IT Support Packages
Choose from one of our standard packages for the level of support you need
IT Support Packages for Hong Kong Businesses
Straightforward monthly support plans for SMEs and satellite offices. Choose the right level of coverage, get predictable costs, and keep your users productive without building an in-house IT team.
Need a tailored managed service instead of a standard package? See our IT Support and Managed IT Services pages.
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Monthly plans Clear scope, simple billing, no surprises.
Remote and onsite Support for users, networks, and office IT in Hong Kong.
Built for business Ticketing, reporting, escalation and accountable ownership.
Support package tiers
Choose Bronze, Silver, or Gold based on how much coverage you need, how critical uptime is, and whether you want onsite included.
All packages include our remote management and monitoring (RMM) agent on supported devices to enable secure remote support, patch visibility, and proactive alerts.
Bronze
Essentials
Hours: Mon to Fri, 9:00am to 6:00pm Response SLA: Within 4 business hours Coverage: Remote support (onsite billable separately)
- RMM included: Remote access, device visibility, and alerting on supported endpoints
- End-user devices: Basic support for login, OS, and email issues
- Peripherals: Printer and network connectivity troubleshooting
- Network: Limited to internet and router issues
- Servers and storage: Not included
- Cloud services: Basic Microsoft 365 user support
- Patching: Best-effort guidance; structured patch management available as an add-on
- Security: Antivirus status monitoring (managed AV available as an add-on)
- Reporting: Monthly ticket summary
Silver
Standard
Hours: Mon to Fri, 9:00am to 6:00pm Response SLA: Within 2 business hours Coverage: Remote support plus one onsite visit per month included
- RMM included: Remote access, monitoring, and alerting
- End-user devices: Full setup, imaging, and troubleshooting
- Peripherals: Printer, scanner, webcam, and basic meeting room device support
- Network: Firewall, switch, and Wi-Fi diagnostics with minor configuration
- Servers and storage: Monitoring, patching, and basic administration
- Cloud services: Microsoft 365 administration (users, groups, licences)
- Remote access: VPN and remote desktop setup and troubleshooting
- Patching: Endpoint patching via RMM where supported (policy-based)
- Reporting: Monthly report plus quarterly health review
Gold
Complete
Hours: Mon to Fri, 9:00am to 9:00pm Response SLA: Within 1 business hour Coverage: Unlimited remote and onsite (subject to fair use)
- RMM included: Proactive monitoring, alerting, and remote automation
- End-user devices: Full lifecycle support including procurement, onboarding, and warranty handling
- Peripherals: Full coverage including meeting room technology
- Network: Full management and firmware control for infrastructure
- Servers and storage: Full administrative support and vendor liaison
- Cloud services: Full Microsoft 365 tenant management and governance
- Remote access: Full VPN management and MFA setup
- Patching: Policy-based patching via RMM and platform tools
- Reporting: Monthly executive reporting and IT roadmap support
| Feature | Bronze | Silver | Gold |
|---|---|---|---|
| Support hours | Mon to Fri, 9:00am to 6:00pm | Mon to Fri, 9:00am to 6:00pm | Mon to Fri, 9:00am to 9:00pm |
| Response SLA | Within 4 business hours | Within 2 business hours | Within 1 business hour |
| Onsite support | Billable separately | 1 visit per month included | Included (fair use) |
| RMM (remote monitoring & management) | Included on supported devices | Included on supported devices | Included on supported devices |
| Microsoft 365 | Basic user support | Administration (users, groups, licences) | Full tenant management and governance |
| Servers and storage | Not included | Monitoring, patching, basic admin | Full administrative support and vendor liaison |
| Monitoring and alerting | Core alerts via RMM | Expanded monitoring via RMM | Proactive monitoring with trend analysis |
| Reporting | Monthly ticket summary | Monthly report plus quarterly health review | Monthly executive reporting plus IT roadmap support |
Notes: RMM requires an agent installed on supported endpoints and administrator approval. “Fair use” means onsite and out of hours support is intended for normal business operations rather than large project work. Where work falls outside support scope, we will flag it early and agree a separate project approach.
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