Managed IT services
Nobody in your office should be waiting on IT.
One monthly figure covers the monitoring, patching, security and support behind everything your staff use, and most problems are dealt with before they interrupt anyone.
- $119 Per user, per month, ex GST
- 24/7 Monitoring and security
- Local Gold Coast to Brisbane to Tweed Heads
Why it matters
An outage is a payroll expense.
The invoice for a bad morning does not come from us. It comes from everyone you paid to sit and wait, and from the work that still has to happen afterwards.
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Wages you have already paid
Ten people who cannot work for half a day is five working days of wages, spent on nothing. The bill arrives whether the systems were up or not.
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The work does not go away
Everything that did not get done still has to be done, usually after hours and usually by the people who were already having a bad day.
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The quotes that did not go out
Orders not taken, invoices not raised, jobs not quoted. This is the part nobody adds up, and it is normally the biggest of the three.
Proactive support
The work happens before the phone call.
Reactive support means waiting for you to notice. These four run to a schedule whether or not anything has gone wrong, which is the whole difference.
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01
Watched around the clock
Servers, workstations and network hardware report in continuously. Alerts come to us, not to you, so most faults are dealt with before anyone in your office notices.
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02
Patched to a plan
Workstation and server updates run on a schedule rather than whenever someone gets around to it, so a critical fix is not still sitting unapplied a month later.
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03
Backups tested, not assumed
Daily cloud backups of your servers and, separately, of your Microsoft 365 tenancy, which Microsoft does not do for you and most providers never mention. Restores get tested, because a backup nobody has restored is a hypothesis.
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04
Technology Business Reviews
We sit down and go through what is ageing, what is coming and what it will cost, so replacing a server is a decision you make rather than an emergency you fund. Included in every plan.
Security first
Security is in the plan, not on the invoice.
Plenty of providers sell security as the upgrade you buy after something goes wrong. All of this is in the standard agreement, because a business that cannot afford the add on is exactly the one that gets hit.
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Essential Eight aligned
Hardening follows the ACSC Essential Eight, which is the Australian benchmark, and the one your insurer and your larger clients are most likely to ask you about.
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A cyber security team, 24/7
Threats are watched for around the clock, not only in business hours, because that is not when they happen.
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Managed endpoint protection
Endpoint protection and multi factor authentication across your devices and accounts, managed and monitored rather than switched on once and forgotten.
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Mail and web filtered
Enterprise email filtering plus web protection, so most of what is aimed at your staff never reaches an inbox, and the sites that host the rest do not open.
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Your domain watched
DNS health monitoring keeps your records correct and unhijacked, and dark web monitoring tells you when a login tied to your domain turns up in a breach dump.
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Staff trained to spot it
Security awareness training, because the strongest firewall in the country does not help when someone is talked into paying a fake invoice.
What is included
Everything here is in the standard agreement.
Not a premium tier, not an add on. If something is not on this list it is a project or out of scope work, and you will be told what it costs before it starts.
When you need us
- Unlimited network and server support
- A named local technician
- Guaranteed response times
- Critical alerts picked up after hours
- Client portal access
- 24/7 monitoring and alerts
So you need us less
- 24/7 cyber security team
- Managed endpoint protection
- Enterprise email filtering and protection
- Web protection
- DNS health monitoring
- Dark web monitoring
- Staff security awareness training
Running in the background
- Daily cloud server backups
- Daily Microsoft 365 backups
- Workstation and server patching
- Preventive maintenance
- Documentation of your technology environment
- Technology Business Reviews
And more, all of it set out in full before you sign anything.
Getting started
What the first month looks like.
Switching provider is the part people put off, so here is the order it happens in. The messy parts are ours.
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01
Handover
We take whatever you have: logins, licences, documentation, and whatever your last provider left behind. Most of the time this is the messiest part, and it is ours to sort out rather than yours.
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02
Tooling on
Monitoring, patching and security agents are deployed across your devices and servers. Until this is done nobody can tell you what you actually have, including us.
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03
Audit
With visibility in place we go through everything: what is running, what is exposed, what is out of support and what is quietly about to fail.
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04
Setup and remediation
We fix what the audit turned up, hardening, patching, backups and access, and write your environment down so it is documented rather than remembered.
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05
Steady state
From here it runs. Monitoring and patching carry on in the background, you have a number to ring, and the Technology Business Reviews start.
Price and terms
From $119 per user, per month
excluding GST
Priced per user, per server and per site, so it tracks what you actually run. One predictable monthly figure, worked out in front of you, with every inclusion and every exclusion written down before you sign.
- Minimum term
- 12 month minimum term. Said plainly rather than buried, because getting an environment properly monitored, patched and documented is front loaded work.
- Response times
- Set by your plan and by how urgent the request is, and written into your agreement as figures you can hold us to. A system down and a password reset are not the same job, so one number covering both would be no use to either.
- Support hours
- Monday to Friday, 9am to 5pm for day to day work.
- After hours
- Monitoring, alerting and the cyber security team run around the clock, so a critical alert is dealt with that night. A support request logged after hours is picked up the next business day. We do not sell formal 24/7 support.
- Out of scope
- Projects, migrations and hardware are quoted before they start, or billed at the rates below. That is the only thing that ever lands on a separate invoice.
Hourly rates
For projects and out of scope work only. Incidents on anything we monitor are covered by your agreement, including overnight and at the weekend.
| Rate | With agreement | Without |
|---|---|---|
| Business hours Mon to Fri, 9am to 5pm | $120/hr | $150/hr |
| After hours Outside 9am to 5pm, plus weekends and public holidays | $180/hr | $220/hr |
| Emergency Two hour minimum | $240/hr | $300/hr |
All rates in AUD and exclude GST.
Questions we get asked
What is actually included?
Nineteen things, all in the standard agreement rather than a premium tier: support, a named technician, response times, after hours cover on critical alerts, portal access and 24/7 monitoring; a 24/7 cyber security team, managed endpoint protection, email filtering, web protection, DNS health monitoring, dark web monitoring and staff security awareness training; daily cloud server backups, daily Microsoft 365 backups, patching, preventive maintenance, documentation and Technology Business Reviews. The full list is set out on this page.
What is not included?
Projects and out of scope work: migrations, rebuilds, new sites, hardware supply. Those are quoted up front or billed at the agreement hourly rate, which is published rather than hidden, so you know before the work starts instead of after. Day to day support, and the monitoring, alerting and security that run outside business hours, are not in that category.
Is there a minimum term?
Yes, twelve months. We would rather say so than bury it. Getting an environment from wherever it is now to properly monitored, patched and documented is front loaded work, and a three month agreement means doing it and handing it straight to the next provider.
How is it priced?
Per user, per server and per site, from $119 per user per month excluding GST, so it tracks what you actually run rather than a flat figure that happens to suit us. One predictable monthly amount, with every inclusion and exclusion written down before you sign.
We already have internal IT. Does this still work?
Very well, and it is one of the more common ways we are used. What it looks like depends on what you are trying to get out of it and how big you are. Where there is already someone internal, most businesses use us as an escalation point and hand over the parts that are difficult for any one person to cover: 24/7 monitoring and alerts, patching, the security stack, backups and after hours. Your own people get their time back for the work only they can do, and they stop being a single point of failure the week they take leave. Where there is nobody internal, we are it.
What happens if something goes down outside business hours?
That depends on what went down, and the difference is worth being straight about. Monitoring runs continuously and the cyber security team does not stop at 5pm, so an alert on something we watch, a server that has stopped, a network down, a security event, gets picked up and dealt with that evening rather than waiting for the morning. A support request is a different thing. Log a ticket at 7pm because a program is behaving oddly and it is looked at the next business day. We do not sell formal 24/7 support and we would rather say so than imply it, because a response time nobody could hold every night of the year is worth less to you than an honest one. What genuinely runs around the clock is the monitoring, the alerting and the security, which is the part that stops a bad night turning into a bad week.
We are on the Gold Coast but have staff elsewhere. Does that work?
Yes. On site covers Tweed Heads through the Gold Coast and up to Brisbane, and remote support covers the rest of Australia. Whichever it is, the person on the other end is here rather than offshore.
Let's have a look at your setup.
Thirty minutes, no obligation, plain answers. We will go through what you are running now and what it would take to have it looked after properly.
Or send us a message
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Somebody will read this properly and come back to you. We get back to you within one business hour, Mon to Fri, and if you have sent it in the evening or over the weekend it will be the next business morning.
If something is down right now, do not sit and wait on us. Ring 1300 025 110 and we will pick it up.
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