IT Support · Help Desk · Remote & On-Site · Adelaide-based

Your IT questions answered by someone who already knows you.

When something goes wrong, you shouldn't have to explain your business from scratch. Our support team already knows your environment, your setup, and your people, remote when it's faster, on-site when it matters.

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ISO 27001 certified ISMS Response times written into your contract 35+ specialists on the bench

Service schedule · Help desk

Response times, in writing

P1 critical: 1 hour response, 4 hour resolution
P2 high: 2 hour response, 8 hour resolution
P3 medium: 4 hour response, 24 hour resolution
P4 low: 8 hour response, 40 hour resolution

What happens to a ticket

Logged
Prioritised
Worked
Reviewed

Not a bot. Not a stranger. Your team.

Every time you reach out, you're speaking to an engineer who already knows your environment. No scripts, no strangers on the phone, no explaining the same thing twice.

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Fast, thorough support, remote or on-site, no ticket limits.

Our support covers the full range of day-to-day IT, from password resets to hardware failures. We fix things remotely when that's faster, and show up in person when it genuinely needs hands in the room. Priced per device, not per ticket.

Phone, email & chat: reach us the way that suits you
Remote diagnostics: troubleshooting any device or software, fast
Account access: password resets, unlocks and access provisioning
Software management: installation, updates and licence management
Hardware & peripherals: printers, connectivity and equipment issues
Onboarding & offboarding: new starter setup and leaver processes
Microsoft 365: M365 and line-of-business application support
Security alerts: investigated and closed, not just acknowledged
On-site visits: hardware, infrastructure and anything remote can't fix
No ticket limits: no per-call charges, no surprises on your bill

Miss a target? You're credited 2% of your monthly fee for each breach, up to 25%. In writing, not just marketing copy. Good to know: help desk sits inside a full managed services engagement. The same team who answer your calls also monitor your environment around the clock, so they often know about problems before you do.

See the range for your size →

How it works

Simple by design. Resolved first time.

Getting help with your IT should never feel like navigating a bureaucracy. Here's what happens when you reach out.

You reach out

Call, email or chat, whichever works for you. You'll reach an engineer who knows your systems, not an automated phone tree.

We already know your setup

No explaining your environment from scratch. Your dedicated team has documented your systems, your preferences and your history, so we can get straight to work.

Problem solved, properly

We fix the root cause, not just the symptom. If the same issue keeps coming back, we close it off for good. Repeat tickets are a sign something deeper isn't right.

Remote when it's faster. On-site when it matters.

Remote support resolves most issues faster, but we're genuinely happy to be on-site when it makes sense. Some of our clients have us visit monthly to walk the floor, check in with staff and catch issues before they become tickets. Whether it's a scheduled visit or a same-day callout, we show up when you need us.

Hardware

Hardware failures & replacements

A failed server, dead switch, or workstation that won't come back. When physical kit is the problem, we're there to replace it, configure it, and get you running.

Infrastructure

Network & infrastructure changes

Cabling, firewall replacements, wireless access points, network segmentation: anything that requires hands on the physical layer of your environment.

Projects

New offices & relocations

Setting up a new site, moving premises or onboarding a new team. We plan, procure and deliver the full technology fit-out so you can walk in on day one and just work.

“The best helpdesk is one you barely notice, because things just work, and when they don't, they're fixed before you've had time to worry.”

Lewis Hanlon

Head of Services · InterIntra

Real results. Real businesses.

Two examples from our ongoing managed IT relationships, businesses that count on us to be there, every time.

Case study

Glenelg Community Hospital

Trusted IT partner to this SA community hospital for over 16 years. 24/7 remote support and proactive monitoring that keeps patient care uninterrupted.

16+ year partnership · 24/7 support

Case study

Pirate Life Brewing

Full MSP transition: decommissioning legacy systems, migrating to the cloud, relocating their office, and rolling out a 3CX phone system. All with minimal disruption.

Full MSP transition · Zero downtime

See all our work →

What makes the difference

Four things you can hold us to.

Every provider says their help desk is responsive. These are the parts that are written down, measured, or visible to you.

No ticket limits

Log as much as you need. Support is a fixed monthly fee per device, so nobody on your team has to weigh up whether an issue is worth raising.

An allocated team

The same people, who already know your environment, with escalation straight to senior engineers rather than a fresh set of introductions every time you call.

Targets in the contract

Response and resolution targets tiered by priority and written into your service schedule, with a credit of 2% of your monthly fee for a missed target, up to 25%.

You can see the queue

Every ticket, its priority and its clock are visible to you in the support portal, so the measurement does not depend on anyone's account of how the week went.

Help desk targets, in writing.

The same targets for every managed client. There is no premium tier that buys you the response you already thought you were paying for.

Response and resolution targets by priority, with the service credit that applies to a missed target.
Priority	Impact	Response	Resolution	Breach penalty
P1 Critical	Full outage or security incident	1 hour	4 hours	2% monthly credit
P2 High	Major function impaired	2 hours	8 hours	2% monthly credit
P3 Medium	Single user affected	4 hours	24 hours	2% monthly credit
P4 Low	How-to or minor request	8 hours	40 hours	2% monthly credit

Credits are capped at 25% of the invoice for the month. The credit matters less than what it does to us: once a missed hour costs the provider something, it stops being a customer service problem and becomes an operational one, and it gets staffed and escalated accordingly.

Targets cover help desk and remote response for managed clients under an active agreement. On-site attendance is included in every agreement with no callout fee, and it is booked in with you rather than run against a printed clock. Full terms sit in your service schedule.

From the moment you log it to the moment it's closed.

Every ticket is timestamped against its target the moment it lands, and the clock runs whether the week is going well or not.

01 · Phone, email or portal
Logged
However you raise it, it becomes a ticket with a timestamp and a priority, not a note in someone's inbox.
02 · By business impact
Prioritised
A full outage is a P1 whoever reports it. The category sets the clock, so the clock cannot be renegotiated afterwards.
03 · Allocated team first
Worked
Picked up by the team who know your environment, with escalation to senior engineers when it needs it rather than after you chase.
04 · Visible to you
Updated
Progress against the target is in the portal throughout, so "we'll look into it" is not the last thing you hear.
05 · Quarterly review
Reviewed
Recurring issues get looked at as patterns rather than repeat tickets, and that is what your business review covers.

Questions

Got questions? We have answers.

Something else? Call 1300 080 000.

How quickly will someone respond when I call or email?

Response times are tiered by priority and guaranteed in your contract. P1 Critical: 1 hour response, 4 hour resolution. P2 High: 2 hours / 8 hours. P3 Medium: 4 hours / 24 hours. P4 Low: 8 hours / 40 hours. Miss a target and you're financially compensated: 2% of your monthly fee per breach, up to 25%. That's in writing, not just marketing copy.

Is there a limit on how many support tickets we can raise?

No. Our per-device pricing means you pay the same each month regardless of how many requests you raise. There are no caps, no per-ticket charges, and no surprises. We're motivated to resolve problems thoroughly the first time so they don't come back, because repeat tickets cost us time too.

Do you provide support outside business hours?

Your environment is monitored continuously, alerts fire around the clock. For after-hours emergencies (server outages, security incidents, network failures) our on-call team is reachable Monday-Friday 6am-11pm and Saturday-Sunday 8am-6pm ACST. Standard requests are handled during business hours (Monday-Friday 8:30am-5pm ACST), with next-business-day follow-up for non-critical items logged outside those hours.

How quickly can you get someone to our office?

For critical incidents, such as a server that's down or a network failure affecting the whole office, the work starts remotely under the P1 target in your contract: a 1-hour response and a 4-hour resolution. If someone needs to be on site, attendance is included with no callout fee and booked in with you. Planned visits are scheduled to suit you, typically same-week for non-urgent requests.

When do you come on-site versus fix things remotely?

If we can diagnose and fix it remotely, we will, it's faster for you. On-site visits happen when a problem genuinely requires physical access: hardware replacement, cabling, network equipment, a new office setup, or when remote diagnostics have ruled out a software cause. We never send engineers on-site to run up hours.

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