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Unlimited remote support (business hours)

Unlimited remote support during business hours: 09:30–18:00, Monday to Friday.
Contact us by emailing support@itguys.com or calling our support line.
We log and triage your ticket, then work with you to resolve the issue — printing, email, software problems, login issues and more.
This is your day-to-day reactive support for anything stopping you getting on with your work.

ITGUYS management app on every device

Our lightweight management app sits on each supported device and does three key jobs:

Monitoring & alerts
- Monitors critical events (disk space, hardware errors, malware signals, missing updates) and alerts our team.
- Where possible we fix issues automatically; if we need your input, we’ll get in touch.
Easy support requests
- Create a support ticket directly from the app.
- Access useful device information for audits and troubleshooting.
Secure remote access (with your permission)
- Allows our engineers to remote into your device when you request help.
- Gives us administrative access needed to resolve issues securely and efficiently.

Automated operating system & Office updates

We automatically manage core operating system and Microsoft Office updates to keep devices secure and stable.
No need to remember to run updates — we handle it centrally as part of keeping your estate healthy.

Enhanced antivirus with endpoint detection & response (EDR)

Every device is protected by enhanced antivirus with endpoint detection and response (EDR).
EDR helps detect and stop ransomware and suspicious behaviour in real time.

Guaranteed response time (SLA)

The Base IT plan includes a guaranteed response time of up to 8 business hours.

IT documentation

We maintain documentation of your IT environment so you always know what you’ve got and how it fits together.
This typically covers where your data lives, how it’s backed up, and which key systems and services are in use.

Management reporting & executive summaries

Regular management reporting to provide visibility into device health, security posture, and tickets raised/resolved.

Annual technology business review (TBR)

An annual review to align your IT strategy with business goals and update your roadmap.

On-site support (optional extra)

On-site support isn’t bundled into Base IT. If you need an engineer on-site, it’s provided at an agreed hourly rate.

Asset & inventory management

We keep track of your devices and assignments to help with lifecycle planning and clarity on where data lives.

Email filtering

Advanced email filtering to quarantine spam, phishing, and malware before they reach inboxes.

Microsoft 365 / Google Workspace backup

Independent, third-party cloud backup for Microsoft 365 or Google Workspace, backed up three times daily.
If something goes wrong (deletion, corruption, account breach), we can restore from the separate backup set.

Change requests (joiners & leavers)

On the Base IT plan, change requests are chargeable (e.g. new starters, leavers, licence/access changes).
This “pay per change” model suits organisations with very low staff turnover.

More frequent technology business reviews

At least twice-yearly technology business review meetings (every six months as standard, or more frequently if you prefer).
This gives you a more regular cadence to adjust your IT strategy as your organisation evolves.

Preferential on-site support rates

On-site support is still not bundled, but you benefit from a preferential on-site hourly rate compared with Base IT.
Ideal if you know you’ll need occasional on-site visits but don’t require them all the time.

Faster guaranteed response time

Smart IT includes a faster guaranteed response time of up to 4 business hours.
Ideal if IT issues have a higher impact on your operations and you need quicker reaction from our team.

Change requests included

User change requests are included in the Smart IT monthly fee.
New starters, leavers and standard access changes are covered without additional per-form charges.
Particularly good value if you have regular staff turnover or growth.

Secure password manager for all users

A business-grade password manager for your team, available on desktop/laptop browsers and mobile devices.
Features include a zero-knowledge fully encrypted vault, SSO with your email identity (or a strong master password), and generation/storage of unique complex passwords for each service.
The goal is to remove password headaches and reduce risky habits like re-using the same password everywhere.

Online security awareness training

Ongoing cyber security awareness training focused on real-world risks.
Includes short, engaging video modules, practical phishing/scam guidance, and safe-working best practice.
Simulated phishing emails test awareness (nothing harmful happens if clicked); repeat clickers can be enrolled in additional training.
This tackles the reality that people are often the weakest link in cyber security.

Web and DNS filtering

Web/DNS filtering to block unwanted and risky websites.
Can be configured to block known malicious sites and optionally block categories such as social media, adult content, alcohol, weapons and more.
Reduces cyber risk and helps ensure browsing aligns with organisational policies during work time.

Shortest guaranteed response time

Guaranteed response within 2 business hours on reported issues.
This is our fastest SLA and is designed for organisations where downtime and disruption have a significant impact.

Quarterly technology business review meetings

Quarterly technology business review meetings as standard.
A regular drumbeat to review performance and incident trends, refine cyber security posture, update your IT roadmap, and align IT plans with upcoming projects and organisational changes.
In practice, this makes us feel much closer to an embedded, outsourced IT department.

Cyber security assessments

Regular cyber security assessments to identify where you are most at risk.
Includes risk of business email compromise, exposed/leaked credentials discovered online, and weak/misconfigured security controls.
You get clear, practical recommendations so you can address risks rather than just being told they exist.

Vulnerability scanning & hardening

Ongoing vulnerability scanning across your endpoint devices and your Microsoft 365 / Google Workspace environment (if applicable).
We look for missing patches, insecure configuration and other weaknesses.
Findings are prioritised and fed into a remediation plan to reduce your attack surface and harden your setup.

Project scoping and planning included

Our time for project scoping and planning is included for agreed projects.
Examples: combined cyber security improvement programmes, infrastructure upgrades, redesigning your environment for better security and resilience.
The work required to design your environment and prepare it for advanced security measures is part of the service rather than an extra consultancy line item.

Onboarding and setup costs included

Standard remote onboarding and configuration work to get your environment into a secure, supportable state is included.
Where we need to be on site as part of onboarding (e.g. agreed security reviews or technical setup tasks), that work is included within the onboarding project scope.
Larger one-off projects outside the agreed onboarding scope can still be quoted separately.

New user setups included

On the Total IT plan, full new user setups are included.
Typically covers creating accounts, assigning standard licences, configuring profiles/policies, and setting up devices in line with your organisation’s standards.
This means you can grow your team without worrying about extra setup charges each time.

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Asset & inventory management

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