Essential
Routine care, quarterly visits, help by email.
- Quarterly on-site visit
- Email support
- Response within 2 business days
- All six routine items above
Managed Mac and office IT care
IT support in Bermuda for offices that have no IT department
In most Bermuda offices of two to twenty people, IT support means whoever is least busy. The printer only one machine can find, the backup nobody has tested, the macOS update that has been postponed for a year. HamilTech takes that job on: managed Mac and printer care on a monthly plan, on site, with a written summary after every visit.
The problem
Break-fix support appears when something is already broken.
The usual arrangement is to call someone when a machine stops working. That is the most expensive moment to be finding out that the backup was never tested or that nobody knows the admin password. It also means the small things, the updates, the disk filling up, the printer driver, are never anyone's job until they become the big thing.
Managed IT support in Bermuda, done properly, is the opposite: a fixed monthly arrangement, scheduled visits, and the routine work done routinely so the emergency rarely arrives. When it does, there is one person to call who already knows your setup, because it is written down.
What every plan includes
The routine work, done routinely.
These six items are in every care plan, from Essential up. The plans differ in how often I am on site and how fast I respond, not in what gets looked after.
- macOS and app updatesApplied on a schedule, not postponed until something breaks.
- Storage and disk healthSpace, errors and ageing drives caught before they cost a day.
- Printer connectivity and driversEvery machine can find every printer, and keeps finding it.
- Backup verificationConfirmed running, with a test restore every quarter to prove it.
- Security baselineFileVault encryption, firewall and screen lock set and kept on every Mac.
- A written summary after each visitWhat was checked, what was changed, what to watch. Yours to keep.
Care plans
Three levels of care. Each covers up to 3 Macs and 3 printers.
Standard is the plan most small offices need. Priority exists for the office that cannot wait a day. Every plan is quoted to your office after a conversation; ask and you get a straight answer.
Standard
Monthly visits and unlimited remote help in between.
- Monthly on-site visit
- Unlimited remote support
- Next-business-day response
- All six routine items above
Priority
Bi-weekly visits, same-day response, and the vendors handled for you.
- Bi-weekly on-site visits
- Unlimited remote support, plus evenings and weekends by arrangement
- Same-day response on weekdays
- Vendor liaison: ISP, Apple, printer suppliers
- Quarterly systems review with AI and workflow advisory
Larger office? Extra Macs and printers beyond the included three of each can be added to any plan.
IT project work, quoted before it starts
Anything outside the routine is project work, quoted in advance and approved in writing. Typical projects:
- Network and Wi-Fi setupSurvey, equipment spec, install, configure, document.
- Mac migration or new device onboardingData transfer, app install, account setup, old-device wipe.
- Email and cloud migrationGoogle Workspace or Microsoft 365 moves, shared drives, permissions.
- Anything else the office runs onScoped in writing before any work begins.
How it works
A look at the office first, then the plan, then the routine.
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An on-site look
I go through the Macs, printers, network, backups, email and passwords at your premises, and write up what is solid, what is fragile and what each fix involves.
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A written proposal
The plan that fits your office, any project work in priority order, and the exclusions listed as plainly as the inclusions. Nothing starts until you approve it in writing.
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The plan runs
Scheduled visits, remote support in between, a written summary after every visit, and one number to call. Every plan is reviewed against the hours actually logged at twelve months.
Who it is for
A good fit looks like this.
- An office of two to twenty people in Bermuda
- Mac-heavy or mixed, with no in-house IT
- The owner or office manager is the de-facto sysadmin, and resents it
- Enough at stake that an hour of downtime costs something
- Already paying someone, badly, or paying nobody and absorbing the pain
Law and accounting practices, medical and dental offices, real estate and insurance brokers, design studios, salons and clinics, small hospitality operators.
Not included in a care plan
Listed here, and again on every proposal.
- Hardware, parts and replacement devices
- Software licences and subscriptions
- Project work: networks, migrations, new devices, websites. Quoted separately.
- Devices beyond the included three Macs and three printers, unless added to the plan
- Evenings and weekends, except on Priority by arrangement, or as quoted project work
Scope is written down before a plan starts. If the work itself changes, the plan is re-quoted, not quietly absorbed.
Questions offices ask first
Before you get in touch
Do you support Windows PCs, or only Macs?
The care plans are written around Mac offices, which is where most of the demand in Bermuda's small professional practices sits. If your office runs Windows or a mixed fleet, the on-site look is still the starting point, and the plan is scoped to what you actually have, in writing, before it starts.
How quickly do you respond when something breaks?
It depends on the plan. Essential: within 2 business days, by email. Standard: next business day. Priority: same day on weekdays. These are deliberately conservative so they are kept, not missed. Between visits, Standard and Priority include unlimited remote support.
How much does IT support cost?
It depends on the plan and the size of the office. Every plan is quoted in writing after an on-site look at what you have, with the exclusions listed, and reviewed against the hours actually logged after twelve months. Get in touch and ask.
What if we have more than three Macs or three printers?
Every plan covers up to 3 Macs and 3 printers as standard. Additional machines and printers can be added to any plan, and the quote reflects the whole office.
Is the work done on site or remotely?
Both. Every plan includes scheduled on-site visits in Bermuda (quarterly, monthly or bi-weekly depending on the plan), and Standard and Priority add unlimited remote support in between. The first look at your office is always on site.
What is not included in a care plan?
Hardware and parts, software licences and subscriptions, and project work such as a new network, a migration or a website. Project work is quoted separately in writing before it begins. Every proposal lists its exclusions as plainly as its inclusions.
Related services
Once the machines are steady, the next questions are usually these.
Next step
Tell me what keeps breaking.
Describe the office, the machines and what has been going wrong. You get a personal reply, and a written proposal for the plan that fits.