Your IT questions answered by someone who already knows you.

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.

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.

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.

For critical incidents, such as a server that's down or a network failure affecting the whole office, we target on-site attendance within 4 hours during business hours in the Adelaide CBD and metro area. Planned visits are scheduled to suit you, typically same-week for non-urgent requests. These commitments are written into your contract.

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.