Transparent IT Support Pricing
Most IT companies pad their tiers with bundled software you may or may not need, then make it look like the cheaper plans are missing features. We don’t.
At Octopus 365, every customer gets the same service, the same engineers and the same scope of cover. The only thing that changes between our Workday, Workweek and Always-On tiers is how fast we respond and what hours we’re available. You pick the speed of service you need, and you pay accordingly.
That’s it. No artificial feature gates. No “you’d need to upgrade to Premium for that.” Just a straightforward choice about how quickly you want us there when something goes wrong.
Per User
A named, full-time-equivalent person we support, regardless of how many devices they use. If your finance manager has a desktop, a laptop and a phone, that's still one user. And if you have two part-time staff each working 20 hours a week sharing a role, that counts as one user too.
Per Shared Endpoint
A device that isn't tied to a specific person. EPOS tills, shared back-office PCs, kiosks, training-room machines, that sort of thing.
Per Site
A physical location with network infrastructure we manage. Routers, firewalls, Wi-Fi, NVR/CCTV, door access. One fee per location, regardless of size.
Pricing matrix
All prices are per month, ex VAT.
| Unit | Workday | Workweek | Always-On |
|---|---|---|---|
| Per User | £30per month | £45per month | £65per month |
| Per Shared Endpoint | £15per month | £25per month | £35per month |
| Per Site | £100per month | £150per month | £225per month |
All prices are ex VAT. You can mix tiers across units if needed.
You can mix tiers across units (for example, Always-On sites and Workweek users), but to keep things simple most customers pick one tier across the board.
Workday
The right choice for businesses where IT issues outside core hours can wait until the next morning.
Workweek
The right choice for businesses with longer trading hours, hybrid teams or staff working evenings.
Always-On
The right choice for hospitality, retail, healthcare or any business where weekends are trading days.
What’s included at every tier
These are included regardless of whether you choose Workday, Workweek or Always-On:
- Unlimited remote support during your tier's hours
- On-site support when remote isn't enough
- Proactive monitoring of your systems and network
- Patch management on all managed devices
- Hardware and software support
- Network and Wi-Fi support, including guest isolation and segmentation
- Cybersecurity oversight and incident coordination
- Staff onboarding and leaver processes
- Asset management and a maintained asset register
- Network documentation and access registers
- Vendor coordination (ISP, EPOS, software suppliers)
- Monthly service reporting
Service Level Agreements
The tier you pick defines two things: when we’re available, and how fast we respond when you raise an issue.
- Response means a qualified engineer has actively started work on your issue.
- Restore means service is restored, or a workable workaround is in place.
| Priority | Workday | Workweek | Always-On |
|---|---|---|---|
| P1 Critical | 30 min / 4 hrs | 15 min / 4 hrs | 15 min / 1 hr |
| P2 High | 2 hrs / 1 day | 1 hr / 8 hrs | 30 min / 4 hrs |
| P3 Medium | 6 hrs / 3 days | 4 hrs / 2 days | 2 hrs / 1 day |
| P4 Low | 1 day / 5 days | 8 hrs / 4 days | 4 hrs / 2 days |
Times shown are response / restore. Business days unless stated. Outside core hours, Workweek and Always-On prioritise P1 and P2 incidents to protect trading. Restoration times can be affected by third parties (ISP faults, hardware warranty replacement). We remain accountable for escalation and communication throughout.
Times shown are response / restore. Business days unless stated. Outside core hours, Workweek and Always-On prioritise P1 and P2 incidents to protect trading; lower priority work is scheduled into the next available support window.
Restoration times can be affected by third parties (ISP faults, vendor response, hardware warranty replacement). Where this happens, we remain accountable for escalation, coordination and clear communication until you’re back up and running.
Tooling and licences
Some software is required for us to support you safely (endpoint protection, RMM agent, password manager). These are charged at supplier rate as a pass-through line item, with no margin added by us. We’ll quote the exact figures during onboarding so you can see what each licence costs.
Optional add-ons like Microsoft 365, email security, mailbox backup, Veeam server backup, security awareness training and simulated phishing are also available at supplier rate. You take what you need, you skip what you don’t.
What about telecoms, email and AI?
Those are separate services with their own pricing. Most customers take managed IT plus one or more of these:
- Telecoms – hosted phone systems, SIP trunks, AI booking agents
- Email – Microsoft 365, Proofpoint email security, Veeam mailbox backup
- AI – consultancy, automation builds and Microsoft Copilot rollout
See the relevant service pages, or get in touch and we’ll put together a single quote covering everything.
FAQs
How do you count part-time staff?
We count users on a full-time-equivalent (FTE) basis, not heads. A standard working week is 37.5 hours, so two people each working 20 hours a week doing the same role count as one user. Three people each working 12.5 hours? Still one user. We think that's fairer, and it means seasonal teams, job-shares and term-time-only staff don't get penalised.
Can I mix tiers, for example Always-On sites and Workday users?
Yes. Most customers pick one tier across the board for simplicity, but if your venues need weekend cover and your back-office staff don't, that's a perfectly sensible split.
What's the minimum I need to buy?
It depends on your setup. A solo consultant working from home might just have one user. A nursery with one location and five staff would have one site and five users. There's no minimum number of users or sites.
What if I just want ad-hoc support?
We don't offer ad-hoc support. Our model is built around proactive management, monitoring and prevention, which only works on a managed plan. If you're looking for break-fix or pay-per-incident, we're not the right fit.
What's not included?
Major projects (server migrations, large rollouts, network redesigns) are quoted separately as fixed-price change requests. We'll always agree the price before we start.
Are there minimum contract terms?
We have a 30-day free trial for new customers, no contract required. After that, we move to a simple support agreement which we'll talk through with you so you know what you're committing to.
Do you support Macs as well as Windows?
Yes, both. Plus iOS, Android, Linux servers and most things in between.
What happens if my needs change?
You can move between tiers or change quantities at any time with 30 days' notice. As your business grows, your support grows with you.
How often do you change your prices?
We review our pricing once a year, every April. Our last review was in 2024, so the prices on this page have been held steady since then.
When we do change, we'll always tell you well in advance, explain why, and give you time to plan.
What about supplier costs and licences?
Pass-through licences (Microsoft 365, Proofpoint, Veeam, WatchGuard EPDR and so on) are charged at supplier rate with no margin. That means when a supplier changes their price, our charge to you changes too.
Most suppliers review their pricing once a year, but timing varies - Microsoft might change in April, another vendor in October. Some of the services we resell are priced in euros or US dollars, so currency movements can affect what we pay (and therefore what you pay) at any point in the year.
We'll always pass on any supplier change with as much notice as we get from them, and we'll be transparent about what's changed and why.