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When your provider changes hands

Your IT provider has new owners. What changes for you?

Your contract has not changed. The company on the other end of it has. The people who knew your environment move on, the agreement gets rewritten at renewal, and decisions start being made somewhere you have never been. Most of the businesses that come to us after an acquisition say the same thing. They are dealing with a different company to the one they chose, and they feel forgotten about.

Book a Free IT Health Check See pricing What to check

Independently owned since 2006 ISO 27001 certified DISP member Free onboarding

Two InterIntra team members working through a document with a client

After an acquisition

The contract stays. The company does not.

In our experience the disruption is real, and it arrives quietly. Nothing is announced on the day. It shows up months later, at renewal, or the first time you need somebody who already knows how your environment is put together. The thing people say most often is that they feel forgotten about.

Who your account manager is

The person who knew your environment is usually the first thing to move. What replaces them is a queue. Ask who holds your account in six months, not who holds it today.

Who actually services you now

Two service desks become one, and yours is the one that got bought. Ask whether you are a priority to the new owner, or a name on a list that came with the deal. The answer tends to show up the first time something urgent goes wrong.

What the agreement says at renewal

New owners tend to standardise contracts. The terms you negotiated with the previous business are not guaranteed to survive the next renewal.

Where pricing decisions get made

An owner with a return to hit sets margin targets centrally. That is not a criticism, it is how the model works, and it is worth understanding before you sign again.

A transition run properly changes very little, and some are. But the pattern we see is a relationship turning into a line on somebody's account list. You are entitled to ask which one this is, and to get a straight answer before you renew.

Five minutes with your agreement

What to check before you renew.

This is worth doing whether or not anyone has been bought, and whether or not you ever talk to us. Most of it is in the first few pages of your agreement.

01

Who holds your documentation

The network diagram, the licence register, how everything is configured. If you cannot read it whenever you like, and take it with you if you go, leaving is expensive by design. Ask where it lives and who has access.

02

What happens when a target is missed

Most agreements state response times. Far fewer state a consequence. Look for what you are actually owed when one is missed, and whether the clause has a number in it or only an apology.

03

Your notice period and exit terms

How much notice you owe, what you are charged to leave, and whether the term rolls over automatically if you say nothing. A three year auto-renewal is a very different commitment to a twelve month one.

04

Whether the price is fixed for the term

Check what can move mid-term and on what notice. Licence costs passed through at cost still rise when the vendor raises them, which is fair enough, but a clause allowing a general fee increase is a different thing.

What you can hold us to

Independence only counts if it is in the contract.

We have never been sold and there is no parent company. Everything below is a term in the managed agreement, not a line on a website.

What that means in practice

Every line below is a term in the managed agreement, not a statement of intent.

Response targets written into your contract
A credit of 2% of the monthly fee when we miss one
A twelve month minimum term, not three years
Your documentation is yours, and leaves with you
A 90-day walk-away guarantee with free onboarding
A ticket portal with the SLA clock where you can see it

Independently owned since 2006, ISO 27001 certified and a DISP member, with teams in Adelaide and Brisbane. More about us.

About us

100% South Australian owned since 2006.

InterIntra started in Adelaide in 2006 and has never changed hands. We have no plans to. There is no parent company and no outside investor, so nobody sets our service levels or our margin targets from another city. When you ask who decides something here, the answer is a person you can get on the phone.

The InterIntra team working through a client environment in a boardroom — Adelaide, 2006

Started here and still owned here, through twenty years, a pandemic and whatever the market did in between. The people who set the service standard are the people who own the business.

InterIntra consultants mapping a network architecture on a whiteboard — Two offices, same owners

A Brisbane team opened in 2026, which is the only structural change we have made in twenty years. Growing added an office. It did not add an owner.

Two InterIntra help desk engineers working through a ticket at a workstation — Nobody learns you twice

An allocated team learns your environment and stays with it, backed by a bench of 35 specialists. They do not get reshuffled every time the company changes, because the company has not changed.

ISO 27001 certified and a DISP member, with twenty case studies across brewing, finance, health, local government, education and retail. More about us or meet the team.

If you want out

We have done this before. Onboarding is on us.

We have taken on businesses from previous MSP acquisitions, so the handover is something we have run rather than something we are guessing at. Onboarding is free for businesses impacted by an MSP acquisition. Not discounted, not waived on condition, just free, and it is around $6,000 of work. Zoe runs it end to end and it typically takes under 30 days. Most of that work is ours, including dealing with your outgoing provider for documentation, licences and access, so you are not left negotiating your own exit.

It is also, on the evidence so far, considerably less painful than being supported by an organisation in the middle of being acquired.

Zoe Gardner Project Coordinator · runs your onboarding end to end

Start with thirty minutes, not a proposal.

A straight answer on whether moving is worth it for you, including if the answer is no.

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$0

What onboarding costs you

$6,000+

What that work is worth

Under 30 days

Typical transition

90 days

To walk away, no penalty

The financial guarantee

SLA targets matrix.

Response and resolution targets written directly into your contract. 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 level, with the service credit that applies to a missed target.
Priority level	Description	Response guarantee	Resolution target	Breach penalty
P1Critical	Full outage or security incident	1 hour	4 hours	2% monthly credit
P2High	Major function impaired	2 hours	8 hours	2% monthly credit
P3Medium	Single user affected	4 hours	24 hours	2% monthly credit
P4Low	How-to or minor request	8 hours	40 hours	2% monthly credit

Credits are capped at 25% of the invoice for the month. Each missed target carries a credit of 2% of your monthly fee, to a maximum of 25% per invoice. 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 apply to help desk and remote response for managed services clients under an active agreement. On-site attendance across metropolitan Adelaide is included with no callout fee, booked in with you rather than run against a printed clock. Full terms sit in your service schedule, and we walk you through them before you sign anything.

Some of the 200+ organisations we support

McMahon Services

Harrison McMillan

National Jet Express

Pirate Life Brewing

Royal Adelaide Hospital

Swanbury Penglase

Glenelg Community Hospital

The Barossa Council

Australia Day Council SA

The Jewellery Group

McMahon Services

Harrison McMillan

National Jet Express

Pirate Life Brewing

Royal Adelaide Hospital

Swanbury Penglase

Glenelg Community Hospital

The Barossa Council

Australia Day Council SA

The Jewellery Group

4.8 from 45 Google reviews

Before you sign anything

Hear it from both sides.

What we promise

Alex Macklin, CEO — “3 things to demand before you sign.” A real SLA, pricing you can predict, and someone who is actually accountable. Fifty seconds.

A contractual, financial SLAResponse targets written in, with a credit if we miss one.
Pricing you can predictA fixed monthly rate that does not move when something breaks.
Someone actually accountableAn allocated team who know your environment, not whoever is free.

What clients found

General Manager, Loadex Hire Transport & equipment hire · switched from a previous provider

Ally Duncan, Chief Operating Officer Arteva Funding · switched from a legacy MSP

Ready to switch?

Ready for IT support that puts money behind its promises?

Thirty minutes, no obligation, and a straight answer either way. If switching isn't worth it for you, we'll tell you that.

Where you're at now. Your setup, what keeps breaking, what you're paying, and what's actually in your existing agreement.
What we'd change first. The gaps we'd close in your first 30 days, and where we'd look for licence and automation savings.
Whether switching is worth it. If it's yes, a timeline and a fixed per-user price before you commit to anything.

Alex Macklin

Cameron Weymouth

Lewis Hanlon

Matt Payze

Our team's looking forward to meeting you. Say hello, we'll take it from there.

Prefer to talk? Call 1300 080 000 — Mon–Fri, 8:30 am–5:00 pm Adelaide time.

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