How we work
What working with us actually involves.
How engagements start, what the monthly cost covers, what gets quoted separately, the hours we work, and the terms you would be signing. The things most providers make you ask for.
Getting started
Three ways in — none of them require the others
Start with the assessment
Free
Twenty-four questions across four pillars, answered in your own time. Score, pillar breakdown and priority list appear the moment you finish. No call required, and nothing is sent to us unless you choose to share your results.
Take the assessmentStart with a project
Quoted
A specific piece of work with a defined end: a Microsoft 365 migration, a firewall rebuild, Cyber Essentials remediation, retiring a server. Scoped, quoted in writing, and delivered as professional services. You do not need a support agreement to buy one.
Get a quoteStart with ongoing support
Per user, per month
Managed IT support, managed security, or both. Priced per user per month, agreed before you commit, with the scope written into a service description that forms part of your agreement.
See pricingThe shape of the work
Find out where you stand
Either take the free assessment yourself, or we scope a piece of discovery work. Either way the objective is the same: an honest picture of what is protected and what is not, before anyone talks about buying anything.
Fix what matters
Remediation is scoped as a professional services project built from your findings and quoted before any work starts. The scope comes from your results rather than from a package, and you are free to take that plan elsewhere.
Keep it that way
Ongoing support and managed security keep the environment maintained and monitored. Posture review — checking whether your position is actually improving — is a separate service, priced separately, because a review nobody pays for is a review nobody does properly.
Scope
What the monthly cost covers
Recurring work sits in the recurring fee. One-off work is quoted one-off. The point of drawing the line publicly is that your monthly bill should never move without you having agreed to it first.
Included in your monthly cost
- Remote helpdesk during business hours
- Proactive monitoring and alerting
- Operating system and application patching
- Endpoint protection management
- 24/7 EDR and identity threat monitoring by the Huntress SOC (on managed security)
- User onboarding and offboarding to an agreed process
- Licence and asset tracking
- Environment documentation kept current
Quoted separately
- On-site visits
- Projects and migrations
- Hardware and software procurement
- End-user training
- Continuous Posture Assessment
- Cyber Essentials remediation and certification support
- Work outside business hours
- Third-party licences and subscriptions
Commercial terms
The terms, before you ask for them
A summary of the agreement you would be signing for ongoing services. It is a summary — the full terms and conditions govern, and they are published in full rather than sent once you are already committed.
Term
Initial twelve months, then annual renewal
Notice
Ninety days, expiring at the end of the current term
Billing
Monthly in advance by Direct Debit, excluding VAT
Price changes
No more than once in twelve months, with ninety days’ notice
Leaving
Up to thirty days of transition assistance; your data kept for ninety days, then deleted
Service credits apply where we miss an agreed response target, claimed within thirty days and capped at one month’s charge for the affected service. Ending an agreement early, outside the notice terms, carries an early termination fee — we will point that out before you sign rather than after.
Read the full terms and policiesQuestions people ask before signing
Managed service agreements run for an initial twelve-month term and then renew annually, with ninety days’ notice to end them. Billing is monthly in advance. Twelve months is standard across managed IT because the onboarding effort is front-loaded — but we would rather you read it here than find it in the small print. The full terms are on our Legal page.
Our helpdesk and engineering hours are 9am to 5pm, Monday to Friday, excluding public holidays. Threat monitoring is different: Huntress and its Security Operations Centre watch your endpoints and Microsoft 365 identities around the clock, every day, and triage detections as they happen. Work outside business hours is available and quoted separately.
On-site visits, projects and migrations, hardware and software procurement, end-user training, work outside business hours, and third-party licences. All of these are quoted before they happen. The principle is that recurring work is in the recurring fee, and one-off work is quoted one-off — so your monthly bill does not move without you agreeing to it first.
Response targets are set out in your service description, which forms part of your agreement, and are prioritised by business impact — a whole team unable to work is not the same as one person with a printer problem. If we miss a target, you are entitled to service credits against a future invoice. We would rather agree targets we can consistently meet than publish a headline number that only applies to some tickets.
No. Projects are sold on their own and plenty of people start there. Equally, you can take the free assessment and do nothing else — the report is yours regardless, and there is no follow-up sequence attached to it.
Yes, and it is a common arrangement. General IT support and active security management are genuinely different disciplines, and plenty of competent IT providers do not cover the second in depth. We can take the security or network layer while your existing provider continues with day-to-day support.
Give ninety days’ notice before the end of your current term. We provide up to thirty days of transition assistance to your new provider, including documentation, and we hold your data for ninety days after the agreement ends before securely deleting it. Leaving early, outside those terms, does carry an early termination fee — it is set out in full in our terms and we will point it out before you sign, not after.
Start where it costs you nothing.
The assessment takes 10–15 minutes, gives you your score and priority list immediately, and commits you to nothing at all.