PTS IT Support Packages
At PTS, we understand that every business has different IT support needs.
That’s why we offer flexible, tiered managed support packages — giving you the freedom to choose the level of support that best fits your organisation.
Our Bronze, Silver, and Gold packages provide a clear structure for service coverage, response times, onsite support, and optional extras — all designed to keep your technology running smoothly and your team productive.
We are here to provide dependable, responsive IT support tailored to your business needs today — and to grow with you tomorrow.
Bronze Tier – Essentials
Support Hours: Monday to Friday, 9:00am–6:00pm
P1 Response SLA: Within 4 business hours
Support Type: Remote support only (onsite support billable separately)
- End-User Devices: Basic support for login, OS, email issues
- Peripherals: Printer and network connectivity troubleshooting
- Network: Limited to internet/router issues
- Servers & Storage: Not included
- Cloud Services: Basic Microsoft 365 user support
- Remote Access: Not included
- Monitoring: Antivirus status checks
- Reporting: Monthly ticket summary
- Optional: Remote management software (patching, antivirus, RMM) available at additional cost per device/user
Silver Tier – SME Standard
Support Hours: Monday to Friday, 9:00am–6:00pm
P1 Response SLA: Within 2 business hours
Support Type: Remote support plus one onsite visit/month included
- End-User Devices: Full setup, imaging, troubleshooting
- Peripherals: Printer, scanner, webcam, basic AV device support
- Network: Firewall, switch, Wi-Fi access point diagnostics and minor configuration
- Servers & Storage: Monitoring, patching, basic admin
- Cloud Services: Microsoft 365 administration (users, groups, licenses)
- Remote Access: VPN and remote desktop setup/troubleshooting
- Monitoring: Basic network and device monitoring
- Reporting: Monthly report plus quarterly health review
- Optional: Remote management software (patching, antivirus, RMM) available at additional cost per device/user
Gold Tier – Comprehensive Managed Support
Support Hours: Monday to Friday, 9:00am–9:00pm
P1 Response SLA: Within 1 business hour
Support Type: Unlimited remote and onsite (subject to fair use)
- End-User Devices: Full lifecycle management, procurement, onboarding, warranty handling
- Peripherals: Full coverage of all devices including meeting room tech
- Network: Full management and firmware control for all infrastructure
- Servers & Storage: Full administrative support and vendor liaison
- Cloud Services: Complete M365 tenant management and governance
- Remote Access: Full VPN management, MFA setup
- Monitoring: Advanced proactive monitoring, trend analysis
- Reporting: Monthly executive reporting, IT roadmap support
- Included: Remote management software (patching, antivirus, RMM) at no extra cost
Categories of IT Assets and Services Covered
| Category | Examples |
|---|---|
| End-User Devices | Laptops, desktops, mobile phones, tablets |
| Peripherals | Printers, docking stations, webcams, meeting room equipment |
| Network Infrastructure | Firewalls, switches, Wi-Fi access points |
| Servers & Storage | File servers, virtual machines, NAS/SAN |
| Cloud Services | Microsoft 365, Azure, Google Workspace |
| Remote Access & VPN | SSL VPNs, RDP, device connectivity |
Choosing the right support package is the first step toward stronger, more reliable IT for your business.
Contact us today to discuss your needs and let us know which package — Gold, Silver, or Bronze — is the best fit for your team.
Our team will guide you through the next steps and tailor the service to match your exact requirements.