How we work
A proven process underneath. Plain English on top.
Certified engineers, a 10-minute response on every incident, and reporting a business owner can actually read.
When we’re on
Monday to Friday · Melbourne time
Service desk7am to 7pm, remote
Local engineers8:30am to 6pm, on-site
Security monitoring24/7, every client
Teams, phone or email. However you reach us, we log the ticket for you.
Reach us your way. Here’s what happens next.
-
0 min
Message, call or email
Message us in Microsoft Teams like a colleague, or call or email. A real person replies and logs the ticket for you.
-
10 min
An engineer responds
Every incident gets a first response from our engineers within 10 minutes, and work starts straight away.
-
If it’s complex
Your primary engineer takes over
The engineer who knows your setup, with your secondary engineer as backup and specialists on call. No re-explaining.
-
Same day
On-site if it needs hands
Local engineers across Melbourne, Mon–Fri 8:30am to 6pm.
How fast, in writing
Your SLA ranks every issue by business impact, and every one gets an engineer within 10 minutes. You can track every request live in your support portal.
| Priority | Example | Response | Target resolution |
|---|---|---|---|
| P1Critical | Whole business down or a security incident. | 10 min | [X] hrs |
| P2High | A team or key system can’t work. | 10 min | [X] hrs |
| P3Medium | One person affected, workaround exists. | 10 min | [X] hrs |
| P4Request | New user, access change, small project. | 10 min | [X] hrs |
Your year with us
Support is the day job. Planning is what keeps the day job quiet.
It all starts with a site audit.
Start a free Break-It Test online. Your report and confirmed price arrive the same day.