The eight questions
Ask every provider the same eight things and write down the answers.
- Do you monitor every device continuously, or only servers?
- What are your written response times for a critical fault, and what do they measure?
- What does the price include, and what is charged separately?
- Is there a minimum term, and what happens if I leave?
- Do I get a monthly report showing what was found and fixed?
- Who do I speak to when I call: a technician or a call centre?
- How do you handle patching and security, and can you provide evidence for an audit or insurer?
- How do you document my setup so I am never locked in?
Red flags
Beware of promises with no limits stated, response times with no definition, and prices that hide the real cost in callouts. A clear provider tells you what is included, what is fair use and what is extra.
How we answer
Every device is monitored around the clock. Care and Managed carry written response times: P1 in 30 minutes. Plans are an account fee plus a rate per device, month to month on Watch and Care (R495 and R795 account fees), and 12 months on Managed (R2,995). Every plan includes a monthly report.