Questions about our IT services
Short answers to the questions we hear most. If yours is missing, ask through the quote form and we will reply within one business day.
What does an IT service provider do?
An IT service provider looks after a business's technology for a regular fee: a service desk for staff, device and account management, security, backup, buying hardware and licences, and planning. Our version covers all of that for $150 per user, per month.
What is included in the $150 per user fee?
The service desk, security with the 24/7 SOC, Modern Workplace implementation and management, Intune device management, monitoring, Microsoft 365 backup that is restore-tested on a schedule, a monthly report, and the projects scoped in your quarterly roadmap.
What is charged on top?
Hardware and Microsoft licences, both at cost with zero markup. Nothing is billed per ticket, and work outside hours carries no loading.
How quickly do you respond?
When a whole team can't work, within 15 minutes. When one person can't work, within 30 minutes. Everything else, the same business day. Security alerts are triaged 24/7, including weekends.
What counts as a whole team not being able to work?
A problem that stops a group of people doing their jobs at once, such as email down for the office or the internet out at a site. If only one person is affected, it falls under the 30-minute target.
What are your hours?
The service desk runs Monday to Friday, 8:30am to 5:30pm Melbourne time. Security monitoring runs 24/7.
Is there a lock-in contract?
No. The agreement is month to month, six pages of plain English, with a month's notice and no exit fee.
If we leave, what happens to our documentation?
Every credential, document and configuration record is handed over. Your documentation register can also be exported at any time on request.
Do we need our current provider's help to switch?
No. Onboarding starts with a free read-only assessment and does not depend on cooperation from your current provider.
Where are you based?
South Melbourne. We work onsite across greater Melbourne, and teams in Sydney, Brisbane, Adelaide and regional Victoria get remote support.
Are you a good fit for a very small business?
We mostly work with businesses of 10 to 150 staff. Below about five staff, paying for break-fix help as needed usually costs less, and we will say so.
We have an in-house IT person. Can you work with them?
Yes. They keep their role, and we add the service desk, security monitoring and extra hands behind them.
Still have a question?
Tell us how many staff you have and what you run today. You will hear back within one business day, and if we are the wrong fit we will tell you.