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Platform, Device and App Services

Minimise downtime exposure in your business through proactive maintenance and training.
See how we can help you

Cross-platform compatibility

Local expertise

Centralised platform management

Integrated platforms

Let’s work together

In today’s complex IT environment, organisations need a wide range of technical tools and expertise but can rarely afford to have IT professionals on staff with a deep understanding of every part of their infrastructure. The Horizon365 Support Desk proactively identifies and resolves device problems before they become costly business risks. We also ensure your business gets maximum leverage from its assets through end-user training.

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Recommended

Essential

Starting from$1,699per service

$x.xx per x

Businesses that operate their own help desk, but require a Level 3 Engineer to deliver maintenance services to their Device Management Platform

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Includes

  • Deploy updates
  • Maintenance releases
  • Platform patching
  • Enterprise App store catalogue
  • Mobile device profiles (iOS, Android)
  • Release ticket types created through the monthly and quarterly schedule are raised and resolved by Ericom Engineers

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Recommended

Enhanced

Starting from$3,899per service

$x.xx per x

Businesses needing more than just maintenance, extending service to Win10/11 and MacOS, on-prem connectors, change management, and service level targets.

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Everything in Essential, plus:

  • Connector patching
  • Desktop/laptop device profiles (Windows, MacOS)
  • Maintaining established policy, setting, and integration configurations
  • Major incident and change ticket types
  • Time based performance targets with real time assurance through portal access to standard reporting
  • Targeting service levels > 90% success

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Recommended

Enterprise

Starting from$5,099per service

$x.xx per x

Business requiring full outsourcing of platform and support services. Audit and compliance is covered through the Ericom Account Management Framework.

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Everything in Enhanced, plus:

  • L1 triage through to L3 incidents responded to and resolved by Ericom Senior Engineers
  • Service Delivery Manager providing proactive operational management outcomes
  • Quarterly strategic workshops designed to optimise technical and business objectives
  • Monthly and quarterly commerical review of services provided guaranteeing an optimal return on investment
  • Intelligent insights reporting aligned to compliance and auditing requirements
  • Targeting service levels > 98% success

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Feature comparison

Availability Essential

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Enhanced

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Enterprise

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Maximum resource allocation (hours per month) 8 24 32+
Support availability 8:00am – 6:00pm Monday – Friday (excluding public holidays)
Support via Phone, email, portal, Microsoft Teams
Term 24 months
Maintenance and Release Management Essential Enhanced Enterprise
Deploy updates
Maintenance releases
Platform patching
Connector patching
Enterprise App store catalogue
Mobile device profiles (iOS, Android)
Desktop/laptop device profiles (Windows, MacOS)
App policy configurations
Configurations Essential Enhanced Enterprise
Policies
Settings
Integrations
Third-party identity and security
On-premises infrastructure connectors
Service Requests and Incidents Essential Enhanced Enterprise
Major incident
Minor incident
Problem
Change
Release
Service Level Targets Essential Enhanced Enterprise
Time-based performance targets

>90% success

>95% success
Real-time assurance of performance levels
Insights Reporting Essential Enhanced Enterprise
Tickets (open, closed, aging)
Service request and incidents raises, resolved, and unresolved (by priority)
Users and devices added/removed
Service Desk availability
Service Delivery Management Essential Enhanced Enterprise
Monthly service reviews
Quarterly strategic reviews
Risk, Audit, and Compliance reporting
Escalation with vendor
Enrolled Device Support Essential Enhanced Enterprise
Mobile (smartphones and tablets) From $7.50 per device
Desktop, laptop, and 2in1’s (Win10/11 and MacOS) From $33.00 per device
Volume discount at 500, 1,000, and 2,000 enrolled devices
Other Services Essential Enhanced Enterprise
Application procurement, packaging POA
Management of shared laptops and BYO devices POA
24×7 support POA POA POA
 

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Items to Note
Denotes included
POA = Price on application
All commercials outlined in this table are per month and exclusive of GST (unless stated)

Why choose Platform, Device and App Services?

Managing platforms, devices and apps across a business can be complex. Ericom simplifies this with end-to-end services that unify your technology ecosystem — improving performance, reducing risk, and keeping your teams connected.

Discover the advantages

Unified tech ecosystem

Manage devices, platforms and apps through a single streamlined framework.

Enhanced user experience

Optimise performance and access across your digital workplace.

Reduced IT complexity

Simplify processes and gain greater control with integrated management.

Let’s work together

Partnering with Ericom for all your platform solutions

We deliver scalable platform and device management that grows with your business. With deep experience and local support, Ericom ensures your environment stays secure, productive and aligned to your needs.

Scalability

  • Easily adjust communication capabilities as your business grows.

Cost-effectiveness

  • Reduce overhead costs associated with traditional phone systems.

Flexibility

  • Enable remote work and multi-location support with internet-based solutions.

Case studies

Simplify your technology

Call Ericom on 1300 360 369 to streamline your platform, device and app environment.

Australia-wide

1300 360 369

Head office

02 8394 5500

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Here’s what our customers have to say

Since working with Ericom’s Horizon365 Support, we have been able to complete many critical outstanding projects, as well as allowing us to move forward with new projects.

Heidi

Australian Steel Mill Services

We have just transferred from another IT provider and the service we have received since moving has been exceptional. I wish we had moved sooner! Thank you Chris and team.

Lisa

Stefanutti Construction Pty Ltd

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Bianka Rodrigues
Procurement and Administration

Working at Ericom has been a rewarding journey of growth and transformation. I began here as a trainee and soon transitioned into a Procurement and Administration role, where I managed vendor relationships, processed purchase orders, and ensured accounts were kept up to date. Collaborating closely with all departments, this played a key role in ensuring timely delivery of orders and maintaining customer satisfaction. Ericom has consistently supported my developments to which I’ve recently moved into a Sales Coordinator role. This role has enabled me to utilise my organisational and communicational skills to better support the sales team, ensuring that all opportunities meet company standards and are being processed efficiently. As Ericom embraces the AI era, I’ve had the wonderful opportunity to work with the platform team to automate manual processes. This has allowed me to free up my time to focus on process improvements and analysing data. The collaborative culture and innovative environment at Ericom continues to inspire me, and I’m proud to contribute to a team that values invisible excellence.