What is Managed Services?

Infraplex believes the foundation of success is great service.

A managed service provider (MSP) is a company that remotely manages a customer’s IT infrastructure and/or end-user systems, typically on a proactive basis and under a subscription model. Today, the terms “cloud service provider” and “managed service provider” are sometimes used as synonyms when the provider’s service is supported by a service level agreement (SLA) and is delivered over the internet.

Service Levels

Base Line Support

Base Line Support Includes technical support assistance for basic technical issues. Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement.

If no solution is available within 30 min your issue will be escalated to Mid Level Support.

Mid Level Support

Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by Base Line Support. Mid Level support will assist with technical issues related to more advanced technical issues, eg servers and networks.

If no solution is available within 30 minutes, issues will be escalated to Expert Level Support.

Expert Level Support

Access to the highest technical resources available for problem resolution or new feature creation. Expert Level Support technicians attempt to duplicate problems and define root causes, using product designs, code, or specifications.

Managed Service Provider


By selecting managed services you gain access to staff with specialist skills. Sometimes you will only need this skill once, so save the expense of training your staff for skills they will never use. Infraplex has invested a mass amount of energy and equipment in its infrastructure and is backed by one of best technical support and operations team.


With a managed network you can benefit from the ability to centralise all your applications and servers within managed data centres, this leads to improved performance of staff, regardless of location. Access to centralised data centres within the network can also provide access to virtual services, as well as storage and backup infrastructure.

Increased service levels

Infraplex Managed IT Service provides greater control of service levels and performance. With service level agreements in place you can be sure of continuity of service. A managed service company will also offer support.

Low capital outlay and predictable monthly costs

The investment in specialist hardware and software will be high. A managed service offers the highest quality enterprise and carrier grade solutions to customers. A fixed monthly payment plan means you know what you’re going to get and how much it’s going to cost over the contract. No unexpected upgrade charges or changes in charges, guaranteed.

Flexible service

Managed IT Service Providers can be extremely flexible; a pay-as-you-go payment plan allows for quick growth when necessary, or cost savings when you need to consolidate.

Highly resilient, secure infrastructure

Infraplex data centres and managed network infrastructure is much more robust than a standard Enterprise IT service. Infrastructure is run under 24/7 x 365 management, with industry approved security procedures.

Our pricing options

We have a few pricing options to suit any size company

Block Hours

A tried and tested method of contracting IT services. Infraplex can assess how many critical of hours your environment requires. Hours not used in one month can be carried forward. Infraplex will regularly assess the requirements to ensure you’re paying just the right amount.

Base Level Support
R550.00 per hour

Mid Level Support
R750.00 per hour

Expert Level Support
R1200.00 per hour