The whole function, in one agreement.
Everything below is what you are buying: the scope, the response times, the price list, the exclusions and the contract. Read it before you speak to us, not after.
Per branch, per month, excluding VAT. Fixed for the term.
To an engineer on site for a confirmed hardware fault.
What we take responsibility for.
Grouped the way an internal department would be structured. Depth in each area is sized to your environment during the assessment.
Leadership and governance
- Technology strategy and a twelve-month roadmap
- IT budget planning and licence cost control
- Vendor and supplier management on your behalf
- Written monthly report to your executive
- Quarterly review meeting, in person where practical
- Asset register and documentation kept current
Infrastructure and network
- Servers, storage, virtualisation and patching
- Switching, routing, firewalls, VPN and Wi-Fi
- Monitoring and alerting, twenty-four hours a day
- ISP escalation and connectivity failover
- Backup, replication and tested restores
- Capacity planning and hardware refresh scheduling
Security
- Access control, identity and privilege management
- Endpoint protection and device encryption
- Vulnerability scanning and remediation
- Phishing simulation and staff awareness training
- Incident response and breach notification support
- Audit and regulator evidence packs
Support and administration
- Service desk by phone, email and WhatsApp
- User accounts, mailboxes and permissions
- Device enrolment, imaging and management
- Staff onboarding and offboarding, same day
- Printers, point of sale, scanners and peripherals
- Procurement and warranty claims handled for you
Cloud and data
- Architecture across AWS, Azure, Google Cloud or local hosting
- Migration planning and execution
- Monthly cloud spend review and optimisation
- Data pipelines, warehousing and reporting
- Dashboards for operations, finance and management
Development and delivery
- Internal tools and line-of-business applications
- Integration between the systems you already run
- Build pipelines, release automation and change control
- Testing, regression and release validation
- Project management for IT initiatives
A person, at your branch, within 24 hours.
The commitment is simple. Once a hardware fault is confirmed by the service desk, a qualified engineer is dispatched to your site and arrives within twenty-four hours.
If we miss it, you receive a service credit against that month’s fee. It is written into the agreement, not promised on a website.
- Confirmed hardware fault: engineer on site inside 24 hours
- Preventative visits on a published schedule
- New-branch build: cabling, switching, access points, workstations
- Equipment installation, relocation and decommissioning
- Secure data destruction with written certificate
- Travel within the agreed service area included in the fee
Service areas are agreed per branch and named in the schedule to your agreement. Sites outside an agreed area are quoted in advance. Parts and replacement equipment are billed at supplier cost.
Response times you can hold us to.
Measured from the moment a ticket is logged with the service desk, within your contracted cover hours.
| Priority | What it means | First response | Target resolution |
|---|---|---|---|
| P1 Critical | A site is down, all users are blocked, a security incident is under way, or data loss is suspected. | 15 minutes | 4 hours |
| P2 High | A department or a business-critical system is blocked. Work has stopped for a group of people. | 1 hour | 8 business hours |
| P3 Normal | An individual is blocked, or a system is degraded but usable. Workarounds exist. | 4 business hours | 2 business days |
| P4 Request | New account, new device, access change, scheduled task or planned project work. | 1 business day | By agreed date |
Cover hours
- Standard. 07:00 to 18:00 SAST, Monday to Friday, excluding South African public holidays.
- Extended. 06:00 to 22:00 SAST, Monday to Saturday.
- Continuous. Twenty-four hours, every day of the year, including public holidays.
Infrastructure monitoring runs continuously on every agreement, whichever cover you choose. If a server falls over at two in the morning, we know about it - the cover level decides whether we act immediately or at the start of business.
Service credits
- Missed P1 first response: 5% of that month’s branch fee, per incident.
- Missed 24-hour on-site commitment: 10% of that month’s branch fee, per incident.
- Missed P2 first response: 2% of that month’s branch fee, per incident.
- Credits are capped at 25% of the monthly fee for that branch.
Credits are applied automatically to your next invoice. You do not have to claim them, and we report our own misses in the monthly report.
What the fee covers, and what it does not.
Included in the monthly fee
- All labour, across every discipline in the scope
- Service desk, unlimited tickets, no per-user charge
- Monitoring, alerting and management tooling we deploy
- On-site visits within the agreed service area
- Monthly reporting and quarterly reviews
- Documentation, asset register and network maps
- Staff onboarding and offboarding
- Security awareness training for your people
- Exit assistance for 30 days if you leave
Billed separately, at cost or on quote
- Hardware, equipment and replacement parts
- Third-party software licences - Microsoft 365, antivirus, ERP, line-of-business software
- Internet connectivity and ISP contracts
- Cloud consumption charges from AWS, Azure or Google Cloud
- Major migrations, new builds and projects outside the agreed scope
- Travel to sites outside an agreed service area
- Work requested outside your contracted cover hours
Anything billable is quoted and approved in writing before it is done. We do not mark up hardware or licences, and you may buy them yourself if you prefer.
How the monthly fee is built.
Published, not negotiated behind a curtain. The builder on our site applies exactly these rates.
| Component | Basis | Amount |
|---|---|---|
| Base rate, single branch | Per branch | R30 000 |
| Base rate, 2 to 4 branches | Per branch | R28 500 |
| Base rate, 5 to 9 branches | Per branch | R27 000 |
| Base rate, 10 branches or more | Per branch | R25 500 |
| Scale loading, 26 to 75 staff per branch | Per branch | + R5 500 |
| Scale loading, 76 to 150 staff per branch | Per branch | + R11 000 |
| Scale loading, over 150 staff per branch | Per branch | + R18 000 |
| On-premises server infrastructure | Per branch | + R4 500 |
| Regulated sector - finance, health, legal, public, education, mining | Per branch | + R4 500 |
| Extended cover hours | Per branch | + R6 000 |
| Continuous cover, 24/7/365 | Per branch | + R14 000 |
| Resident engineer, one day a week | Per branch | + R9 500 |
| Continuous security monitoring | Per agreement | + R12 000 |
| Managed backup and disaster recovery | Per agreement | + R6 500 |
| POPIA and ISO 27001 readiness programme | Per agreement | + R4 500 |
| Software development retainer, 40 engineering hours | Per agreement | + R38 000 |
Individuals, sole practitioners and organisations under ten people are usually better served by a project engagement than a department agreement. Ask us and we will point you at the cheaper option.
Terms, in plain language.
| Term | Discount | Onboarding fee | Notice to end |
|---|---|---|---|
| Month to month | - | R18 000 per branch | 30 days, either party |
| 12-month agreement | 7.5% | Waived | 60 days before renewal date |
| 24-month agreement | 12% | Waived | 90 days before renewal date |
What is in every agreement
- Fixed fee. The monthly amount does not change during the term except by the annual escalation, which is capped at CPI plus two percent.
- Your property. All source code, documentation, configurations, credentials and data created for you belong to you, during the agreement and after it ends.
- Named accountability. A named service lead and a named technical lead, with direct contact details.
- Service credits. Automatic credits when we miss a published response time.
- Confidentiality. Mutual, and it survives the end of the agreement.
- Data handling. Personal information processed strictly in terms of POPIA, under a written operator agreement.
- Exit assistance. Thirty days of handover to you or your next provider, at no additional charge.
The 21-day handover
Days 1–5, discovery
Asset register, network map, licence audit, access inventory and a written risk list. Nothing changes yet.
Days 6–12, handover
Credentials transferred, monitoring and backup deployed, service desk goes live, your staff are briefed on how to reach us.
Days 13–18, stabilise
Critical risks closed, patching brought current, backups verified by an actual restore test rather than a green tick.
Days 19–21, baseline
Written baseline report, a 90-day remediation roadmap and the first governance meeting with your executive.
Before you ask.
What happens to our current IT staff?
That is your decision, not ours. Many clients keep one internal person as the day-to-day face of IT and hand the rest of the function to us. We work alongside internal staff without friction, and we will not brief against anyone to win the account.
How quickly can you start?
Typically ten business days from signature and first payment to the start of the handover, and twenty-one days from there to a stable baseline. Emergencies are taken faster when we have capacity.
Do you work with our existing suppliers?
Yes. Your ISP, your accounting software vendor, your point-of-sale provider - we manage those relationships on your behalf and escalate to them so your staff do not have to.
Branches in different provinces?
Priced per branch, with a service area agreed for each site and written into the schedule. The 24-hour on-site commitment applies to every branch inside its agreed area.
Is R30 000 the real floor?
Yes, for a single branch of up to twenty-five staff on standard cover hours with no on-premises server infrastructure. Everything above that is on the published price list, applied the same way for everyone.
Who owns what you build?
You do. Source code, documentation, configurations and data are yours. We keep no hostage systems and no proprietary lock-in that would make leaving expensive.
What if it does not work out?
Give the notice in your agreement and leave. Thirty days of exit assistance is included: documentation, credentials, asset register and a clean handover to whoever comes next.
Can we buy only part of this?
Often the better answer. If you need security or infrastructure alone, we will scope that as a project instead of selling you a department you do not need.
Price your environment.
Eight short steps and you have an indicative monthly figure for your own environment, calculated from the price list above.