Frequently asked
Questions, answered.
The questions we hear most often from businesses considering managed IT. If yours isn't here, get in touch. We'd rather answer it directly than guess.
What's an Evaluation, and how much does it cost?
An Evaluation is our paid strategic IT review. It's expert-led, with a detailed report and strategy you can use whether you work with us afterwards or not. It covers hardware, cloud, services and software, telephony, security, and networks. Pricing starts from $1,500+GST depending on the complexity of your environment. If you proceed to Managed Services, the Evaluation fee is credited to your first month.
What does managed IT actually cost?
Managed IT is usually priced per user, per month, with the exact number depending on the service tier and how much of your environment we're managing. We don't publish pricing because every business is different. A 15-person legal firm has different needs to a 50-person construction company. We'll give you a clear, fixed quote after the Evaluation.
How does onboarding work?
Typical onboarding takes 4-6 weeks. Week 1-2 is discovery, where we audit your environment, document everything, and identify risks. Week 3-4 is transition, when we take over monitoring, helpdesk, and backups. Week 5-6 is stabilisation: we tune alerts, close out inherited issues, and brief your team. You'll have a named contact and a clear runsheet throughout.
Do you offshore any of your support?
No. Every engineer, every helpdesk person, every manager is on our payroll and based on the Gold Coast or in Toowoomba. No offshoring, no outsourcing. When you call, you speak to someone who lives within an hour of your office.
What happens if we want to leave?
Everything we build is yours. All documentation, passwords, configurations, and accounts transfer to you or your next provider. We don't hold data or systems hostage. We'd rather you leave on good terms and come back later than feel trapped.
Are you locked to specific vendors?
We work with the vendors we trust most: Microsoft, Sophos, Lenovo, Veeam, 1Password, Yealink, and Cisco, each chosen because they've proven reliable across our client base. If you have existing contracts or preferences, we work around them.
Do you work with businesses outside Queensland?
Our offices are on the Gold Coast and in Toowoomba, and we serve clients across South East Queensland - including a sizeable Brisbane client base. We do support interstate sites for existing clients, but for new clients, we're typically the best fit if you're in our service region or have a Queensland HQ.
What if something breaks outside business hours?
We operate business hours (Monday-Friday, 8:30 am - 5:00 pm AEST) with emergency support available for existing managed clients. Critical incidents (ransomware, major outages) are covered regardless of hour. Need coverage outside those hours? We can structure agreements for that.
Do you handle procurement?
Yes. We source hardware, software licensing, and service contracts on your behalf, often at better rates than retail.
Can we speak to a current client?
Yes, after our initial conversation we can arrange references, usually from clients in a similar industry or of a similar size to you. We don't publish client lists for confidentiality reasons.
What size businesses do you work with?
Our typical client staff count starts from 10 users, with most of our clients in the 20-100 staff range, and our largest clients in the 500+ staff range. If you're outside this range, talk to us - we'll be honest about whether we're the right fit.
Is our data secure when you have access to our systems?
Yes. Every member of our team undergoes background checks before they're given access to anything. When we work on your systems, that access is protected by MFA, logged, monitored, and limited strictly to what's needed for the job. We've been doing this since 1993 without a material incident affecting a client.
Still wondering?
Ask us directly.