Monitoring & patching
Asset inventory, health monitoring, automated patching of Windows, macOS and Linux plus 200+ third-party apps. Automated remediation for the common Windows server and desktop faults so you don't find out about them at 9 AM.
Managed IT services · Perth · Australia-wide
A senior-led tech team 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, SLAs that actually count.
You get a named team led by at least one senior technician assigned to your account. They learn your environment, your staff, your vendors, and your quirks, and they stay on the account. You get a direct phone number that bypasses the reception desk and puts you straight through to them. If you ever want a different team, you ask in writing and we do our best to make it happen.
Remote support is unlimited. Onsite support is unlimited within our service area. Out-of-scope work (third-party product support where we provide an equivalent, project work beyond three business days, onsite outside the service area) is billed at a reduced $190/hour in 15-minute increments, quoted before we start.
| 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 |
Priority is set on urgency and impact. You can escalate any ticket as per our Master Terms of Service. SLA timers pause while we're waiting on a vendor or on you for information.
What's included
Microsoft 365, phones, internet, printing and monitoring in one accountable hand.
We'd rather run it all than stitch it together across vendors. One accountable team, with nowhere for a problem to fall between.
Microsoft 365 management
Licence management, Intune for devices, Secure Score monitoring, policy management. We're your Partner of Record and we configure the platform to our best-practice baseline, not whatever the last admin left behind.
Business internet
NBN or enterprise NBN installed, configured and monitored. Managed router. Unlimited bandwidth. SLAs from Best Effort up to 99.95 % uptime with a 4-hour fault response 24/7, matched to how critical the link is.
Cloud phone system
White-glove setup of call routing, IVR menus, ring groups, hot desking, call recording. Unlimited calls to local, mobile and national numbers. Configuration changes included forever.
Cloud printer management
Automatic printer deployment across sites, cloud printing from Windows, macOS, iOS, Chromebook and Android. Usage reporting on request. Supports the usual Brother/Canon/HP/Konica Minolta/Kyocera/Ricoh/Xerox fleets.
Domains, DNS, email auth
.com.au, .com, .net, .org and friends kept registered, protected from unauthorised transfer, with SPF, DKIM and DMARC configured properly so you're not being spoofed.
What's not included
Project work is scoped separately. On purpose.
Relocations, new fit-outs, new server deployments, cloud migrations, SharePoint intranet builds, network infrastructure rollouts, custom software: anything requiring more than three business days of coordinated effort is a project. We quote projects, we don't swallow them into the monthly.
Doing it any other way is how clients end up with MSPs either running out of hours on the big stuff, or padding the monthly fee to pre-cover projects that never arrive. Neither is fair. We'd rather quote honestly and let you decide.
If you have a project in mind, say so on the qualifier and we'll treat it as a scoping conversation.
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 SLAs run against business hours by default. Outside hours, critical incidents still reach the on-call team through the direct number, and we'll triage and contain. Extended 24/7 SLA coverage on the internet service and the security layer is included through the Silver and Gold NBN tiers and the 24x7 SOC. For full after-hours helpdesk response on other systems, we scope that as an extended-cover option, priced against actual need rather than a default fee.
- Can we keep our existing Microsoft 365 tenant, or do we need to migrate?
- Almost always we keep your existing tenant. We take over as your Partner of Record, audit the configuration against our best-practice baseline, and work through the gaps. Migration is only suggested if the current tenant has a structural problem (wrong region, heavily misconfigured identity, a bankrupt reseller) and we explain why before recommending it.
- How should we handle rolling out Microsoft 365 Copilot to staff?
- Carefully, and in a specific order. Copilot has access to everything a user has access to, which exposes the access-permissions debt you already have (the over-shared SharePoint sites, the mailboxes with broader permissions than anyone realised). Before rolling it out, we audit access, tighten sensitivity labels, and stage a pilot. Most businesses that just enable Copilot without this groundwork end up with staff seeing data they shouldn't. 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 issue isn't the model; it's what data staff paste into free consumer versions, and whether the vendor trains on your inputs. We help clients pick an enterprise tier (ChatGPT Business, Claude for Work, or Copilot depending on the rest of the stack), write a short acceptable-use policy, and block the free tiers at DNS level. The goal is "use the approved tool, here's how", not "don't use AI" which never works.
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.