MANAGED SUPPORT
Support with a scope
and a named owner.
Managed support covers the people, devices and systems you depend on. Here is what is included, how a request moves, and how the plan is sized.
A REQUEST, STEP BY STEP
Follow a support request
from report to review.
Select a stage to see what Mirai does, what we ask of you and what is recorded.
01 / REPORT
A problem is reported, or detected.
A staff member calls or emails the service desk, or monitoring raises an alert before anyone notices. Either way a ticket is opened with the device, the person and the impact.
- Mirai
- Open the ticket, confirm the device and user from the inventory, and acknowledge within the agreed target.
- You
- Tell us what stopped working and how many people it affects.
- Recorded
- Ticket, reporter, device, impact and time reported.
WHAT IS INCLUDED
The standing
service.
Every managed support plan includes the items here. Projects such as a network install, a migration or a new site are scoped separately and hand into the plan when complete.
Discuss a support plan- Service desk
- Phone and email support in business hours, tracked to resolution with a named owner. After-hours arrangements agreed per plan.
- Monitoring
- Remote monitoring and management agent on every managed computer and server; network devices enrolled where installed by Mirai.
- Patching
- Operating system and application updates in agreed windows; firmware for managed network equipment.
- Endpoint protection
- Managed antivirus and endpoint security, reported through monitoring, included or optional per device.
- Backups
- Backup jobs monitored; restore tests on the schedule agreed for each workload.
- Microsoft 365
- User onboarding and offboarding, licence changes, mailbox and sharing requests, MFA resets.
- Documentation
- Device inventory, network map and credentials kept current in a managed vault.
- Reporting
- A monthly summary of tickets, patch compliance, protection status and backup results.
- On-site
- Visits when a fix needs hands, within the Perth metropolitan area; travel beyond is agreed per visit.
PLAN SIZE
Sized by the devices
we look after.
Plans are banded by managed devices. Servers, network equipment and phone systems are added per item. Pricing is confirmed in the proposal.
1–3 devices.
A sole operator or a very small office.
Request a proposal →SMALL2–5 devices.
A small team with shared files and email.
Request a proposal →GROWING6–10 devices.
A growing office with a server or a network to look after.
Request a proposal →ESTABLISHED11–20 devices.
Multiple teams, more systems, a need for reporting.
Request a proposal →LARGER FLEETS20 or more.
Scoped per site with its own service targets.
Request a proposal →MONITORING ONLYRMM per device.
Monitoring, patching and optional antivirus without the service desk, for teams with their own IT.
Ask about RMM →COMMON QUESTIONS
Before you sign up.
Do we have to replace what we have?
No. Support starts with an audit of the devices, network and accounts you have. Replacements are proposed only where something is unsupported, unsafe or costing more to keep than to change.
What are the response targets?
Response and resolution targets are set in the proposal for your plan, by priority. They are written down, reported monthly and reviewed with you.
Can you work with our existing provider or internal IT?
Yes. Monitoring-only RMM plans suit teams with their own IT. Where another provider owns part of the environment, responsibilities are written into the scope.
Is there a minimum term?
Terms, billing cycle and minimum period are stated in the proposal before acceptance. Nothing is live until that is agreed.
Where are you based?
Balcatta, Perth. On-site work covers the Perth metropolitan area; remote support is not limited by location.
Want IT that
is looked after?
Tell us the devices and the sites.
We propose the plan.