Updated April 2026 · Written by Andy Pickett, CTO at Connection Technologies
Choosing the right IT support package is one of the most impactful technology decisions a UK business can make. Too basic and you are constantly firefighting issues and leaving your business vulnerable to cyber threats. Too premium and you are paying for capabilities you do not use. Getting it right means matching the package to your actual needs — not being upsold features that sound impressive but deliver no real value for your business.
This guide compares the four main IT support package tiers available in the UK market, explains exactly what is included at each level, provides realistic pricing, and helps you determine which tier is right for your business right now — and when it makes sense to upgrade.
IT Support Package Tiers Compared
The UK managed IT support market broadly offers four package tiers. While naming conventions vary between providers, the service levels are fairly consistent:
| Feature | Basic | Standard | Premium | Enterprise |
|---|---|---|---|---|
| Price per user/month | £20–£40 | £50–£70 | £75–£110 | £110–£150+ |
| Helpdesk support | Business hours, limited tickets | Business hours, unlimited | Extended hours, unlimited | 24/7/365, unlimited, priority queue |
| Proactive monitoring | Basic or none | Standard RMM monitoring | Advanced monitoring with alerting | 24/7 NOC monitoring, predictive analytics |
| Patch management | Manual/on-request | Automated monthly | Automated weekly with testing | Automated continuous with change management |
| Cybersecurity | Antivirus only | Antivirus + email filtering | EDR, SIEM, email filtering, web filtering | Full SOC, EDR, SIEM, MDR, threat hunting |
| Microsoft 365 management | User setup only | Full admin, basic security | Advanced security (conditional access, DLP) | Enterprise security, compliance, eDiscovery |
| Backup | Monitoring only | Cloud backup included | Cloud backup + DR planning | Backup, DR, business continuity, tested quarterly |
| Onsite support | Not included | Chargeable per visit | 2–4 visits/month included | Unlimited or dedicated onsite engineer |
| Strategic advisory | None | Annual review | Quarterly reviews + vCIO | Dedicated vCIO/vCTO, monthly strategy sessions |
| Compliance | None | GDPR guidance | Cyber Essentials support | Full compliance management (CE+, ISO 27001) |
| Account management | Shared/reactive | Named account manager | Senior account manager | Dedicated account director |
| Reporting | On request | Monthly reports | Monthly + executive dashboard | Real-time dashboard + board-level reporting |
Basic IT Support: Who Is It For?
Basic IT support packages provide reactive, break-fix support with minimal proactive management. At £20–£40 per user per month, they are the most affordable option but come with significant limitations.
Best for: Very small businesses (1–5 users) with simple IT needs — a few laptops, Microsoft 365, and no on-premise servers or complex infrastructure. Businesses at this tier typically have technically competent staff who can handle routine tasks and only need IT support for issues they cannot resolve themselves.
Limitations: No proactive monitoring means issues are only detected when they cause problems. Basic or no cybersecurity beyond antivirus leaves the business vulnerable to modern threats. No strategic IT planning means technology decisions are made reactively. Limited helpdesk hours and ticket allowances can leave you without support when you need it most.
When to upgrade: If you experience regular IT issues, if you handle any sensitive data, if you have more than 5 users, or if you are in a regulated industry, basic support is insufficient. The cost of a single significant IT incident will far exceed the annual saving compared to a standard managed package.
Standard Managed IT: The Sweet Spot for Most SMEs
Standard managed IT packages at £50–£70 per user per month represent the best value for most UK businesses. They provide the essential proactive management, cybersecurity, and helpdesk support that every modern business needs.
Best for: SMEs with 5–50 users who need reliable IT support, basic cybersecurity, and Microsoft 365 management. This tier covers the majority of UK businesses and provides a significant step up from basic support in terms of reliability, security, and peace of mind.
What you get: Unlimited helpdesk support during business hours ensures your staff can get help whenever they need it. Proactive monitoring catches problems before they cause downtime. Automated patch management keeps your systems secure and up to date. Business-grade antivirus and email filtering protect against the most common threats. Full Microsoft 365 administration saves your team time on user management. Cloud backup ensures your data is protected. Monthly reporting gives you visibility of your IT performance.
What it lacks: Advanced cybersecurity tools like EDR and SIEM that detect sophisticated attacks. Regular onsite visits — these are charged per visit at this tier. Strategic IT advisory — you get an annual review but not the quarterly planning and vCIO input available at premium level. Out-of-hours support for evenings, weekends, and bank holidays.
Premium Managed IT: For Security-Conscious Growing Businesses
Premium packages at £75–£110 per user per month add the advanced cybersecurity, strategic planning, and onsite support that growing businesses need as they scale.
Best for: Businesses with 20–100 users, those in regulated industries (legal, financial, healthcare), businesses handling sensitive data, companies planning significant IT projects, and organisations that require compliance certifications like Cyber Essentials or ISO 27001.
The premium difference: EDR (Endpoint Detection and Response) provides advanced threat detection that standard antivirus cannot match. SIEM (Security Information and Event Management) correlates events across your entire environment to detect sophisticated attacks. Regular onsite visits ensure physical infrastructure is maintained and your team has face-to-face access to their IT support. vCIO advisory provides strategic technology planning aligned with your business objectives. Cyber Essentials support guides you through the certification process and maintains compliance.
Enterprise IT Support: Full-Service Technology Management
Enterprise packages at £110–£150+ per user per month provide the highest level of IT management available, with dedicated resources, round-the-clock support, and comprehensive compliance management.
Best for: Mid-market businesses with 100+ users, organisations with strict regulatory requirements, businesses that cannot tolerate any downtime, companies with complex multi-site or hybrid infrastructure, and organisations requiring board-level IT governance and reporting.
Enterprise-grade features: 24/7/365 support with priority queue means your issues are always handled immediately, day or night. A dedicated account director provides a single senior point of contact who understands your business deeply. Full SOC (Security Operations Centre) monitoring with managed detection and response. Dedicated or regular onsite engineering presence. Comprehensive compliance management covering Cyber Essentials Plus, ISO 27001, and sector-specific frameworks. Business continuity and disaster recovery planning with quarterly testing. Board-level reporting and IT governance support.
Common Add-Ons and Upgrades
Most providers offer additional services that can be added to any package tier. Common add-ons include:
| Add-On | Typical Cost | What It Provides |
|---|---|---|
| Additional onsite days | £300–£600/day | Scheduled engineer visits for hands-on work |
| Out-of-hours support | £10–£25/user/month | Evening, weekend, and bank holiday helpdesk coverage |
| Cyber Essentials certification | £300–£600/year (assessment) | Formal certification with ongoing compliance management |
| Security awareness training | £2–£5/user/month | Phishing simulations and cybersecurity training for all staff |
| Mobile device management | £3–£8/user/month | Management and security for company mobile devices |
| Dark web monitoring | £2–£4/user/month | Monitoring for compromised credentials on the dark web |
| VoIP phone system | £8–£15/user/month | Cloud-based business phone system integrated with IT support |
| Print management | £5–£10/device/month | Managed printing including toner, maintenance, and monitoring |
How to Choose the Right Package
Selecting the right IT support package is not just about budget — it is about matching the service level to your actual risk profile and operational needs. Here is a decision framework:
- Assess your risk tolerance — how much would a day of IT downtime cost your business? If the answer is “thousands of pounds” then basic support is too risky. If your business can function without IT for a day or two, standard may be sufficient.
- Consider your regulatory environment — if you operate in a regulated industry, you likely need premium or enterprise to meet compliance requirements. The cost of non-compliance (fines, reputational damage) far exceeds the premium over standard.
- Count your users and complexity — a 10-person office running Microsoft 365 has very different needs from a 50-person business with on-premise servers, a warehouse, and remote workers.
- Plan for 12–24 months ahead — choose a package that fits where your business will be in a year, not just where it is today. Upgrading mid-contract is possible but changing provider because you outgrew them is disruptive.
- Start standard, upgrade if needed — if you are unsure, the standard tier is the safest starting point. It covers the essentials and you can add premium features individually as needs arise.
Find the Right IT Support Package
Not sure which tier is right for your business? Connection Technologies offers all four package levels with the flexibility to customise. Get a free assessment and personalised recommendation.
Or call us on 0333 015 2615
Frequently Asked Questions
What IT support package does my business need?
Most UK businesses with 5–50 users find the standard managed package (£50–£70/user/month) provides the best value. Businesses in regulated industries, those handling sensitive data, or those with 20+ users should consider the premium tier for advanced cybersecurity and strategic advisory. Enterprise packages are designed for businesses with 100+ users requiring 24/7 support and compliance management.
Can I upgrade my IT support package later?
Yes. Most providers allow mid-contract upgrades, often with a pro-rata adjustment to the remaining contract term. Downgrading may be more restricted depending on contract terms. At Connection Technologies, you can adjust your package tier at any time with 30 days notice.
Are IT support packages worth it compared to pay-as-you-go?
For businesses with more than 5 users, managed packages are almost always better value than pay-as-you-go. Packages include proactive monitoring and management that prevents issues, while pay-as-you-go only provides reactive support after problems occur. The prevention element alone typically saves businesses 3–5x the cost difference in avoided downtime and security incidents.
What is the difference between managed IT and break-fix?
Managed IT support is proactive — your provider monitors your systems, applies updates, manages security, and prevents issues before they cause problems. Break-fix support is reactive — you only contact your provider when something is already broken. Managed services cost more per month but significantly reduce downtime, security risk, and total IT expenditure over time.
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