Plain-English managed service scope
What’s Included in Connected Platforms Managed IT
One managed service standard covering day-to-day support, Microsoft 365, security, backup oversight, vendors and planning—plus the boundaries worth knowing before you sign.
The short version
A complete operating model, not a menu of support tiers
CP does not strip essential security or management out of a cheaper bronze plan. The Managed User product starts from one standard, with quantities and any separately approved services confirmed in your proposal.
Included for each paid Managed User
What the recurring managed service covers
These inclusions are grouped for readability. The exact selected quantities, service locations and proposal schedule still matter.
People and support
- Remote IT support
- Onsite IT support at included Service Locations
- User onboarding and offboarding
- Workstation and device management
- Proactive monitoring and maintenance
Microsoft 365 and identity
- Microsoft 365 Business Premium
- Microsoft 365 management and security baseline
- Microsoft Intune device management
- Identity threat detection and response
- Email security and phishing protection
Cybersecurity
- Connected endpoint defence, including antivirus and EDR
- Managed SOC monitoring, 24 hours a day
- Security awareness training
- Operating-system patch management
- Approved third-party patch management
Backup and infrastructure oversight
- Microsoft 365 backup
- Server and workstation backup monitoring for selected backup products
- Server and network monitoring
- Device health and maintenance visibility
- Escalation of detected faults and risks
Vendors and licences
- Vendor and licence management
- Coordination with internet, phone and approved software providers
- Main business domain registration and DNS management where selected
- Support for approved business software within the agreement boundaries
- Plain-English ownership when suppliers need coordinating
Planning and alignment
- Scheduled IT strategy, budgeting and technology alignment
- Reasonable operational meetings and Strategic Business Reviews
- High-level IT and AI planning
- Discovery, prioritisation and pre-project scoping
- Visibility through the Horizon client portal
No buried surprises
What needs separate approval—and what we need from you
A managed service can be comprehensive without pretending every possible project or product is covered. These are the main boundaries in the current agreement.
Usually quoted or charged separately
- Onboarding and substantial remediation of an inherited environment
- Project delivery, custom work, integrations and custom software
- Hardware, cloud consumption and third-party products outside selected services
- Additional or upgraded Microsoft 365 and third-party licences
- Formal cybersecurity audits and compliance assessments
- Disaster-recovery planning and data-recovery projects
- Planned after-hours work and best-effort support outside agreed hours
- Additional domains, emergency ticket upgrades and agreed offboarding work
Client responsibilities and scope conditions
- Maintain active direct debit and pay recurring services as agreed
- Use devices and software that meet the Minimum Standards
- Identify authorised contacts and approvers
- Give CP reasonable access, information and cooperation
- Use the approved request channels and call for genuine emergencies
- Approve project, product or specialist costs before work proceeds
- Keep selected user, device and service quantities accurate
- Follow agreed cybersecurity responsibilities and policies
Important: this page is a buyer-friendly explanation, not a substitute for your proposal or agreement. If anything conflicts, the agreement schedule, numbered terms and incorporated appendices take priority.
Commercial terms in plain English
The parts most buyers want to know before the call
Twelve-month planning period, not a lock-in
You can end the agreement at any time, for any reason, with at least 30 days’ written notice.
No remaining-term exit fee
You pay through the notice period plus approved work, hardware and third-party commitments already incurred.
First-30-day service promise
If you are not satisfied, recurring managed-service fees paid for that period are refundable under the agreement conditions.
Annual pricing review
After the first 12 months, managed-service pricing may be reviewed once a year for 1 September with at least 30 days’ notice.
Projects require approval
Scope and price are explained before separate project, product or specialist work proceeds.
Smooth offboarding
CP assists with transition during the notice period; any separately agreed offboarding work remains payable.
Current pricing guidance
One standard, priced by supported user
Your final proposal depends on the verified user count, environment, service locations and any remediation or specialist requirements.
- 10–15 users$3,100–$4,650/month
- 25–35 users$7,750–$10,850/month
- 40–50 users$12,400–$13,750/month
- Typical onboardingAround $4,400
Common scope questions
What buyers ask before signing
Is onsite support included?
Yes, onsite IT support is included at the Service Locations listed in your agreement when onsite work is the appropriate way to handle a covered support issue. New locations, projects and work outside the selected scope may need separate approval.
Does 24/7 SOC monitoring mean a 24/7 staffed helpdesk?
No. The managed security operations centre monitors covered security signals 24 hours a day. User support outside agreed support hours is best-effort and may be charged at the after-hours rate. Genuine emergencies should be raised by phone.
Are projects and AI automation included?
High-level IT and AI planning, discovery, prioritisation and pre-project scoping are included. Building and delivering a project, custom automation or integration is separately scoped and approved.
Are backups and disaster recovery the same thing?
No. Microsoft 365 backup and monitoring of selected server and workstation backup products are included. A formal disaster-recovery plan, recovery exercise or data-recovery project may require separate scope and approval.
Can we leave before the first 12 months?
Yes. The current standard agreement allows either party to end the agreement with at least 30 days’ written notice. CP does not charge the remaining balance of the initial period merely because you cancel.
Where can I read the controlling terms?
The current Managed Service Agreement, Response Times and Priority Levels, Rate Schedule and the appendices issued with your proposal contain the controlling detail. Your proposal confirms the selected services, quantities and locations.
Want to compare this with your current IT agreement?
Book a 20-minute call. We will explain what is covered, what is not and whether the model makes commercial sense for your business.
Or call 07 3062 6932