Question 1

What areas do you service?

Accepted Answer

We provide IT services throughout Australia, with offices in Sydney, Melbourne, and Brisbane. Our team can support clients nationwide through our remote capabilities.

Question 2

What industries do you specialise in?

Accepted Answer

We have expertise across multiple industries including healthcare, finance, manufacturing, education, legal, and professional services. Our team has experience with the specific IT requirements and compliance needs of each industry.

Question 3

What makes your company different from other IT providers?

Accepted Answer

Our approach combines technical expertise with a focus on business outcomes. We take the time to understand your business goals and challenges, then design IT solutions that directly support those objectives. We also pride ourselves on clear communication, proactive service, and building long-term partnerships with our clients.

Question 4

How do your managed IT services work?

Accepted Answer

Our managed IT services provide comprehensive support for your entire IT infrastructure for a fixed monthly fee. This includes proactive monitoring, maintenance, helpdesk support, and strategic planning. We become your IT department, handling everything from day-to-day issues to long-term technology planning.

Question 5

What cloud services do you offer?

Accepted Answer

We provide a full range of cloud services including cloud migration, Microsoft 365 implementation and support, Azure and AWS infrastructure management, cloud security, backup and disaster recovery, and ongoing optimisation of cloud resources to ensure you're getting the best performance at the optimal cost.

Question 6

What cybersecurity measures do you implement?

Accepted Answer

Our cybersecurity approach includes multiple layers of protection: advanced firewalls, endpoint protection, email security, multi-factor authentication, regular security assessments, employee security awareness training, and incident response planning. We take a comprehensive approach to ensure your data and systems are protected from evolving threats.

Question 7

Do you provide IT consulting services?

Accepted Answer

Yes, we offer strategic IT consulting to help businesses align their technology with their business goals. This includes IT roadmapping, technology selection, digital transformation planning, IT budgeting, and compliance consulting. Our experienced consultants can help you make informed decisions about your technology investments.

Question 8

How quickly can you respond to IT issues?

Accepted Answer

Our standard response time for critical issues is within 1 hour. For non-critical issues, we typically respond within 4 business hours. We also offer customised SLAs based on your business needs and the criticality of different systems.

Question 9

Do you offer support outside business hours?

Accepted Answer

Yes, we provide 24/7 support for critical systems and infrastructure. Our after-hours emergency support ensures your business operations remain uninterrupted, even outside of standard business hours. This service is particularly valuable for businesses that operate around the clock or have international operations.

Question 10

How do we contact your support team when we have an issue?

Accepted Answer

We offer multiple support channels for your convenience: phone, email, and a dedicated client portal for ticket submission and tracking. Our clients also have access to a dedicated account manager who understands your business and can provide personalised assistance when needed.

Question 11

Can you work with our existing IT team?

Accepted Answer

Absolutely. We offer co-managed IT services where we work alongside your internal IT staff, providing specialised expertise, additional resources, or after-hours support as needed. This arrangement allows your internal team to focus on strategic initiatives while we handle specific areas or provide overflow support during busy periods.

Question 12

How long does it take to onboard as a new client?

Accepted Answer

Our typical onboarding process takes 2-4 weeks, depending on the size and complexity of your environment. This process includes a thorough assessment of your current infrastructure, documentation of your systems, implementation of our monitoring tools, and knowledge transfer from your previous IT provider. We have a structured onboarding process to ensure a smooth transition.

Question 13

Do you require long-term contracts?

Accepted Answer

We typically structure agreements as 12-month contracts, which allows us to properly invest in understanding your business and infrastructure. However, we also offer flexible options based on your specific needs and circumstances. Our goal is to earn your business through excellent service, not lock you into lengthy contracts.

Question 14

How do you structure your pricing?

Accepted Answer

For managed services, we typically offer a fixed monthly fee based on the number of users, devices, and the complexity of your environment. This predictable pricing model helps you budget effectively. For project work, we provide detailed quotes based on the specific requirements. We're transparent about our pricing structure and work to ensure you understand exactly what you're paying for.

Question 15

Are there any hidden fees or additional costs?

Accepted Answer

We pride ourselves on transparent pricing. Our managed services agreements clearly outline what's included and what would incur additional charges. While unexpected issues can sometimes arise that fall outside the scope of regular services, we always discuss these situations with you before incurring any additional costs.

Question 16

Do you offer different service tiers or packages?

Accepted Answer

Yes, we offer several service tiers to accommodate different business needs and budgets. These range from basic monitoring and maintenance to comprehensive managed services with strategic IT consulting. We can also create custom packages tailored specifically to your business requirements and objectives.

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