Plans
Managed IT Plans Built Around the Support Your Organization Needs
Four support levels, from on-demand break/fix to managed coverage for servers, workstations, and related systems. Every plan includes an assigned account rep. Compare what we manage, what the security operations center monitors 24 hours a day, 365 days a year on plans that include it, and when Neatoware engineers respond under your plan’s targets.
Choose a plan
Bronze
Break/fix
Help when you need it. Nothing managed on an ongoing basis.
Best when you only want on-demand support and will handle day-to-day management yourself.
Silver
Managed servers
Servers, server backups, and 24/7 server security monitoring.
Best when servers are the critical systems you want us to manage, back up, and watch.
Gold
Managed environment
Servers, workstations, networks, and printers, plus training, groupware, and vCIO guidance.
Best when you want Neatoware to manage the environment your people use every day.
Platinum
Gold + Priority 1 response
Everything in Gold, plus a Priority 1 initial response target 24 hours a day, 365 days a year.
Best when Priority 1 incidents need after-hours engineer response targets on top of Gold coverage.
Plan coverage
Compare what is included. Yes means included. Not included means that row is outside the plan.
| Feature | Bronze | Silver | Gold | Platinum |
|---|---|---|---|---|
| Service model | Break/fix | Managed servers | Managed environment | Gold + Priority 1 response |
| Servers managed | Not included | Yes | Yes | Yes |
| Server backups | Not included | Yes | Yes | Yes |
| 24/7 SOC: server EDR + SIEM alert review | Not included | Yes | Yes | Yes |
| Workstations managed | Not included | Not included | Yes | Yes |
| Workstation backups | Not included | Not included | Yes | Yes |
| 24/7 SOC: workstation EDR + SIEM alert review | Not included | Not included | Yes | Yes |
| Network devices / printers managed | Not included | Not included | Yes | Yes |
| Security awareness training | Not included | Not included | Yes | Yes |
| Business email / groupware | Not included | Not included | Yes | Yes |
| vCIO advisory + disaster recovery planning | Not included | Not included | Yes | Yes |
| Help desk hours | Monday to Friday, 9 AM to 5 PM ET | Monday to Friday, 9 AM to 5 PM ET | Monday to Friday, 9 AM to 5 PM ET | Monday to Friday, 9 AM to 5 PM ET |
| Initial response target (standard) | No set target | Aim: 2 business days | Aim: 1 business day | Aim: 1 business day (Priority 2-4, business hours) |
| Priority 1 initial response target | Not included | Not included | Not included | Priority 1 response target: 4 hours, 24 hours a day, 365 days a year |
Hosted phone / VoIP extension management is an optional add-on and is not a Yes in this matrix. See our General Terms and Conditions.
Managed Servers · Managed Endpoints · Help Desk · SOC Alert Review · Backup and Disaster Recovery · Virtual CIO
Security operations center threat review runs continuously on managed covered systems. Neatoware technical response follows the selected plan’s targets.
Security monitoring
24/7, on covered systems
Silver: managed servers.
Gold and Platinum: managed servers and managed workstations (PCs).
A security operations center reviews managed EDR and SIEM alerts 24 hours a day, 365 days a year for those covered systems.
Threat containment
EDR can isolate devices
When a confirmed threat calls for containment, the SOC can isolate an affected managed device. Neatoware handles investigation, cleanup, and other follow-up under your plan’s response targets.
Technical support
According to plan targets
Bronze: no set initial response target.
Silver and Gold: help desk and engineer response during business hours (Monday to Friday, 9 AM to 5 PM ET), with plan initial response targets.
Platinum: adds a Priority 1 response target of four hours, 24 hours a day, 365 days a year. Priority 2 to 4 on Platinum still aim for one business day during business hours.
Every plan: emergency help after hours is available, billed at the after-hours labor rate. On Platinum, after-hours support counts against your included monthly hours.
Security alerts are monitored around the clock. Support hours depend on your plan.
- On Platinum, Priority 2 to 4 still follow a one-business-day initial response target during business hours.
Who each plan suits
Bronze
You want experienced help when something breaks, and you are not looking for ongoing management, backups, or security monitoring from Neatoware.
Silver
Your servers are the systems that must stay healthy. You want them monitored, updated, backed up, and covered by 24/7 server EDR and SIEM alert review, with help desk support for server issues during business hours.
Gold
You want Neatoware to manage the environment your people use: servers, workstations, networks, and printers, plus workstation backups, security awareness training, business email, and Virtual CIO guidance with disaster recovery planning.
Platinum
You want Gold coverage, and you also want Priority 1 incidents to carry a four elapsed-hour initial response target 24 hours a day, 365 days a year. Other priorities still follow business-hours targets.
How pricing works
- Choose a tier that matches how much you want managed (Bronze through Platinum).
- Count devices (servers, workstations, and related systems on the plan).
- Add optional services you need (for example hosted phone / VoIP extension management, extra storage, or an Annual Technology Roadmap).
- Get an estimate, then a proposal that matches your sites, users, and purchasing process.
Reference rates (PDF, 2026-08-16)
Included vs separately priced (short notes):
- Virtual CIO advisory and disaster recovery planning are included on Gold and Platinum. A formal Annual Technology Roadmap is a separately priced add-on. Virtual CIO · IT Planning.
- Monthly management and support labor allowances are limited (Silver: 2 hours per managed server per month; Gold and Platinum: 2 hours per managed server plus 30 minutes per managed workstation). Additional labor is billed at the rates on the dated pricing sheet.
- The first 1 TB of aggregate off-site backup storage is included; more is billed per TB allotment (not per device). A backup appliance may be purchased separately. Backup and Disaster Recovery.
- Hosted phone / VoIP extension management is an optional add-on. It does not include calling-service or carrier costs. Phone Systems.
Your proposal confirms scope and price.
Also available
Security assessments and penetration testing are available as additional services. They are scoped and priced separately, not standard inclusions of Bronze, Silver, Gold, or Platinum.
Building security over time: On Gold and Platinum, Virtual CIO services help you plan a path from CIS Controls Implementation Group 1 (IG1) essentials toward stronger safeguards. More on our cybersecurity approach.
Buying for an agency or public organization?
Public safety agencies, local governments, and other public organizations often buy through quotes and vendor review, not a menu. Tell us your scope and your purchasing process, and we will prepare a custom quote to fit it. We can also provide the vendor documents your review requires.
Plans FAQ
Is 24/7 SOC monitoring included on Silver?
Yes, for managed servers. Silver includes managed endpoint detection and response (EDR) and SIEM alert review on your managed servers, with security operations center review 24 hours a day, 365 days a year. Workstation EDR and SIEM alert review start on Gold and Platinum.
Do I get a 24/7 help desk on Gold or Platinum?
No. Help desk hours are Monday to Friday, 9 AM to 5 PM ET on every plan. What runs 24 hours a day, 365 days a year is security operations center alert review on covered systems, and on Platinum the Priority 1 initial response target. Priority 2 to 4 on Platinum still follow business-hours targets. Emergency help after hours is available on every plan, billed at the after-hours labor rate. On Platinum, after-hours support counts against your included monthly hours.
What is a Priority 1 incident, and what does initial response mean?
Priority 1 covers the most severe incidents. Initial response means we begin working the issue within the target window. On Platinum, our Priority 1 response target is four hours, 24 hours a day, 365 days a year.
Are backups, restore testing, and storage included?
Server backups are included on Silver, Gold, and Platinum for managed servers. Workstation backups are included on Gold and Platinum for managed workstations. The first 1 TB of aggregate off-site storage is included; additional storage is billed per the dated pricing sheet. A backup appliance may be separate. Details: Backup and Disaster Recovery.
What management and support labor is included each month?
Plans include limited monthly labor allowances for management and support work (Silver: 2 hours per managed server per month; Gold and Platinum: 2 hours per managed server plus 30 minutes per managed workstation). Work beyond those allowances is billed at the plan rates on the dated pricing sheet. The calculator and proposal show how that applies to your counts.
Do you support local government procurement and custom scopes?
Yes. Public safety agencies, local governments, and other public organizations often need a custom quote, vendor documents, and a scope that matches their purchasing process. Request a custom quote, or start from Public Safety or Local government.
Ready for a quote?
Book a call, and we will match a plan to your users, sites, and systems. Prefer a ballpark first? Use the pricing calculator, or jump back to the coverage matrix.