What is included, and what is quoted separately
Updated 10 November 2026 · How we work
Where the line falls between everyday support covered by your plan, extra support time, and projects that get their own fixed quote.
One of the most common questions from new clients is whether a particular request is covered by the plan or will cost extra. This article explains how we draw the line. The exact scope for your business is written in your service agreement, and if you are ever unsure, ask before we start and we will tell you.
Covered by the plan
The monthly plan covers the ongoing care of your systems: monitoring the computers we manage and acting on alerts, installing updates, keeping Microsoft Defender running and up to date, daily Microsoft 365 backups and regular test restores, help desk access by phone and email, and two hours of remote support time each month for your account. Everyday requests, such as a password reset, a sign-in problem, adding someone to a shared mailbox or fixing an email that will not send, usually fit within that time.
Extra support time
If remote support in a month goes beyond the two included hours, the extra time is billed at the hourly rate in your agreement. On-site visits are billed separately. Every piece of billed work is listed on the invoice with a short description, so you can see exactly what it was for.
Projects
Larger pieces of work that change your setup are treated as projects. Examples include moving to Microsoft 365, setting up a new office network, replacing a server, rolling out new computers to the whole team, or a new website. Projects are quoted in writing at a fixed price before work starts, with the scope, the timeline and what is not included. Nothing starts until you approve the quote.
Changes along the way
If the scope of a project changes, or you ask for something that is not in the quote or your plan, we quote the change before doing it. You will not find unexpected work on an invoice.
Emergencies
Emergencies are handled around the clock for clients on a managed plan, as described in How to get help. How after-hours work is charged is set out in your service agreement.
Not sure?
Ask. Email hello@bitlogix.tech with what you need, and we will tell you whether it is covered, how much time it is likely to take, or send you a quote.
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