IT Support
Technology shouldn't slow you down – it should accelerate your success. Our award‑winning IT support team takes comprehensive care of your technology infrastructure so you can focus on what matters most: growing your business and serving your customers. From individual desktops and mobile devices to complex server environments, networks, and cloud services, we're your single, reliable point of contact for all things IT.
The Cost of IT Downtime
Every minute your systems are down costs your business money, productivity, and customer trust. Industry studies show that small businesses lose an average of $8,000 per hour during IT outages, while larger organizations can lose tens of thousands per minute. Our proactive approach prevents most issues before they become problems.
Average hourly cost of IT downtime for small business
Of IT issues can be prevented with proactive monitoring
Our average response time for critical issues
Comprehensive IT Support Services
Our IT support encompasses every aspect of your technology environment, from the devices your team uses daily to the critical infrastructure that keeps your business running 24/7.
Desktop & End-User Support
- Windows, macOS, and Linux workstation support
- Software installation and configuration
- Hardware troubleshooting and replacement
- Mobile device setup and support (iOS/Android)
- Printer and peripheral device management
- User account creation and access management
- Performance optimization and tune-ups
- Data recovery and file restoration
Server & Infrastructure Support
- Windows Server and Linux server management
- Virtual server environments (VMware, Hyper-V)
- Storage systems and NAS/SAN management
- Network equipment configuration and monitoring
- Firewall and security appliance management
- Database administration and optimization
- Cloud infrastructure support (AWS, Azure, Google)
- Backup system monitoring and maintenance
Network & Communications
- Network design and implementation
- WiFi setup and optimization
- VPN configuration and management
- Voice over IP (VoIP) phone systems
- Network security monitoring
- Bandwidth management and QoS
- Remote access solutions
- Network documentation and mapping
Security & Compliance
- Antivirus and malware protection
- Security patch management
- Vulnerability assessments
- Compliance reporting and documentation
- Security awareness training
- Incident response and forensics
- Access control and identity management
- Data loss prevention strategies
Support Service Levels
We understand that different businesses have different support requirements and budgets. Our flexible service levels ensure you get exactly the right amount of support for your needs.
Break-Fix Support
- • On-demand support when you need it
- • No ongoing commitment required
- • Perfect for simple, one-off issues
- • Remote and onsite support available
- • Minimum 1-hour billing increment
Best for businesses with minimal IT needs or internal IT staff
Support Retainer
- • 8 hours of support included monthly
- • Priority response times
- • 25% discount on additional hours
- • Proactive system monitoring
- • Monthly technology reviews
- • Unused hours roll over (max 16 hours)
Perfect for growing businesses (10-25 employees)
Unlimited Support
- • Unlimited remote support calls
- • 24/7 emergency support hotline
- • Monthly onsite visits included
- • Comprehensive system monitoring
- • Technology roadmap planning
- • Vendor management included
Ideal for businesses heavily dependent on technology (25+ employees)
Response Time Guarantees
When technology issues arise, every minute counts. Our structured response time guarantees ensure your team gets back to work as quickly as possible.
Critical Issues (P1)
- • Complete system outage
- • Server or network failure
- • Security breach or malware
- • Response time: 15 minutes
- • Available 24/7/365
High Priority Issues (P2)
- • Individual computer problems
- • Software application issues
- • Email or communication problems
- • Response time: 2 hours
- • Business hours: 7 AM - 7 PM
Standard Issues (P3)
- • General questions and training
- • Password resets
- • Software installation requests
- • Response time: 4 hours
- • Business hours support
Enhancement Requests (P4)
- • New feature implementations
- • System upgrades and improvements
- • Planning and consultation
- • Response time: Next business day
- • Scheduled during business hours
Proactive Monitoring & Maintenance
Prevention is always better than cure. Our comprehensive monitoring systems watch over your technology 24/7, identifying and resolving potential issues before they impact your business.
What We Monitor
- Server performance and resource utilization
- Network connectivity and bandwidth usage
- Storage capacity and backup job status
- Security threats and suspicious activity
- Software license compliance and renewals
- Hardware health and error conditions
- Application performance and availability
- Environmental conditions (temperature, power)
Proactive Actions We Take
- Install critical security patches automatically
- Optimize system performance and clean up files
- Monitor and manage storage space usage
- Update antivirus definitions and run scans
- Check backup integrity and test restore points
- Review system logs for errors and warnings
- Plan capacity upgrades before limits are reached
- Provide monthly reports and recommendations
Our Support Process
Our structured approach ensures consistent, high-quality support delivery while maintaining clear communication throughout the resolution process.
Issue Logging
Call, email, or portal submission with automatic ticket creation
Prioritization
Automatic classification and assignment to appropriate technician
Initial Response
Acknowledgment and initial assessment within SLA timeframes
Resolution
Remote or onsite resolution with regular progress updates
Follow-up
Confirmation of resolution and documentation for future reference
Technology Expertise
Our certified technicians have deep expertise across all major technology platforms and vendors, ensuring comprehensive support regardless of your technology environment.
Operating Systems
- Windows Server 2016-2022
- Windows 10/11
- macOS and iOS
- Linux (Ubuntu, RHEL, CentOS)
- Android mobile devices
Business Applications
- Microsoft 365 & Exchange
- Google Workspace
- QuickBooks & MYOB
- Adobe Creative Suite
- Industry-specific software
Infrastructure
- VMware vSphere
- Microsoft Hyper-V
- Cisco & Ubiquiti networking
- SonicWall & Fortinet firewalls
- Dell, HP, Lenovo hardware
Cloud Platforms
- Microsoft Azure
- Amazon Web Services
- Google Cloud Platform
- Dropbox Business
- Various SaaS applications
Why Businesses Choose Our IT Support
- ✓Award-winning support recognized by industry peers and clients
- ✓Local Australian team with deep understanding of business needs
- ✓Transparent pricing with no hidden fees or surprise charges
- ✓Flexible contracts including month-to-month options available
- ✓Proactive approach prevents 75% of potential IT issues
- ✓Guaranteed response times with 24/7 critical issue support
- ✓Comprehensive expertise across all major technology platforms
- ✓Strategic technology guidance to support business growth
Ready to experience IT support that truly supports your business success? Our expert team is standing by to assess your current technology environment and recommend the perfect support solution for your needs. Let's work together to keep your technology running smoothly, securely, and efficiently. Contact us today to discuss how we can support your team and help your business leap ahead of the competition.
All response times quoted are for business hours (7 AM - 7 PM Monday-Friday) unless otherwise specified. Critical support available 24/7/365. Pricing excludes GST and travel charges may apply for onsite visits outside Brisbane metropolitan area.