Services Full scope of work

Everything a plan covers, line by line.

This is the schedule we attach to every contract. If a task isn't listed here, it is quoted separately before we start.

EEssentials · RM 49 / user

MManaged · RM 89 / user

CComplete · RM 139 / user

Add-onPriced per device or site

§1 Helpdesk

People and their devices

Requests by email, phone, WhatsApp or the portal. Every ticket gets a reference number and a named engineer.

Fig. 1 · Most tickets start as a message from someone at their desk.

SERVICE	WHAT IT MEANS	E	M	C
Remote support	Unlimited tickets during support hours	●	●	●
Microsoft 365 / Google Workspace admin	Users, licences, mailboxes, shared drives	●	●	●
Joiners and leavers	Laptop setup, accounts on day one, access removed same day	●	●	●
Scheduled on-site visit	Engineer at your office, half day	–	1 / mo	∞ KV
Urgent on-site visit	Within 4 hours in KL and Selangor	RM 250	RM 250	●

§2 Monitoring

An agent on each machine and a probe on your network report to our desk. Alerts open tickets on their own.

Fig. 2 · An engineer on the desk working through overnight alerts.

SERVICE	WHAT IT MEANS	E	M	C
Endpoint health	Disk, uptime, failed logins, warranty status	●	●	●
24/7 alert response	P1 alerts handled outside office hours	–	●	●
Backup verification	Daily job checks, a test restore every month	–	●	●
Server or NAS management	Per server, physical or cloud	RM 180	RM 180	RM 180
Firewall and Wi-Fi, extra site	First site included, per additional office	RM 120	RM 120	RM 120

§3 Security

Set up during onboarding, then checked monthly. Findings go in the monthly report.

Fig. 3 · Hardened by default: MFA, patching and EDR from week one.

SERVICE	WHAT IT MEANS	E	M	C
Patch management	OS and common apps, within 14 days of release	●	●	●
MFA on all accounts	Rolled out and enforced	●	●	●
Endpoint detection (EDR)	Licence included, alerts watched by us	–	●	●
Email filtering	Phishing and spoofing protection	–	●	●
Phishing drills	Simulated campaign and short staff training, twice a year	–	–	●
PDPA technical controls	Access logs, encryption, breach-log template	–	–	●

§4 Advisory

Someone senior who knows your setup and can explain a decision to your directors.

Fig. 4 · Planning next year's IT budget with a client's management team.

SERVICE	WHAT IT MEANS	E	M	C
Monthly report	Tickets, response times, risks, actions taken	●	●	●
Hardware sourcing	Quoted at cost plus a stated 8% margin	●	●	●
Quarterly review	Ageing kit, risks, 12-month budget	–	–	●
Vendor management	We deal with your ISP, copier and software vendors	–	●	●

Pick a plan, set your headcount and devices, and see the total with SST.