Netcare Managed IT Service — Service Sheet
Simple, scalable IT support with clear SLAs and rolling terms.
Service Overview
Contract
Monthly rolling (30‑day billing cycle)
Support Hours
Monday–Friday,
9:00am–5:00pm (excl. public holidays)
Support
Unlimited Telephone, Remote, and Onsite Support
Monitoring
24/7 Infrastructure Monitoring
Account Review
Regular Account Reviews
Response Times
• Telephone/Remote Support: 15 minutes
• Critical Failures: Same day (best endeavour)
• Non‑critical Failures: Next business day
Included Services
End‑User Support
• Desktops & Laptops
• Printers
• Handheld & Mobile Devices
Infrastructure Support
• Networks (Switches & Firewalls)
• Servers
• Wi‑Fi
• Connectivity
Software Support
• Network Operating Systems
• Applications Support (1st Line)
Cloud Services Support
• Microsoft 365
• SharePoint
• Patch Management & Updates
Telephony Support
• Setup, changes, troubleshooting
Optional Add‑Ons
• Advanced security stack (EDR/XDR, email security, MDR)
• Backup & disaster recovery
• Endpoint management (MDM)
• Network projects (SD‑WAN, Wi‑Fi redesign)
• Out‑of‑hours support
• vCIO / strategic roadmap workshops
Why NetCare?
• Predictable per‑user, per‑month pricing
• Unlimited support (phone, remote, onsite)
• Fast response times (15 minutes)
• Proactive 24/7 monitoring
• Regular account reviews
• End‑to‑end coverage (users, infra, cloud, telephony)
