Managed IT Services Schedule of Fees

Packages & Plans

(on a monthly basis) Block Hours Startup Established Growth Enterprise
Min # of Employees N/A 1 5 10 25
Max # of Employees N/A 5 300 500 Unlimited
Max # of Devices
per employee
N/A 1 3 3 5
Hours of Support
per employee
N/A Unlimited Unlimited Unlimited Unlimited
Availability of Support Business Hours 24/7/365 24/7/365 24/7/365 24/7/365
Language of Support English English English English, Spanish English, Spanish
Network & Endpoint Monitoring Optional + Billable Included Included Included Included
WAN Monitoring Not Available Uptime & Security Uptime & Security Uptime & Security Uptime & Security
Dedicated Account Manager Not Available Not Available Not Available Included Included
Dedicated Security Engineer Not Available Not Available Not Available Included Included
Dedicated Infrastructure Engineer Not Available Not Available Not Available Not Available Included
Office 365 Optional + Billable Microsoft 365 Business Premium Microsoft 365 Business Premium Microsoft 365 E5 Microsoft 365 E5
Remote Workforce
per employee
Not Available 1 Computer 2 Computers 3 Computers 3 Computers
Onboarding Hours
complimentary (Total)
0 Hours 1 Hour 5 Hours 10 Hours 20 Hours
Anti-Virus Not Available Microsoft Defender for Business Microsoft Defender for Business Microsoft Defender for Endpoint P2 Microsoft Defender for Endpoint P2
MDM Not Available Not Available Microsoft Intune Microsoft Intune Microsoft Intune
Authentication & SSO Not Available Azure AD Plan 1 Azure AD Plan 1 Azure AD Plan 2 Azure AD Plan 2
Automation Platform Not Available Power Automate Power Automate Power Automate Power Automate
Anti-Spam Not Available Defender for 365
Plan 1
Defender for 365 Plan 1 Defender for 365
Plan 2
Defender for 365
Plan 2
Additional Email Security Not Available Not Available Optional + Billable DMARC
Monitoring
DMARC Monitoring
SIEM Not Available Azure Sentinel Azure Sentinel Azure Sentinel Azure Sentinel
Device Encryption Not Available Microsoft Bitlocker Microsoft Bitlocker Microsoft Bitlocker Microsoft Bitlocker
C-Suite VIP Not Available Not Available Not Available Not Available Included
Website Management Not Available Standard Maintenance Standard Maintenance Advanced Maintenance Advanced Maintenance
Endpoint Backup
per employee, license
Not Available 1 Computer 2 Computers 3 Computers 3 Computers
Endpoint Backup
per employee, storage
Not Available 250 GB 500 GB 1000 GB 2000 GB
Email & SharePoint Backup
Not Available Unlimited Unlimited Unlimited Unlimited
Password Manager Not Available Keeper Business Keeper Enterprise Keeper Enterprise Plus Keeper Enterprise Plus
User Training Not Available Not Available Included, Group Included, Group Included, 1:1
Branded IT Policies Not Available Not Available Included as PDF Included w/ E-Sign Included w/ E-Sign
Virtual CTO (vCTO) Services Not Available Not Available Not Available Not Available 20 Hours per Month (per company)
Vendor Management Optional + Billable Not Available Not Available Not Available Included, 10 IT vendors
Brand Monitoring Optional + Billable Not Available Not Available Not Available Lookalike Monitoring
           
Monthly Price
Per Active Employee
Not For Sale $100 $150 $250 $325
Quarterly Price
Per Active Employee
$975
Annual Price
Per Active Employee
(15% discount)
$1,020 $1,530 $2,550 $3,315

Base Rate

For Block Hour clients, all of our support services work back from this base rate.
Note this rate is exclusive of tax. All rates are provided in United States Dollars.

  Base Rate $140 USD  

Work Types
For all clients, the following work type rates apply:

Work Type Unit Type Minimum Rate
On-Site Support (United States) Hour 1 $250 USD
Call-Out Fee (United States) Per Visit $75 USD
For Block Hour clients, the following work type rates apply:
Work Type Unit Type Minimum Rate
Remote Support Hour 0.25 Base Rate
Emergency Ticket Upgrade Per Ticket $500
After-Hours Remote Support Hour 1 $250

Examples

Example #01 (“Established, Urgent”)
A small company has three employees who require occasional support. As such, they are subscribed to the Established plan.

They call Hartmann Industries to remotely fix an urgent printer issue. As it disrupts their business, they ask us to move their ticket to the top of the queue. It takes one hour to resolve.

◦ 1x Remote Support Hour = $140
◦ 1x Emergency Ticket Upgrade = $500
Total = $0 (Covered by Unlimited Support in Package)

Example #02 (“Established, On-Site”)
The same small company from example #01 needs a server installed at their office. It takes two hours to install on-site, plus two hours to configure remotely.

◦ 1x On-Site Support Hour = $500
◦ 1x Call Out Fee = $75
◦ 2x Remote Support Hours = $280
Total = $575 (Remote Support Covered by Unlimited Support in Package)

Example #03 (“Growth, Urgent”)
A law firm requires immediate assistance as its server is offline during tax season. The issue takes 45 minutes to fix and is completed remotely. There is no extra charge for urgent tickets for Managed IT clients.
◦ 0.75x Remote Support Hours = $105
Total = $0 (Covered by Unlimited Support in Package)

Example #04 (“Growth, On-Site”)
The same law firm from example #03 needs two desktops installed and requested a technician comes on-site. It takes 30 minutes to install on-site, plus one hour to configure remotely.

On-site support has a one-hour minimum.

◦ 1x On-Site Support Hour = $250
◦ 1x Call Out Fee = $75
◦ 1x Remote Support Hours = $140
Total = $325 (Remote Support Covered by Unlimited Support in Package)

FAQ

What is covered under help desk support?

You will find a detailed list in your Agreement. Some examples of items that are covered under Help Desk support are:

◦ Problems with Outlook connecting to the server
◦ Excel not opening properly
◦ New users (on existing computers)
◦ Cancelling users

What is 24/7/365 monitoring and support?

For clients on our Managed IT Packages, our remote monitoring and support application will be configured to monitor and alert our support team for things that could potentially cause issues on your network (e.g. hard drive errors, disk space usage, anti-virus problems, etc…)
We keep a 24/7/365 rotation of telephone receptionists and remote engineers. This includes all federal and state holidays.

What about preventative maintenance?

For clients on our Managed IT Packages, we perform regular maintenance (e.g. clearing excessive log files) on your servers and workstations in line with our best practices to make sure they are kept in top condition.

Can I get fast support as a Block Hour client?

Absolutely, we have an option to upgrade any of your tickets to a “Critical” issue with an “Emergency Ticket Upgrade”.

This means we’ll treat your issue with our absolute highest priority.

Make sure you call us to open the service request and ask us to give this ticket an “Emergency
Ticket Upgrade.” The upgrade charge will be added to the ticket invoice.

Please note that Hartmann Industries is no longer accepting new “Block Hour” clients. All new clients must be subscribed to a monthly subscription. Existing clients on a “Block Hours” contract must select a package by September.

How do call out fees work?

All clients pay a baseline “call out” fee for each occurrence that a technician is dispatched to your physical office or location. This fee is exclusive of the total number of technicians dispatched.

What are the guaranteed response times?

All issues from clients on our Managed IT Packages are managed through our help desk as follows.

For Block Hours clients, we will help you as fast as we can, however it will be on a “best effort”
basis as we need to give priority to clients on our Managed IT Packages.

Priority Examples Guarantee Our Target
Critical Entire Company Office (call us) Main Application Offline (call us) 2 Hours 15 Minutes
High Department Offline (call us) CEO’s Computer Offline (call us) 4 hours 1 Hour
Medium User PC Offline
One Printer Not Working
8 Hours 4 Hours
Low New User Setup
User Access Changes
24 Hours 8 Hours

How do we receive our invoices?
If you choose a Managed IT Package, you will receive your monthly invoice a few weeks before the start of the month. As Managed IT Agreements are a pre-paid agreement, this gives you a few weeks to organize payment.

If you are a Block Hour client, we invoice weekly for all tickets closed over the previous period. Tickets will be invoiced on a separate invoice than any a-la-carte licensing, and thus will not be covered under any automatic payment system you may have configured.

Can I mix and match Managed IT packages?
Yes, some clients may mix and match IT packages depending on their intended use case, user count, and Governance, Risk, and Compliance (GRC) strategies. For example, we will not allow a healthcare facility (HIPAA) to mix and match the “Growth” package for the doctors and “Startup” for the nurses, as the “Startup” package does not have the tools necessary to maintain HIPAA compliance.

Comparatively, a fast-growing restaurant chain may want to use the “Established” plan as its baseline and give its select few executives a “Growth” package to take advantage of more extensive productivity tools in Microsoft 365. In this case, Hartmann Industries will approve the mix and match request as the overall impact on the organization is low and does not jeopardize productivity, security, or availability to mix and match.