Managed Services Essentials (MSE) Information
This page explains how KPTech Managed Services Essentials support, automated maintenance, endpoint security, included support time and billing work in day-to-day use.
Phone & Remote Support
KPTech support staff are available from 8:30am to 5:30pm Monday to Friday, excluding public holidays. Weekend and after-hours assistance is by appointment and is not included in the standard MSE support allocation.
- Email support@kptech.com.au with the problem so the request enters the support queue and receives a ticket number.
- Before requesting support, restart the computer and reproduce the problem if practical.
- Reply to the ticket email if you need to provide more information or an update.
- For urgent or time-critical matters, call 1300 303 173 after the support request has been lodged, or call if email is unavailable.
- Remote support requires the computer to be powered on and connected to the internet.
Automated Maintenance & Patch Management
KPTech installs a management agent so technicians can provide remote assistance and maintain Windows and commonly used applications. The agent checks software versions and deploys required updates to help reduce security and reliability risks caused by out-of-date software.
- Managed patching includes Windows and, where supported, Microsoft Office, Adobe Reader, VLC, 7-Zip, Chrome, Firefox and hundreds of common applications.
- The normal maintenance window is Wednesday from 7pm through to approximately 5am Thursday.
- Computers need to be powered on and not sleeping or hibernating during the maintenance window.
- Updates can temporarily reduce performance and may require a restart. Save work and close files/programs before the maintenance window.
- Regular patching is an important security layer and works alongside endpoint protection, email security, firewalls, access controls and user awareness.
Managed Endpoint Security
MSE includes commercial-grade endpoint antivirus with EDR protection, together with an additional ransomware-detection layer. KPTech treats antivirus as one part of a broader layered security approach rather than a complete guarantee against infection.
Additional security services can be added where required, including stronger mail filtering, perimeter firewall controls, application controls and staff security education. Infection clean-up is not included as a guaranteed outcome under the MSE agreement.
Current MSE Pricing & Support Allowance
- $110 inc GST per month for 1 to 5 computers.
- $66 inc GST setup fee per PC for installation and configuration of the managed software. Existing infections may incur additional removal costs.
- For 6 or more computers: $28.60 inc GST per computer per month.
- Critical peripherals such as routers, printers, UPS devices and firewalls can be added to monitoring from $16.50 inc GST per device, plus setup where applicable.
- The plan includes 1 hour of phone and remote support per month.
- Additional managed-services support is charged at the discounted rate of $159.50 inc GST per hour after the included allocation is consumed.
- Workshop labour is $126.50 inc GST per hour. Onsite labour is $159.50 inc GST per hour plus travel at $55 inc GST per hour.
Workshop and onsite labour are not part of the included one-hour monthly phone/remote support allocation.
Billing, Term & Conditions
- Monthly invoices are issued at the beginning of the month unless annual billing has been arranged.
- Unused monthly support time does not roll over.
- Support time is recorded in 9-minute blocks.
- MSE agreements have a minimum 3-month term and then continue month-to-month.
- Cancellation requires 2 months written notice to accounts@kptech.com.au.
- Monthly payments are normally direct debited 7 days after invoice date. Bank-account debit has no administration fee; card processing fees may apply.
For current pricing, inclusions or agreement terms, contact KPTech before making a purchasing decision, as services and rates can change.