Our expertise is at your disposal. With less investment into the time and resources required to manage IT needs, your organisation can focus more intensely on achieving business outcomes.
Whether you require innovation or risk elimination, we can meet your needs. Whether your business needs reliability or scalability, we will accommodate. We dedicate resources to deliver a solution that eliminates instability, worry and hassle.
That dedication extends from our solutions to our service. We call this Ultimate Support. Micron21 proudly adopts a concierge approach to Managed IT Services. Whenever you need to tap into the necessary skills of our practiced experts, you can. Night or day, from anywhere in the world.
24/7 Support
Expertise
Generous Inclusions
| Plans | 24/7 Support | ESSENTIALS | MANAGEMENT | COMPREHENSIVE | TOTAL CARE |
| Allocated monthly time | N/A | 1 hour | 3 hours | 6* hours | 10 hours |
| What's Included | Initial fault investigation & Self Serve ("How To") assistance. All requests responded to within 24 hours. | Basic problem diagnosis and resolution & general configuration changes | Advanced problem diagnosis and resolution & service management | Proactive service monitoring, management & reporting. Priority support & escalation. | Comprehensive Plan for all our Services. Includes access to senior technicians and account management. |
| CLOUD WEB HOSTINGSHARED | 24/7 Support |
Shared: Essentials Order Now |
Shared: Management Order Now |
Shared: Comprehensive Order Now |
Total Care Order Now |
| PRICE | Included | $55.00 inc | $110.00 inc | $220.00 inc | $1650.00 inc |
| Single cPanel Express Transfer | Turn-Key migrations for a single website | Turn-Key migrations for multiple websites | Priority support and issue escalation. | ||
| Service access and connectivity issues | php.ini and .htaccess configuration assistance | Content Management System (CMS): Resolve security breaches | Vendor support escalation | ||
| Account enquiries | Content Management System (CMS): Basic Support "How to" | Content Management System (CMS): Plugin Install, Configure & Remove | Content Management System (CMS): Perform any requested work | ||
| Licensing assistance | Control Panel (cPanel/Plesk): Configuration & Support | Content Management System (CMS): Settings & Configuration | Content Management System (CMS): Updates & Upgrade scheduling | ||
| Control Panel (cPanel/Plesk): Basic Support Includes all "how to" queries | Diagnose and resolve DNS issues | Business Hours Change Management Windows | Uptime Management: Proactively respond to service down events | ||
| Settings configuration advice | Support and configure DNS settings and nameserver delegation | Advanced problem resolution (<30m/incident): OS, Web Server & Network | Monthly Site Health Reporting (Availability & Performance) & Advice | ||
| Password resets | Diagnose and resolve AutoSSL & SSL issues | Uptime Monitoring | Outside Business Hours Change Management Windows | ||
| Backup & Restore advice | Create, restore and manage backups | Compromised website recovery | Best Efforts Third Party application and web code support | ||
| Initial fault investigation | Basic problem resolution (<10m/incident): Operating System | Database (DB): Repair & Optimise | |||
| Service Restarts | Database (DB): Installation & Configuration | Remote Eyes: Local PC issues in accessing M21 services |
| CLOUD WEB HOSTINGRESELLER | 24/7 Support |
Reseller: Essentials Order Now |
Reseller: Management Order Now |
Reseller: Comprehensive Order Now |
Total Care Order Now |
| PRICE | Included | $110.00 inc | $220.00 inc | $330.00 inc | $1650.00 inc |
| As Above | As Above but for multiple cPanel Accounts | As Above but for multiple cPanel Accounts | As Above but for multiple cPanel Accounts | ||
| Turn-Key migrations based on plan size | Additional Turn-Key migrations included | Full website migrations |
| EMAIL HOSTING | 24/7 Support |
Mail: Essentials Order Now |
Total Care Order Now |
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| PRICE | Included | $55.00 inc | $1650.00 inc |
| Account Management | Push Queued Mail | ||||
| Service access and connectivity issues | Create Distribution Lists, Alias', Forwarders, Contacts & Shared Resources | ||||
| cPanel to cPanel Migrations | SPAM investigation | ||||
| Licensing assistance | Remote Device Access: Email configuration (Business Hours as scheduled by M21) | ||||
| Control Panel (cPanel/Plesk): Basic Support Includes all "how to" queries | Message Tracking | ||||
| Settings configuration advice | |||||
| Password resets | |||||
| Backup & Restore advice | |||||
| Initial fault investigation | |||||
| Service Restarts |
| VIRTUAL & DEDICATED SERVERS | 24/7 Support |
Server: Essentials Order Now |
Server: Management Order Now |
Server: Comprehensive Order Now |
Total Care Order Now |
| PRICE | Included | $165.00 inc | $440.00 inc | $770.00 inc | $1650.00 inc |
| Account Management | Push Queued Mail | Content Management System (CMS): Resolve security breaches | Priority support and issue escalation. | ||
| Service access and connectivity issues | Create Distribution Lists, Alias', Forwarders, Contacts & Shared Resources | Content Management System (CMS): Plugin Install, Configure & Remove | Vendor support escalation | ||
| cPanel to cPanel Migrations | SPAM investigation & Custom Rules | Content Management System (CMS): Settings & Configuration | Content Management System (CMS): Perform any requested work | ||
| Licensing assistance | Remote Device Access: Email configuration | Business Hours Change Management Windows | Content Management System (CMS): Updates & Upgrade scheduling | ||
| Control Panel (cPanel/Plesk): Basic Support Includes all "how to" queries | Message Tracking | Advanced problem resolution (<30m/incident): OS, Web Server & Network | Uptime Management: Proactively respond to service down events | ||
| Settings configuration advice | Diagnose and resolve Hypervisor Issues | Uptime Monitoring | Monthly Site Health Reporting (Availability & Performance) & Advice | ||
| Password resets | Operating System (OS): Settings & Configuration | Compromised website recovery | Outside Business Hours Change Management Windows | ||
| Backup & Restore advice | Networking (NW): VLAN configuration, IP Tables & Basic config | Database (DB): Repair & Optimise | Best Efforts Third Party application and web code support | ||
| Initial fault investigation | Application (APP): Supported Apps - Installation & Configuration | Remote Eyes: Local PC issues in accessing M21 services | Operating System (OS): Perform any requested work | ||
| Service Restarts | Operating System (OS): Resolve Security Events | Operating System (OS): Resolve Application Events | |||
| Firewall configuration changes | Operating System (OS): Package Install, Configure & Remove | Customer scheduled Updates & Upgrades | |||
| Add/Remove Resources | Operating System (OS): Resolve System Events | Monthly Services Health Reporting (Availability & Performance) | |||
| Operating System (OS): Performance | Root Cause Analysis | ||||
| Micron21 scheduled Updates & Upgrades | Dedicated Problem Manager | ||||
| Formal Incident Reporting | Application (APP): Third Party - Issue Management (Best Efforts) | ||||
| 24/7 Monitoring: Infrastructure, Server & Network | Third Party Vendor Management | ||||
| Networking (NW): VPN configuration | 24/7 Proactive Issue management | ||||
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