PTS 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.
Whether you need essential remote support to complement an internal team, a more comprehensive package with proactive monitoring, or full end-to-end management of your IT environment, we have a solution designed for you.
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.
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 |
Package Details
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)
Scope:
- 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
Scope:
- 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)
Scope:
- 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
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.