Managed services questions, answered
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What is a managed service provider?
A managed service provider (MSP) looks after a business's IT for a fixed monthly fee. That usually covers the help desk, maintenance, security, backups and planning, so problems are prevented as well as fixed.
What do managed IT services cost in Melbourne?
Fully managed IT in Melbourne generally runs from $110 to $220 per person per month, depending on what is bundled. Ours is $150 per user, per month, with Microsoft licences and hardware passed through at cost.
What does $150 per user actually cover?
The help desk, security including the 24/7 SOC, device management through Intune, Microsoft 365 backup with scheduled restore tests, monitoring, monthly reporting, and projects scoped in the quarterly roadmap. There are no per-ticket charges and no after-hours loading.
What costs extra?
Hardware and Microsoft licences. We resell both at cost with zero markup, and licences are passed through at our Microsoft CSP price.
Is break-fix cheaper than a managed service provider?
Under about five staff, break-fix usually costs less, and we will tell you so. As a business grows and depends more on its systems, a fixed fee that includes security, backup and prevention tends to make more sense.
How quickly do you respond?
We respond within 15 minutes when a whole team is stopped, within 30 minutes when one person is stopped, and on the same business day for everything else. Security alerts are triaged 24/7, weekends included.
What are your hours?
Monday to Friday, 8:30am to 5:30pm Melbourne time. Security monitoring runs 24/7.
Do you come onsite?
Yes. Most issues are fixed remotely within the hour, and we schedule onsite visits across greater Melbourne, along with office moves, fitouts and new sites. We also support businesses in Sydney, Brisbane, Adelaide and regional Victoria remotely.
Are we locked into a contract?
No. The agreement is month to month, six pages long and written in plain English. A month's notice ends it, there is no exit fee, and we hand over all credentials, documentation and configuration records.
Will our current MSP have to cooperate for us to switch?
No. The changeover works without your current provider's cooperation. It starts with a free read-only assessment, and the findings are yours either way.
Can you work with our internal IT person?
Yes. We work alongside internal IT staff, adding tooling, security monitoring and extra hands while they keep the business knowledge.
What size of business do you suit?
Mostly businesses with 10 to 150 staff. Under about five staff, break-fix usually costs less.
Still have a question?
Give us a rough headcount and a picture of your current setup. We reply within one business day with a straight answer, including when we are not the right fit.