Managed IT, without the traditional markup
Everything you'd expect from a proper managed service provider — unlimited helpdesk, a named engineer who knows your business, vendor management, 24/7 cover. Roughly a third less than the market, because AI handles the volume underneath.
What's included in managed IT services?
Managed IT covers your helpdesk, endpoint monitoring and patching, identity and access, backup, security tooling, vendor coordination and technology planning for a predictable monthly fee per user. PCR's Managed tier is $99 per user per month — unlimited human helpdesk, line-of-business application support, vendor management and a named account engineer, on top of the automation layer. Managed Plus is $159 and adds 24/7 cover, on-site dispatch, a virtual CIO and compliance support. Microsoft 365 and security licences are separate add-ons, never bundled into the headline rate.
10–75 people. You need a real helpdesk and someone accountable for IT.
Min 10 users · billed annually
- Everything in AI Support
- Unlimited human helpdesk, business hours
- 1-hour response target
- After-hours emergency line
- Line-of-business application support
- Vendor management on your behalf
- Named account engineer
- Quarterly technology review
- Backup monitoring & restore testing
- Asset lifecycle tracking
- On-site billed hourly
- No 24/7 cover
15–200 people. Regulated, growing, or downtime is genuinely expensive.
Min 15 users · billed annually
- Everything in Managed
- 24/7/365 support
- 15-minute critical response
- On-site dispatch included (fair-use)
- Virtual CIO & annual IT roadmap
- Compliance support — SOC 2, HIPAA, PIPEDA
- Security incident response retainer
- Monthly technology review
- Priority hardware procurement
- Dedicated escalation manager
- Annual disaster-recovery test
25–49 users: 10% off. 50+ users: 15% off. Applied automatically.
Scope
What a Managed engagement covers
Service desk
Unlimited requests from your whole team by Teams, email or phone. AI resolves what it can instantly; everything else reaches a human within an hour. No ticket quotas, no per-incident charges.
Named engineer
One engineer who learns your business, your applications and your quirks — not a rotating queue where you re-explain your setup every time. They run your quarterly review.
Line-of-business apps
We learn the software your business actually runs on — practice management, accounting, CAD, ERP, the custom thing from 2014 — and support it, including liaising with the vendor.
Vendor management
ISP outages, telecoms, software vendors, hardware warranties. We hold the case, chase the updates and tell you what's happening. You stop being the middleman.
Security operations
Patch compliance, endpoint protection, conditional access, MFA enforcement, alert triage and response. Monthly reporting on posture and what changed.
Backup & recovery
Monitored backups with tested restores, not just a green tick on a dashboard. Documented recovery procedures and a stated recovery objective you've agreed to.
Asset lifecycle
Every device tracked with age, warranty, condition and replacement date, so hardware refresh becomes a budget line instead of an emergency.
Documentation
Your environment properly documented and kept current — network, accounts, vendors, licences, recovery steps. Exportable, and yours permanently.
Technology review
Quarterly on Managed, monthly on Plus. What broke, what's ageing, what's coming, what it will cost. Plain language, no jargon designed to sell you something.
Managed Plus
What the top tier adds
For firms where an outage costs real money, or where an auditor is going to ask questions.
24/7/365 cover
Real human support at 2am on a Sunday, not just an answering service that takes a message. 15-minute response on critical incidents, with a defined escalation path to a named manager.
On-site dispatch included
Scheduled and incident visits within standard metro service areas are covered under fair use, rather than billed hourly. Hardware swaps, new office setups, someone physically present when it matters.
Virtual CIO
An annual IT roadmap tied to your business plan, budget forecasting, vendor strategy and board-ready reporting. The strategic layer most small firms never get access to.
Compliance support
Evidence collection and control mapping for SOC 2, HIPAA and PIPEDA. Security questionnaire responses for your own customers. We're not your auditor, but we make the audit survivable.
Incident response retainer
A defined plan, a named responder and guaranteed availability if you're breached. The worst time to work out who to call is during the incident.
Disaster recovery testing
An annual live test of your recovery plan with a written report. Most companies discover their backups don't restore during the disaster. You'll find out in a scheduled window instead.
Honest comparison
How we compare to a traditional MSP
| Typical MSP | PCR Managed | |
|---|---|---|
| Price per user/month | $150–$200 | $99 |
| Minimum seats | 10–25 | 10 |
| Contract length | Often 36 months | 12, then monthly |
| Licences | Usually bundled, marked up | Separate, at listed price |
| First response | 1–4 hours, human queue | <2 min AI, 1 hour human |
| After-hours | Often extra | Emergency line included |
| Documentation on exit | Sometimes withheld or charged | Free, always yours |
| Tenant ownership | Sometimes the MSP's | Always yours |
| Offboarding fee | Common | None |
Where a traditional MSP genuinely beats us
If you need engineers physically in your building most weeks, a heavily on-premise estate managed hands-on, or a large dedicated team on site, a conventional local MSP is the better fit and we'll say so. Our model works best for cloud-first and hybrid companies. We'd rather tell you that on the first call than in month six.
Questions
Managed IT FAQ
How can you charge $99 when everyone else charges $150–200?
Because the automation layer underneath resolves most routine, high-volume requests — password resets, provisioning, licence changes, patching — before a person is involved. Traditional providers staff a human helpdesk for all of that and price accordingly. We're not paying less for engineers or cutting security tooling; we simply need fewer engineer-hours per user. When work genuinely needs a person, you get one.
Is "unlimited helpdesk" actually unlimited?
Unlimited support requests, yes — there's no ticket cap and no per-incident charge. It does not include projects, migrations, office moves, or rebuilding an environment we didn't set up. Those are quoted as fixed-price work in advance. We define this in the contract rather than leaving it vague and arguing later.
What does switching from our current MSP involve?
Usually two to four weeks running in parallel. We take over administrative access, document what your existing provider has, deploy our tooling, and only cut over once everything is verified. Your current contract's notice period and any exit terms are worth checking early — we'll read the contract with you before you give notice.
Do you support Mac and Linux?
Yes. macOS is fully supported including Intune or Jamf management. Linux endpoints and servers are supported on Managed and above. We're not a Windows-only shop despite the domain name.
What if we have servers and on-premise systems?
Server management is $89 per server per month on top of your user tier, covering monitoring, patching, backup and remediation. Network devices are $25 each. If your estate is heavily on-premise, Managed Plus is usually the right tier — and if it's very heavily on-premise, a local hands-on MSP may genuinely serve you better.
Can we start on AI Support and move up later?
Yes, and many do. Upgrading has no penalty and no second onboarding fee. Companies typically move from AI Support to Managed around 25–40 staff, or earlier if they pick up a compliance obligation or hire someone whose time is too expensive to spend on IT.
Get a real quote, not a discovery call funnel
Tell us your headcount, your systems and what's broken. You'll get a written quote with the scope defined and a free audit of your current environment.