Question 1

How much does IT support cost?

Accepted Answer

From $200 to $800 USD per month, or A$300 to A$1,100 per month. The lower end suits a small team needing response within a business day. The upper end covers monitoring, faster response times and proactive maintenance across several servers. Per-user pricing is available if you prefer a predictable number, and it usually works out better once you pass fifteen staff.

Question 2

What response time do we actually get?

Accepted Answer

Within four business hours for standard issues, one hour for anything that stops work across the whole team. Those are business-hours targets in Bangladesh time. This matters if you are in Sydney or London, because our working day overlaps yours for only part of it. For a genuine 24/7 commitment we would need to bring in a partner, and that changes the price, so we will not claim round-the-clock coverage we cannot staff.

Question 3

Do you need remote access to our machines?

Accepted Answer

For anything beyond advice, yes. We use a remote support tool with session logging, and access is granted per session rather than standing. You see when we connect and can end the session at any point. We do not install always-on agents on staff laptops without a written agreement, and we will not ask for domain administrator credentials to be shared permanently.

Question 4

Can you support Macs as well as Windows?

Accepted Answer

Yes. Windows is the bulk of what we support, and we handle macOS, including managed Apple IDs and the common MDM tools. Linux servers are routine. What we do not do is hardware repair: if a laptop needs a new keyboard or a screen, we diagnose it and you take it to a local repairer or claim the warranty.

Question 5

Is there a minimum contract term?

Accepted Answer

Three months, then monthly with 30 days' notice. The first month is usually disruption-heavy while we document your environment and fix the backlog, and a one-month trial would mostly measure that backlog rather than the steady state. We will show you the ticket data at the end of month two and you can judge whether the retainer is earning its keep.

Question 6

What is not covered by the monthly fee?

Accepted Answer

Hardware, software licences, cloud subscriptions and any project work. If you need a new server built, a migration planned or twenty laptops configured, that is project work quoted separately. Within the retainer we cover incidents, routine maintenance and small changes taking under an hour. Being clear about that line prevents the argument where a client expects a month-long migration inside a support fee.

Question 7

How do we hand over if we leave?

Accepted Answer

You get the ticket history exported, the knowledge base as documents, the asset ledger, and a written summary of the environment including passwords stored in your own vault. We will join a handover call with your new provider. Everything sits in your accounts from the start, so this is a documentation exercise rather than a negotiation.

IT support & helpdesk