Unlimited IT support is a powerful offering from an MSP (managed service provider). Rather than worrying about billable hours or unexpected costs, you can focus on your core business—while your MSP takes care of technology.
But not every MSP offers true unlimited or all-inclusive support.
Some providers claim they do, but when you look at the fine print, it’s not true.
Here are 9 key questions—and answers—about all-inclusive IT support.
Key takeaways:
- True unlimited IT support shouldn’t come with extra fees or exceptions hidden in the fine print.
- The best MSPs offer onsite support as part of unlimited IT service packages.
- Patch management, cybersecurity, and 24/7 support should all be included.
- Your MSP should never bill you separately for onboarding.
1. What is unlimited IT support?
Unlimited IT support is a service offering from an MSP (managed service provider) in which the client pays a flat monthly fee for unlimited consumption in the types of services that are in scope. The MSP doesn’t bill for the number of hours that the client uses; rather, the MSP charges a predictable price and absorbs any fluctuating costs associated with the client’s IT support.
2. What’s actually included in unlimited IT support?
Most MSPs will adapt their service package to fit a client’s needs. Any service that the MSP provides should be eligible for inclusion in an unlimited support package.
Here at Corsica Technologies, our clients choose from a wide range of services as we collaborate to build their unlimited package.
- IT support
- Cybersecurity
- Consulting and strategy
- Cloud systems
- Hardware
- Network
- User training
- Application support
- Remote and onsite assistance
- EDI and data integration
- ERP and CRM
- Staff augmentation
3. Is onsite support included in unlimited IT support, or is it remote only?
An MSP should include onsite support as an option in their unlimited IT support plans. While remote access is powerful and cost-effective, there’s no replacement for in-person assistance. This can help build trust between your end users and your MSP, and it strengthens the relationship between both teams.
Here at Corsica Technologies, our clients can choose to include onsite support in their unlimited service plan. It all depends on what the client needs and values.
4. Does unlimited IT support come with hidden fees or exclusions?
True unlimited IT support should not have any hidden fees. In terms of exclusions, the contract should specify what types of service are in scope. There should be no fine print or exclusions about those in-scope services. It’s normal to find services that are excluded from an unlimited IT support agreement—but it’s not normal to encounter excluded scenarios for services that are in scope.
In other words, the fee structure should be simple and clear, and the MSP should make it easy to understand what types of service are included in the unlimited support agreement.
5. Does unlimited IT support cover software updates and patch management?
Yes. A good MSP should include software updates and patch management for any systems that fall within the scope of the engagement. If an MSP is going to act as a true partner, they shouldn’t balk at taking on an additional system outside the initial scope—provided it’s within their capabilities to manage.
An MSP should never charge extra for updates and patch management to systems within scope. If a provider does this, they don’t actually offer unlimited service consumption.
6. Are cybersecurity services included in unlimited IT support?
If an MSP also provides managed cybersecurity services, as Corsica does, then they should absolutely offer those services in any unlimited IT support bundle. IT and cybersecurity are no longer separate disciplines. Every system that falls under IT management has cybersecurity requirements. The best MSPs treat IT and cybersecurity as one integrated discipline—and they manage these systems with integrated teams of experts in both fields.
When it comes to incident response, it’s important to understand how your MSP will handle any services required to clean up a cyber incident. Many MSPs who claim to offer unlimited services will charge extra, by the hour, for incident remediation.
These services quickly become expensive. This is why Corsica offers a Cybersecurity Service Guarantee, which covers the cost of our incident remediation services, with limitations.
7. Does “unlimited” mean 24/7 support, or just during business hours?
Unlimited IT support should include 24/7/365 availability. This is important if you have locations in different time zones or round-the-clock operations—but it’s especially critical for cybersecurity. Criminals don’t wait to launch their attacks during business hours. This is why unlimited IT services should include 24/7 support.
8. Are projects and onboarding included or billed separately?
Onboarding should always be included in an unlimited IT support agreement. If an MSP bills extra for onboarding, they’re not really offering unlimited services.
When it comes to projects, an MSP should work with you to determine what kinds of projects will be included in your agreement. Here are some projects that our clients typically choose to include in our unlimited support contracts:
- Network refreshes
- Workstation refreshes
- Cloud migrations
- Launching new physical locations
9. How much does unlimited IT support cost?
The cost of unlimited IT support varies depending on the customer’s needs. However, most companies can gain access to an entire team of experts for roughly the equivalent of one full-time staff salary. As requirements increase and get more complex, costs typically increase from there.
Wondering what you might pay with Corsica?
Use our FREE Managed IT Services Pricing Calculator to estimate your cost.
This interactive tool doesn’t provide a quote, but it does help get you in the ballpark. It also compares that rough estimate to variable pricing from competitors who don’t offer unlimited services.
The takeaway: Leverage the power of unlimited IT support
Technology support shouldn’t cause headaches. Your MSP should act as a true partner, responding to your emerging needs and strategic shifts in real time. That’s why we offer unlimited IT support here at Corsica Technologies. For one predictable monthly price, you get as much service as you need within the areas covered in your contract. Talk to us today to get the friction-free IT support experience you deserve.
Ready to get unlimited IT support?
Reach out to schedule a consultation with our IT support specialists.
