Our Support team are available to assist you with your questions, technical issues, setup, provisioning for your services through UBT.

Managed CTM customers that have included support as part of their agreement can view the services considered Project work (excluded from CTM) vs. BAU Support (included with your CTM package).

If you require a copy of this agreement, please ask our team and we will have this sent to you.

The following is an example of works NOT covered under your a CTM subscription:

Project Work:

1. Implementation of New Systems: Setting up and deploying new software (including Streamline3), hardware or infrastructure.
2. Upgrades and Migrations: Transitioning from old systems to new versions of migrating data to new platforms, such as Windows Upgrades (Windows 10 > 11).
3. Custom Development: Creating tailored solutions or applications to meet specific client needs.
4. Large-scale Changes: Any substantial modifications to existing systems, processes, workflows or IT infrastucture or physical hardware.
5. Training Programs: Developing and conducting training sessions for users on new technologies or processes.
6. Consultation and Strategy: Providing advice on technology strategies or improvements that require significant planning and resources.
7. Security & Remediation: Work related to compromised accounts, unauthorised Microsoft 365 tenant access, breaches, or other security incidents. This includes investigation, containment, recovery, and preventative remediation.

The following is an example of works covered under your a CTM subscription:

1. Windows PC Support: This provides troubleshooting assistance, maintenance, and optimization services for Windows-based computers to ensure smooth operation, enhanced performance, and timely resolution of technical issues.
2. Regular Maintenance: Tasks such as system monitoring, patch management and backups that are part of the ongoing operations.
3. Standard Updates: Applying routine updates or fixes that are included in a service agreement.
4. Reporting: Providing standard reports or metrics that are established as part of the service.
5. Streamline3 Filtering: Content filtering using the Streamline3 platform.
6. ESET Advanced AV
7. Microsoft Business + Change Support
8. Microsoft365 Licensing Dashboard
9. Microsoft365 Backup & Replication
10. KnowBe4 
11. Dashlane or 1Password Management
12. Domain & DNS Management

Other work performed by our team will be chargeable.

Chargeable support is billed in 15-minute increments, with a 15-minute minimum charge.

Our current charge rates are set to be consistent or lower than fair IT industry service charges

For more information on our Microsoft 365 assistance, please see: 
https://support.ubteam.co.nz/hc/en-us/articles/4410605961743-Microsoft-365-Assistance-Charges

Please note: Our technicians may be assisting more than one person at once; in this case the chargeable time will be apportioned according to the actual time spent working on a particular request or machine.