coverage needs. We can usually give an indicative range before detailed discovery, with the assumptions stated clearly.
Do you guarantee resolution times?
We set response and escalation commitments in the written proposal. Resolution depends on the cause, access, hardware availability, third-party vendors, and whether a safe workaround exists, so blanket resolution guarantees can be misleading.
Who owns our Microsoft tenant and admin credentials?
The customer owns its tenant, domains, business data, and customer-funded systems. Tier1 receives the access needed to deliver the agreed service and returns or removes that access through a controlled offboarding process.