GAME OVER

Don't let IT be Game Over for your business

Just like a car, computers and IT infrastructure needs regular maintenance and servicing to run efficiently. Designed for the SMB market, our Premium Support Packages allow us to maintain your devices and detect and remedy IT issues often before you even realise there is an issue!

Cloud based backup can also help ensure your critical data is protected.

Our Infrastructure Package allows us to support your business Servers, storage and network.

Starting from the cost of a cup of coffee per week, we offer security and reliability for your business.

Premium Support Packages

¹ Package price is per device (Windows or MacOS Desktop or Laptop). Package price is per month with a 12 month commitment billed annually.
² Package price is per device (Windows or MacOS Desktop or Laptop). Package price is per month on a month-to-month commitment billed monthly. $55.00 setup fee applies.
³ Package price is per physical location. Package price is per month with a 12 month commitment billed annually.
⁴ Package price is per physical location. Package price is per month on a month-to-month commitment billed monthly. $55.00 setup fee applies.

Package Information

Premium Support

Our basic package but still full of benefits built to ensure your device is running to the best of its abaility. Continuously monitored and maintained to detect and resolve any postential issues before causing downtime, lost productivity and lost revenue.

This package does not include Cloud Backup or Disaster Recovery and as such these must continue to be managed by the business, however, should disaster strike we can assist in getting you back up and going with our reduced service rates.

The package covers a single desktop or laptop with Windows or MacOS operating systems only. Package benefits are limited to this device only and are not transferable to other devices. Unused benefits do not transfer to following periods.

Premium Support + Backup

All the benefits of our Premium Support package with the added benefits of Cloud Backup and Disaster Recovery services included. Your data is backed up to the cloud with version control and should a disaster strike we can quickly provide disaster recovery to minimise downtime and impact on your business.

The package covers a single desktop or laptop with Windows or MacOS operating systems only. Package benefits are limited to this device only and are not transferrable to other devices. Unused benefits do not transfer to following periods.

Infrastructure

Our Infrastructure package allows us to support all those other devices that go along with your desktop and laptop computers. These include but are not limited to servers, modems, routers, switches, printers, mobile phones and tablets.

Along with physical devices, our Infrastructure package also allows for us to support your software services such as Microsoft 365, Google Workspace etc.

2 Hours Remote Service is included per month. Where possible devices will be monitored and maintained remotely. Where possible devices will have our Enterprise Security software installed. As some devices cannot be monitored or maintained remotely other service arrangements may need to be made should an issue arise.

The package covers a single location (office, house, address) only. Package benefits are limited to this location only and are not transferrable to other locations. Unused benefits do not transfer to following periods.

Feature Information

2hrs Remote Support

Each package comes with 2 hours of remote support per month. Remote support includes telephone, email and remote control service and can be used to troubleshoot and resolve any technical issues. Each service is a minimum of 15 minutes and is then calculated each additional 15 minutes thereafter.

24/7 Monitoring

We monitor your devices 24/7 (as long as they are powered on of course!). Any issues detected by our monitoring service are flagged and actioned based on priority. Critical issues will be actioned with high priority with other issues actioned same or next business day.

Patch Updates

As a part of our monitoring we identify and remotely apply any patch updates to your software. These patches ensure that any known security vulnerabilities are eliminated and may also provide new or enhanced features on some occasions.

Enterprise Security

We supply and install enterprise level security software to help protect your device from viral and malware infections. We are alerted to any potential issues and can take rapid action to ensure that your systems are protected.

Reduced Service Rates

If we need to provide service above the 2 hours of included remote support, onsite or in our workshop we will provide a 10% discount on our current service prices. Our service prices can be found at https://cloughit.com.au/service-prices/

Extended Support Hours

As a part of our commitment to your business we will provide extended support hours between 7.00am and 7.00pm Monday to Friday. Our after hours service is always available to you at our reduced service rate should you need urgent service outside of these extended hours.

Hardware Discounts

Where possible we will provide a 10% discount on any hardware purchases over $110.00 inc GST

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Cloud Backup

Using our cloud based backup we can also help ensure your critical data is protected. We store up to 30 versions of the fies backed up to the cloud storage and can revert to an older version if required.

Disaster Recovery

Should your data be lost due to hardware failure, compromise, human error, theft, fire, flood etc we can orovide rapid restoration to get your staff operational with minimal downtime. Limited to one Disaster Recovery per month.

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Microsoft 365 Backup

Software as a Service (SaaS) productivity apps like Microsoft 365 Business are an invaluable tool in today's world, with benefites the likes of easy access to documents from any internet connected device and improved collaboration. However, many businesses believe that moving to Microsoft 365 means backups for emails and cloud storage such as OneDrive and SharePoint are no longer necessary. According to a recent Enterprise Strategy Group report, one in four businesses don't believe they need to backup Microsoft 365.

However, Microsoft does not guarantee complete and fast restores of deleted or corrupted Microsoft 365 data. In short, Microsoft ensures that it won't lose your data, however, the company doesn't make any guarantees about recovering it for you.

So what does Microsoft provide and what other protections should be put in place?

Microsoft provides:

• Protection against loss of service due to hardware failure or natural disaster

• Short-term protection against user and admin error (Recycle Bin, soft delete etc)

Microsoft does not provide:

• Long-term protection against accidental deletion

• Data corruption as a result of hackers, ransomware, and other malware

• Protection from disgruntled or departing employees

For these reasons Microsoft recommends third-party backup in the Service Availability section of its Services Agreement.

We provide backup for your Microsoft 365 Business accounts and cloud storage services with versions kept for 30 days allowing us to recover your data quickly should the need ever arise.

Google Workspace Backup

Google Workspace is another Software as a Service (SaaS) productivity app which provides business email, storage and collaboration solutions. Just like Microsoft 365, many businesses do not believe that backups of this data are necessary. And just like Microsoft, Google provide short term bandaids and little to no long term support for recoveing your data in the time of disaster.

We provide backup for your Google Workspace accounts and cloud storage services with versions kept for 30 days allowing us to recover your data quickly should the need ever arise.

Fixed Price Onboarding

Employees come and go, and when they do there can be significant steps required to prepare devices for them. We can provide a fixed price onboarding / offboarding rate based on your business requirements to take the pressures away from worrying about IT and focus on bringing your new employee onboard (or saying goodbye to an old one). As each business has different requirements we will work with you to identify what is needed and work out a plan tailored for you.

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Terms & Conditions

Along with our general Terms & Conditions (https://cloughit.com.au/terms-and-conditions/) the following additional Terms & Conditions apply:

Availability

Premium Support Packages are tailored for business customers with an ABN. At this point in time Premium Support Packages are not available for individuals.

Package Coverage

All packages are limited to the subscribed device or location only and are not transferrable to other devices or locations.

Exceptions are made where:

• The subscribed device is decomissioned and replaced with another device. In this circumstance the new device will take on the remainder of any existing service package that was in place for the decommissioned device.

• The subscribed location is relocated to an alternate location. The previous location must be permanently closed. In this circumstance the new location will take on the remainder of any existing service package that was in place for the previous location.

Monitoring Hardware and Software

In order for us to monitor and maintain your devices it is necessary for us to install software on your devices which operates in the background and provides alerts to us shouls issues be detected. This software will be required to be installed on any devices covered by a support package which utilises Windows, MacOS, Android or iOS.

On some occasions it may also be necessary for us to install one or more dedicated hardware devices to allow us to monitor and manage devices. These hardware devices remain the property of Clough IT Solutions and must be returned at the end of any service packages supplied.

** If you do not wish for us to install our monitoring software or hardware please do not order our services as these are required as a part of our packages **

Termination

All packages can be cancelled at any time with written notice. For packages billed annually 30 days notice prior to the next billing date is required. For packages billed monthly 7 days notice prior to the next billing date is required.

No refunds for unused time or services are provided.

On some occasions it may have been necessary for us to install hardware to monitor and maintain products covered onder a service package. This hardware remains the property of Clough IT Solutions and we will arrange for the return of this equipment to us from you within 7 days of the end of your agreement. Any hardware not returned or returned damaged will be billed to you accordingly.