What happens if we have a Priority 1 outage outside business hours?

Priority 1 timers run against business hours by default. Outside hours, a critical incident still reaches the on-call team on the direct number, and we triage and contain it. The Silver and Gold NBN tiers and the 24/7 security operations centre (SOC) cover the internet link and the security layer at any hour. Want full after-hours helpdesk cover on everything else? We scope it and price it against what you actually need.

Can we keep our existing Microsoft 365 tenant, or do we need to migrate?

Almost always you keep the tenant you have. We take over as your Partner of Record, audit the configuration against our own baseline, and work through the gaps. Migration only comes up when the tenant has a structural problem: the wrong region, badly misconfigured identity, a reseller that has gone under. We explain why before we recommend it.

How should we handle rolling out Microsoft 365 Copilot to staff?

Carefully, and in a specific order. Copilot can reach everything the person using it can reach. That means it surfaces the sharing mess you already have: the over-shared SharePoint sites, the mailboxes open to more people than anyone realised. Before rollout, we audit who can see what, tighten the sensitivity labels, and run a pilot group. Switch it on without that groundwork and staff start seeing files they should not. We treat it as a project, not a checkbox.

Can our staff safely use ChatGPT, Claude, or other AI assistants for work?

Yes, with guard-rails. The risk isn't the model. It's what staff paste into the free consumer versions, and whether the vendor trains on those inputs. You pick an enterprise tier with us: ChatGPT Business, Claude for Work, or Copilot if the rest of your stack is Microsoft. We write a short acceptable-use policy and block the free tiers at the DNS level. Banning AI outright never works. Telling people which tool to use, and how, does.

Managed IT, with a senior technician on a direct phone line.

When a staff member rings, they get through to someone who already knows your environment, not a ticket queue and a scripted triage. That's the whole premise.

How the helpdesk works

Dedicated team, direct number, service level agreements that actually count.

You get a named team with at least one senior technician on it. They learn your environment, your staff, your vendors and your quirks, and they stay on the account. Your direct number bypasses the reception desk and rings them. Ask in writing for a different team and we will do our best to make it happen.

Remote support is unlimited. So is onsite support inside our service area. Anything out of scope is billed at our hourly rate, in 15-minute increments and quoted before we start. That covers third-party products where we provide an equivalent, project work beyond three business days, and onsite visits outside the service area.

Priority	Response
Priority 1 (critical outage)	Within 1 business hour
Priority 2 (high impact)	Within 4 business hours
Priority 3 (medium)	Within 1 business day
Priority 4 (low)	Within 2 business days
Priority 5 (very low)	Best effort

What's included

Microsoft 365, phones, internet, printing and monitoring, run by one team.

Say the contact form on your website stops sending leads through. Is that your web designer, your host, your domain provider, or your internet connection? Most businesses spend longer working out whose fault it is than the fault takes to fix, while each vendor points at the next. We'd rather own that mess. One team with visibility over every piece means we find it and fix it in minutes, not days.

Fixed before you notice

Asset inventory, health monitoring and automated patching for Windows, macOS, Linux and 200+ third-party apps. The common faults get caught and fixed automatically, so most of the time you hear about them only after they're already sorted.

Your tenant, managed properly

We manage and secure the Microsoft 365 tenant you already pay for. Device control through Intune, Secure Score monitoring, and policy set to our own baseline, not whatever the last admin left behind. Licences themselves are billed by Microsoft, not us.

When it drops, it's on us

Your NBN or enterprise NBN connection is installed, configured and monitored for you, with a managed router and unlimited bandwidth. If it drops, we're already on it, with 4-hour fault response around the clock and uptime targets up to 99.95%.

Phones that just work

Call routing, menus, ring groups, hot desking and call recording, set up and left working. Unlimited calls to local, mobile and national numbers, and changes stay included for the life of the service.

Printers nobody has to babysit

Printers deployed automatically across every site, with cloud printing from Windows, macOS, iOS, Chromebook and Android. Works with the fleet you already own: Brother, Canon, HP, Konica Minolta, Kyocera, Ricoh and Xerox.

Never quietly expires or gets hijacked

Your .com.au, .com, .net, .org and similar names stay registered and locked against unauthorised transfer, with DNS records managed properly. Email authentication (SPF, DKIM and DMARC) is set up so your domain is harder to spoof.

What's not included

Project work is scoped separately. On purpose.

Anything that takes more than three business days of coordinated effort is a project. Relocations, fit-outs, server deployments, cloud migrations, SharePoint intranet builds, network rollouts, custom software. We quote those separately rather than swallow them into the monthly fee.

You have probably seen the alternative. A managed service provider (MSP) runs out of hours on the big jobs, or pads the monthly fee to pre-cover projects that never arrive. Neither is fair on you. You get the quote, and you decide.

Have a project in mind? Say so on the qualifier and we'll treat it as a scoping conversation.

See if we're a fit

Common questions

SLAs, Microsoft 365, and the AI questions we hear weekly.

What happens if we have a Priority 1 outage outside business hours?: Priority 1 timers run against business hours by default. Outside hours, a critical incident still reaches the on-call team on the direct number, and we triage and contain it. The Silver and Gold NBN tiers and the 24/7 security operations centre (SOC) cover the internet link and the security layer at any hour. Want full after-hours helpdesk cover on everything else? We scope it and price it against what you actually need.

Can we keep our existing Microsoft 365 tenant, or do we need to migrate?: Almost always you keep the tenant you have. We take over as your Partner of Record, audit the configuration against our own baseline, and work through the gaps. Migration only comes up when the tenant has a structural problem: the wrong region, badly misconfigured identity, a reseller that has gone under. We explain why before we recommend it.

How should we handle rolling out Microsoft 365 Copilot to staff?: Carefully, and in a specific order. Copilot can reach everything the person using it can reach. That means it surfaces the sharing mess you already have: the over-shared SharePoint sites, the mailboxes open to more people than anyone realised. Before rollout, we audit who can see what, tighten the sensitivity labels, and run a pilot group. Switch it on without that groundwork and staff start seeing files they should not. We treat it as a project, not a checkbox.

Can our staff safely use ChatGPT, Claude, or other AI assistants for work?: Yes, with guard-rails. The risk isn't the model. It's what staff paste into the free consumer versions, and whether the vendor trains on those inputs. You pick an enterprise tier with us: ChatGPT Business, Claude for Work, or Copilot if the rest of your stack is Microsoft. We write a short acceptable-use policy and block the free tiers at the DNS level. Banning AI outright never works. Telling people which tool to use, and how, does.

The qualifier

Let's see if we're a fit.

Seven questions, one moment of your time. We'd rather tell you now than three months in.