1. Technical Advice & Best Practice
We don’t just fix problems — we help prevent them. Our role is to give you clear, practical advice that fits your environment. Examples include:
- Wi-Fi optimisation: Designing coverage for homes, offices, and multi-site setups (including UniFi, guest networks, and parental/staff filtering).
- Cloud backup & disaster recovery: Recommending GDPR-compliant solutions such as MSP360 + Wasabi, Microsoft 365 backup, and local redundancy.
- Device & account security: Password management, multi-factor authentication (MFA), endpoint protection (e.g. Bitdefender), and ransomware resilience.
- Software lifecycle planning: Keeping operating systems, business apps, and licensing current to avoid downtime and compliance risks.
- Tailored industry advice: Best practice varies. For example:
- A retail shop may focus on secure POS systems, reliable Wi-Fi, and CCTV.
- A financial office may require stricter policies, advanced backups, and access control.
💡 Costs reflect the complexity and risk of your environment, ensuring recommendations are proportionate.
2. Incident Management
When issues happen, we act quickly to restore service. Covered incidents include:
- Internet dropouts, router issues, or poor Wi-Fi coverage.
- Login problems, email errors, or printer faults.
- Software crashes, failed updates, or configuration errors.
- Security alerts requiring urgent investigation (e.g. malware).
Support is provided remotely where possible. If on-site work is needed, we’ll attend depending on your selected plan (Care+ / Pro+ / Enterprise).
3. Proactive Monitoring & Maintenance
We aim to stop problems before they start. Our monitoring tools check supported systems and devices for early warning signs. Routine tasks include:
- Regular device health checks and patch management.
- Endpoint protection (antivirus, firewall, BitLocker checks).
- Automated alerts for unusual activity or failures.
- Firmware upgrades for supported network hardware (e.g. UniFi APs, routers, switches).
- Scheduled clean-ups (removing temp files, optimising performance).
This proactive approach minimises disruption and keeps your IT running smoothly.
4. Cost Management
Your monthly plan covers everyday IT support. To avoid hidden surprises, the following are outside scope and quoted separately:
- New device setup and deployment (e.g. installing PCs, laptops, printers).
- Cloud migrations (e.g. moving email or files to Microsoft 365).
- Larger projects (office moves, CCTV/alarm installs, server upgrades).
- Penetration testing or advanced security audits.
We’re upfront about what’s included — keeping costs fair and transparent while ensuring specialist work is scoped properly.
5. Optional Add-On Services
In addition to core support, we offer managed services to simplify your IT:
- Managed Wi-Fi: Installation and remote management of UniFi or equivalent hardware, including guest/staff networks and parental/staff filtering.
- Website hosting: Secure hosting with SSL certificates, automated backups, and CMS/plugin updates.
- Domain & email management: Registration, DNS setup, Microsoft 365 integration, and renewal management.
6. Updates to This Scope
This Service Scope is a living document. Total Tech Support may update it to reflect changes in technology or service improvements. Clients will be notified of significant updates. The live version on our website always takes precedence.
