Service Rate & Service Plans

We’ve been serving the Greater Cincinnati area since 2007 and are located on Bridgetown Rd in the lower level of the Hoeting Realtor's building. Our focus is on small business and individual computer repair services. 

With supply chain problems, staffing challenges and increased costs in all sectors of business, we know that IT costs are scrutinized more than ever before. We have not been immune to rising costs either, but over the past couple years we have invested heavily in our product stack. We offer best-in-class Cyber Security, hardware stabilization and infrastructure management services to our clients at the best value in the business.

From Ad-Hoc (pay-as-you-go) service for residential clients to affordable unlimited remote and on-site service plans, we have all your needs covered! Our monthly support Plans are ideal for small businesses from 1 to 60+ users and individuals with just one or two computers. All Plan clients are supported from 7:30 am through 6pm Monday through Thursday and through 5pm on Fridays (these support hours are expanded from our regular shop hours).

Take a look at our support options below. 

Ad-Hoc or "Break-Fix" Support

Our standard hourly rate of $165 per hour applies to any support we provide without a Plan. Support is billed in 15-minute increments for remote, on-site or in-shop support. Our on-site minimum is 2-hours and drop-off/in-shop services are a 1-hour minimum. Travel time for on-site support to locations over 10 minutes from our shop may be billable for visits over 10 minutes from our shop (billed at $60 per hour - in 1-minute increments). All charges are taxed at the current Ohio sales tax rate. All in-shop services or drop-offs need to be scheduled in advance, please call our main number to schedule a drop-off to ensure someone is available to assist.

There are no other services or products included at this level of support apart from what requested. This support option is considered “break-fix”. This service option is best for clients that aren't on one of our support Plans or that have a one-off single network or computer issue. This type of service is not ideal for businesses that require ongoing regular support from us - please see our Plans below for your business or enhanced personal support needs.

The wait time for "break-fix" support can be as high as 1 to 2 weeks depending on what’s already in our support queue. Obviously if we can provide faster service we certainly will.

Plan 1 - Basic - Remote & In-Shop Support (no Cyber Security Awareness training or bare-metal backup included at this level)

$49.99 per month per system

This service plan provides entry-level access to many of our best-in-class products and security tools including:

• Managed Datto AV and Windows Defender anti-virus - we get real time notifications for infections and issues that we can resolve through our Datto portal and, in most cases, without having to disrupt your computer at all.
• Graphus Advanced Email Filtering (when paired with your Microsoft 365 or Google Workspace service).
• RocketCyber SOC (Security Operations Center) 24/7 human-monitored security for all protected systems. This service alone typically costs over $1,000 per month per organization and is an amazing value!
• Datto SaaS Backup/Alerts for all Microsoft 365 and Google Workspace users (up to Plan count). Low cost for each additional user. SaaS backup includes Microsoft 365 OneDrive & SharePoint and Google Drive including all Google Shared Drives.
• Dark Web ID dark web monitoring of all account logins for your organization.
• Datto EDR (Endpoint Detection & Response) threat detection and neutralization
• Kasey's VSA Remote Management & Monitoring (RMM) agent on all systems.
• Live Connect for remote access to all workstations and systems for any number of employees/users (part of the VSA suite).
• Availability of our full slate of Datto Backup products at a per system monthly cost. Datto Endpoint Backup workstation & server backup starts at $26 per month per system. Validated Backup for PC and BCDR are priced additionally, and we can review your individual needs to determine costs.
• Complimentary 1-hour of on-site support for your organization provided for clients with 4 or more protected computers.
• Prioritized support over Ad-Hoc support requests. 

At this service level, we provide remote and in-shop support (per incident) to all your organization’s staff for up to 2-hours per incident. We also provide a complimentary 1-hour on-site visit per month from one of our technicians as needed. Any remote or in-shop support that takes over 2 hours per incident is billed at a 20% discounted rate off our standard ad-hoc billing rate in 15-minute increments. Any on-site support that takes over 1-hour during any given month, will be billed at our standard ad-hoc billing rate in 15-minute increments.

Plan 2 - Standard - Unlimited Remote, In-Shop, and On-Site Support - OUR MOST POPULAR PLAN

$74.99 per month per system

This service plan provides the value of all our best-in-class products and security tools from Plan 1 above and includes:

• BullPhish Cyber Security Awareness training program for all employees. BullPhish is normally a $100+ per month product and is an amazing value and helps maintain lower liability insurance rates and better protection through active training of your staff. There are criteria that need to be in place to utilize our training, please ask for details. NOTE: There may be a one-time cost to activate BullPhish. The one-time fee onboarding cost is up to 2-hours at our discounted rate. This is due to the very labor-intensive process our techs need to go through to activate the training curriculum for your entire organization.
• Included Datto Endpoint Backup workstation & server backup (up to 1 TB) at no additional cost! Depending on the storage volume, there may be some hard drive size & system limitations or additional costs. The majority of our clients don't pay any extra for our Plan 2-included backup.
• Prioritized support over Ad-Hoc and Plan 1 support requests.

At the Plan 2 service level, we provide unlimited remote, in-shop AND on-site support to all your organization’s staff for any single incident of up to 2 hours per incident. Any support that takes over 2-hours per incident may be billed at a 20% discounted rate off our standard billing rate in 15-minute increments.

Plan 3 - Advanced - Unlimited Support w/ Compliance Scanning

$89.99 per month per system

This service plan provides the value of all our best-in-class products and security tools from Plan 2 above and includes:

• WAN Penetration Testing at regular intervals with reporting to bolster your PCI and HIPAA compliance best practices. The testing comes with an administrative report that shows any necessary mitigation requirements. This type of monthly scanning is normally a $350 per month product by itself. 
• All mitigation recommended by the Penetration Testing scan discovery is included at no additional cost. Normally any findings that need attention are covered by our Plan up to 2 hours and additional mitigation tasks are billable. At the Plan 3 level - ALL mitigation is covered at no additional cost. Mitigation support is often more than 2 hours as there are many touchpoints to "clean up" after a compliance scan and resulting findings.
• Prioritized support over Ad-Hoc and Plan 1 & 2 support requests

Compliance scanning and reporting is normally a $2,500 to $4,500 product when purchased through a third-party vendor. We offer this feature-rich product as part of our Plan 3! At the Plan 3 service level, we provide unlimited remote, in-shop AND on-site support to all your organization’s staff for any single incident of up to 4- hours per incident! Any support that takes over 4-hours per incident may be billed at a 20% discounted rate off our standard billing rate in 15-minute increments.

Since we started Midwest PROTECH about 20 years ago, we have never required contracts. All our support Plans are month-to-month and there is no commitment. As with all our services, you can cancel at any time if ever feel that you are not getting the value expected.

IMPORTANT CONSIDERATIONS:

All Plans require an onboarding fee of $100 per system. For a limited time, this onboarding fee is being waived for all new Plan clients. Renewals of a cancelled Plan will be assessed the $100 per system onboarding charge. Our Plans are not designed to be temporary, but a permanent long-term support arrangement for your organization. Reactivating a cancelled Plan will be at the discretion of Midwest PROTECH, LLC.

There may be services recommended because of a client's situation whether it's security/safety or network/infrastructure stability related. Recommended services may be refused, but support to address issues with refused recommended services may be billable to support an issue or incident that could have been avoided by implementing a recommended service or feature. Examples include email, Offsite Backup of key systems, SPF/DMARC record management, advanced security like RocketCyber or Datto EDR, SPAM/phishing filtering with Graphus, etc.