No—think of us as an extension of your team. You approve every change and have full dashboard visibility.
Can you support regional WA sites?
Yes. Remote tools handle 95 % of issues; for the rest we dispatch engineers or trusted field partners.
What if we already have an internal IT person?
We complement in-house staff by taking routine monitoring, patching and after-hours calls off their plate.
How long does onboarding take?
Typical onboarding is 10–14 calendar days for up to 50 users. Larger or multi-site environments may run 3–4 weeks, especially if legacy hardware needs remediation. We schedule work after hours where possible to avoid disruption.
What hours does your service desk operate?
Core coverage is 7:00 am – 6:00 pm AWST, Monday–Friday. After-hours critical incidents are handled by our on-call engineer with a 30-minute response SLA for Complete-tier clients (optional add-on for other tiers).
Do you supply and manage hardware?
Yes. We can source desktops, laptops, servers and network gear from tier-1 vendors, handle warranty claims, and maintain an asset register with lifecycle alerts so you’re never blindsided by end-of-life hardware.
Can you manage Macs, Linux or mobile devices?
Absolutely. Our RMM platform supports Windows, macOS, major Linux distros and both iOS/Android. We enforce MDM policies, patch schedules and security baselines across all device types.
What compliance frameworks do you support?
Our processes align to ACSC Essential Eight, ISO 27001 controls, GDPR data-handling principles and PCI-DSS patch cadence. We can prepare evidence packs or assist during external audits.
What happens if we outgrow the service?
We scale with you. As you add staff or open new offices we simply adjust the per-user licensing and—if needed—deploy extra on-site resources in Perth or regional WA. No need to re-negotiate a new contract every time you expand.
How do you handle third-party software vendors?
We act as your single point of contact—opening tickets, chasing escalations and translating “vendor-speak” into plain language. This is included in Standard and Complete tiers.
What if we already have an internal IT manager?
We become their force-multiplier. Routine patching, monitoring and after-hours calls shift to us, while your internal team focuses on higher-value initiatives. We offer co-managed tool access and shared documentation so everyone stays aligned.
How do backups work and where is our data stored?
Backups are encrypted end-to-end and replicated to an immutable object-storage vault in an Australian data centre (optional secondary copy in another region). We test restores monthly and provide a report confirming RPO/RTO compliance.
What’s your average response and resolution time?
Last quarter we averaged 22 minutes to first response and 3 hours 12 minutes to resolution for priority-2 tickets—metrics independently pulled from our PSA system and shared in your monthly report.
Still have questions?
Book your free 30-minute audit or call 0434 131 763—we’re happy to dive into specifics for your environment.
