IT Support


Infinity Group

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IT Support Contracts2021-04-21T13:26:05+00:00

Affordable monthly IT Support Contracts

Many companies are switching from internal IT teams to monthly Outsourced IT Support Contracts to reap the cost savings and access to specialist expertise around the clock. All our monthly IT Support contracts are designed to support businesses operating from both their offices and remote workers or those who have chosen to adopt a 100% remote working setup going forwards.

Choosing the right IT Support contract best suited to your specific business requirements takes time and consideration. Infinity Group’s flexible IT Support contracts provide 3 levels of cover from 7am – 7pm weekdays as standard; with the option to upgrade to 24 hour – out of hours support. Our IT Support contracts are designed to accommodate two types of service. For the majority of our clients, Infinity Group act as the complete remote IT Support department, however for larger, mid-market businesses with their own internal IT teams, we provide additional specialist expertise such as Third Line IT Support or IT Consultancy.

What are the benefits of having an IT Support contract?

What’s included within an IT Support contract?

Included within all of our IT Support contracts, is unlimited access to our IT Support Service Desk between the hours of 7am-7pm. All our IT Support contracts are fixed price, so you know exactly what cost you’ll be paying each month which will help manage finances.

How much do IT Support contracts cost

Our IT Support contracts are fixed price and affordable and designed for all sizes of business. They are costed on a per user/per month model with the basic contract option starting at as little as £7.50 per user/month. Our customers can easily upgrade to higher levels of IT Support cover as and when they need too.

How do IT customers access our Service Desk?

Speed is of the essence when it comes to IT Support tickets, which is why our customers can easily log a support ticket in three different ways by phone, by email or by using our customer portal.


man on laptop | Infinity Group

business people smiling | Infinity Group

What are the differences between 1st, 2nd and 3rd line IT Support?

First Line IT Support

First Line IT Support is the Service Desk team who respond to everyday issues and are the first point of contact when you call our Service Desk.

Second Line IT Support

The Second Line IT Support team assist our first line team and can resolve more complicated technical issues which are more time consuming.

Third Line IT Support

Third Line support are the team who are more technically trained, experienced and knowledgeable. Our most complex tickets are escalated to the Third Line support team to resolve. This team will also resolve the largest, highest priority tickets and can be assisted by our IT Consultancy team if needed.


IT Support Contracts for businesses with internal IT teams

We act as the complete IT Department for the majority of our Outsourced IT Support customers, however for some of our larger customers who have their own internal IT Departments, we are contracted as an additional specialist resource to assist their in-house IT teams.

Our Service Desk increases their level of IT expertise, lowers operational costs of employing additional IT Consultants and gives peace of mind that their technology is supported by a certified Microsoft Gold Partner.

We also offer additional compliance in terms of data and security management as we hold ISO 27001 (Information Management) ISO 9001 (Quality Management)  alongside Cyber Essentials and IASME Gold Security Accreditations.


Outsourced IT Support | Infinity Group

business man smiling | Infinity Group

What are the contract lengths of IT Support Contracts?

We offer a range of flexible IT Support contract durations over 12, 24 or 36 months. In response to many businesses now operating remotely across the UK we have slightly altered our Service Desk hours to be open for a longer time period. Our service desk is now open from 7am-7pm.

They include the following as standard;

  • Unlimited remote help desk 7am-7pm weekdays
  • Onsite support if necessary
  • Strategic roadmaps
  • Quarterly account reviews
  • Microsoft Certified Engineers

Current Service Level Performance

5 min

Average Call Wait Time


1st Contact Fix Resolution


Customer Retention Rate


Customer Satisfaction

Whats included in a IT Support Contract?

7am-7pm Remote IT Support
7am-7pm Telephone support
24 Hour Proactive monitoring

Dedicated Account Manager
Quarterly review meetings
Strategic roadmap

Financially backed SLA response times
Proactive security and patch management
Microsoft License Management


What platforms do we support?

Whatever platforms your organisation runs on, we have IT Consultants on hand 24 hours a day to assist with your requirements. We provide business IT Support for Windows, Mac and Linux platforms. We also support major Cloud service providers, including Microsoft Office 365, Microsoft Azure, Dynamics 365, Enterprise Mobility Suite and more.

Infinity Group - Windows PC
Do you offer 24 hour support and weekend cover?2021-01-18T10:52:20+00:00

Yes, our UK Service Desk operates over 24 hours and on weekends ensuring if required that our customers have access outside office hours for an additional fee. Some clients, such as those in the hospitality or care industry have 24 hour contracts with us.

How much do you charge for IT Support contracts2021-01-18T10:47:40+00:00
Our IT Support contracts come with three levels of cover – Basic, Standard and Advanced. Each level of cover is priced on a per user/per month basis and can be scaled up and down as required.
What level of ticket response times do you offer?2021-01-18T10:41:15+00:00

All our IT Support and telephony contracts include financially backed Service Level Agreements which outline our response times. Our aim is to resolve all tickets within these timeframes or sooner.



How do I log a ticket?2021-01-18T10:38:35+00:00
When you call us you will speak directly to an Engineer who will take down the details of the fault you are experiencing and either resolve it themselves there and then or escalate your ticket to another Engineer if it requires a specialist in that specific area. If you log a ticket through our customer portal or via an email to our Service Desk you’ll receive a call back from an Engineer.

Contact our Kent Office

Tel: 01892 575 675

The Coach House
Spencer Mews
Tunbridge Wells
Kent TN1 2PY

We look forward to discussing your 24 Hour IT Support requirements in more detail.