Managed IT
The day-to-day, handled before you notice it. One service desk, one monitoring platform, one patch schedule and one monthly report covering every asset you own.
Break-fix is not cheaper. It is just billed later
An hourly provider makes money when your environment misbehaves. That is not a conspiracy, it is arithmetic — and it explains why the patching never quite gets done and the documentation never quite gets written.
We are paid a fixed amount per seat per month. Every ticket we prevent is time we get back, so preventing them is the whole business model. It also means you can raise a ticket for something small without a conversation about whether it is worth the money.
What that looks like in practice: patch compliance reported monthly, an asset register that matches reality, documentation written as work happens rather than at handover, and a quarterly review where we go through the ticket data with you.
Nine things, every month, for every seat
No line items you have to ask for. If it appears here, it is in the base agreement.
- Service desk
- Unmetered support by phone, email and portal for every user. Australian-based engineers, business hours as standard and 24/7 on the Complete tier and above. Tickets are triaged, categorised and reported on — you can see what your people are actually asking for.
- Monitoring & alerting
- Agents on servers, endpoints and network devices watching disk, memory, service health, certificate expiry, backup status and hardware warnings. Alerts route to a human, not to an inbox nobody reads.
- Patch management
- Operating system and third-party application patching on a defined schedule, with a test ring before general release, a documented exception process and a compliance percentage reported monthly against the Essential Eight timeframes.
- Endpoint protection
- Next-generation antivirus and EDR deployed, tuned and monitored. Detections are investigated by us, not forwarded to you with a request that you decide.
- Identity & access administration
- Onboarding, offboarding and role changes handled to an agreed checklist, including licence assignment, group membership, mailbox delegation and — critically — the revocation steps that usually get missed when someone leaves.
- Network & connectivity
- Firewall, switching and wireless configuration, firmware currency, VPN and remote access, plus liaison with your carrier when the fault turns out to be theirs.
- Server & infrastructure
- On-premises, co-located and Azure workloads: capacity, health, patching, certificate lifecycle and end-of-life tracking, so hardware and operating systems are replaced on a plan rather than after a failure.
- Vendor management
- We deal with your line-of-business software vendors, your ISP and your printer company on your behalf, and we keep the ticket open on our side until it is resolved on theirs.
- Documentation & reporting
- A living runbook of your environment, an asset register, and a monthly report covering tickets, patch compliance, backup success, security posture and anything we want to raise before it becomes a project.
Response targets, written into the agreement
A target you cannot see is a target nobody is held to. Ours are in the schedule, they are reported against every month, and missing them has commercial consequences for us.
| Priority | Definition | Respond | Target resolution |
|---|---|---|---|
| P1 — Critical | Whole site or business-critical system down, or a confirmed security incident | 15 minutes | 4 hours |
| P2 — High | A team blocked, or a system degraded with no workaround | 1 hour | 8 business hours |
| P3 — Moderate | One user blocked, or a system degraded with a workaround in place | 4 business hours | 2 business days |
| P4 — Request | New starter, access change, hardware request, how-to question | 8 business hours | 5 business days |
Scroll the table sideways to see every column.
Response targets shown are for the Fortified tier. Essential and Complete tiers carry longer P1 targets — the table on the services overview sets out the difference.
What is not included, said plainly
Every managed service has boundaries. Providers who will not name theirs are the ones whose invoices surprise you.
- Project work. Migrations, office moves, new site builds and major upgrades are scoped and quoted separately.
- Hardware and licences. Supplied at cost plus a stated margin, never bundled into the seat price to obscure it.
- Third-party application development. We manage the vendor relationship; we do not write your line-of-business software.
- Environments we have not assessed. We will not take on infrastructure sight-unseen and then bill you for its condition.
- Out-of-support systems beyond an agreed remediation window — we will help you plan the exit, not pretend the risk is not there.
- Physical cabling and electrical work. Coordinated by us, performed by a licensed trade.
What people ask before signing
How long does transition from our current provider take?
Four to six weeks for a typical 50–250 seat environment, longer for multi-site or regulated environments. We run in parallel with your incumbent for the first two weeks so nothing depends on their goodwill during handover, then cut over the service desk once documentation, monitoring and backup are verified on our side.
If your incumbent is uncooperative — it happens — we rebuild the documentation from the environment itself. It takes longer, and we will tell you upfront if that is what we are looking at.
Do we have to replace our existing tools?
Not automatically. We have standards because supporting eleven different antivirus products badly serves nobody, but if you have a tool that works and your team knows it, we will assess it on merit and tell you honestly whether replacing it is worth the disruption.
Is support genuinely unlimited?
Unmetered within scope, which is not quite the same word. There is no ticket allowance and no block-hour drawdown. What sits outside is project work and the boundaries listed above — and those are named in the agreement, not discovered on an invoice.
What happens if we want to leave?
Twelve-month initial term, then month to month with 60 days' notice. Exit assistance is priced in the agreement before you sign it: documentation handover, tenant admin transfer, agent removal and a knowledge transfer session with the incoming provider. Your data and documentation are yours throughout.
Who actually answers the phone?
An engineer in Australia who has access to your documentation. Not an offshore triage layer whose job is to take a message. On the Fortified tier you also get a named technical account manager who knows your environment without reading about it first.
See your environment the way we would
Two weeks, a fixed fee, a written position. Yours to keep whether or not you engage us.