Are onboarding, implementation or setup costs included in the service pricing?

No, onboarding, implementation and set-up costs are billed separately and paid for up-front. When you engage with Espria, we make it clear from the outset what’s included in your ongoing monthly managed service costs and what is not. This ensures there are no surprises and you understand how setup, transition and ongoing operations are funded. Managed Service Pricing

Your monthly managed service fee covers:

• Day-to-day delivery of the agreed service (e.g. incident response, monitoring, patching)
• Service governance through reporting, dashboards and reviews
• This pricing is stable and predictable, designed to make budgeting straightforward.

Onboarding & Implementation

The onboarding phase is critical to ensuring services are delivered securely and effectively. 

This work typically includes:

• Infrastructure assessment and readiness checks
• Service configuration and policy setup (e.g. Intune, conditional access)
• Knowledge transfer and documentation creation
• Risk mitigation, fallback planning and user enablement

Examples:

• Conducting current state assessment of existing infrastructure 
• Migrating data into our Managed Microsoft 365 Backup platform
• Set up access to the Espria Customer Portal

Why They’re Separate

Onboarding is distinct from “business as usual.” It is project-based, requires specialist expertise and ensures your environment is fit for purpose before service delivery begins. 

By scoping this separately:

• You gain visibility of the effort and cost upfront
• You can track milestones and acceptance criteria
• The managed service only commences when everything is aligned and operational

Key Takeaway

Each service maintains clear governance and accountability, while allowing for adaptation to client-specific needs. Each service operates within structured, transparent frameworks that can be flexibly configured to match each client’s operational, compliance and governance requirements.

Ongoing monthly fees cover the managed service itself.

Onboarding, setup and implementation are billed separately as one-off professional services engagements.

This separation ensures transparency, accountability and a smooth transition into managed service delivery.