Question 1

What areas do you service?

Accepted Answer

We proudly service businesses across South East Queensland including Ipswich, Toowoomba, Warwick, Beaudesert, Boonah, Fernvale, Lockyer Valley, Springfield, and surrounding regions. For remote support, we can assist businesses anywhere in Australia.

Question 2

Do you offer after-hours support?

Accepted Answer

Yes! We understand that IT issues don't always happen between 9 and 5. We offer after-hours and emergency support for our managed service clients. Contact us on 1300 250 319 for urgent assistance outside business hours.

Question 3

How quickly can you respond to an IT emergency?

Accepted Answer

For our managed service clients, we aim to respond to critical issues within 30 minutes. For standard support requests, we typically respond within 1-2 hours during business hours. Remote support is often available within minutes.

Question 4

Do you offer fixed-price IT support plans?

Accepted Answer

Yes, we offer fixed-price managed IT support plans that give you predictable monthly costs. These plans include unlimited remote support, proactive monitoring, security updates, and regular system maintenance. Contact us for a customised quote based on your business needs.

Question 5

Can you help us migrate to Microsoft 365?

Accepted Answer

Absolutely! We're Microsoft 365 specialists and have migrated hundreds of mailboxes for businesses across South East Queensland. We handle everything from planning and DNS configuration to data migration and user training, ensuring a smooth transition with minimal disruption.

Question 6

What cybersecurity measures do you implement?

Accepted Answer

We take a multi-layered approach to cybersecurity including endpoint protection, email security, firewall management, backup and disaster recovery, dark web monitoring, and security awareness training. We tailor our security solutions to your specific business needs and compliance requirements.

Question 7

Do you sell and set up hardware?

Accepted Answer

Yes, we supply and configure all types of business hardware including computers, laptops, servers, printers, routers, switches, access points, and more. We source equipment from trusted Australian distributors at competitive prices and handle the complete setup and deployment.

Question 8

Can you help with a new office setup or relocation?

Accepted Answer

Definitely! We specialise in office IT fit-outs and relocations. We'll plan your network infrastructure, set up your internet and phone systems, deploy workstations, configure printers and peripherals, and ensure everything is working perfectly before your team arrives.

Question 9

What is VoIP and how can it benefit my business?

Accepted Answer

VoIP (Voice over Internet Protocol) replaces traditional phone lines by routing calls over the internet. Benefits include significant cost savings (up to 60%), advanced features like auto-attendant and call routing, mobile apps so you can take calls anywhere, and easy scalability as your business grows.

Question 10

Do you provide website hosting?

Accepted Answer

Yes, we offer Australian-hosted web hosting solutions including WordPress hosting, domain registration, SSL certificates, daily backups, and website security monitoring. All hosting plans include local support from our team.

Question 11

How do your backup solutions work?

Accepted Answer

We implement automated backup solutions that protect your critical business data. This includes local backups for fast recovery, cloud backups for disaster recovery, and Microsoft 365 cloud-to-cloud backups. All backups are encrypted and monitored to ensure they complete successfully.

Question 12

Is there a lock-in contract?

Accepted Answer

We offer flexible arrangements to suit your business. While our managed service plans typically run on a monthly basis, there are no long-term lock-in contracts. We earn your business through excellent service, not contractual obligations.

Question 13

What makes you different from other IT companies?

Accepted Answer

We're locally owned and operated in Ipswich, which means you get personalised service from people who know your business. We don't use overseas call centres. Our technicians are experienced professionals who can be onsite quickly when needed. And we're transparent about our pricing — no hidden fees or surprise charges.

Question 14

Can you support Mac and Apple devices?

Accepted Answer

Yes, we support both Windows and macOS environments, as well as iOS and Android mobile devices. Whether your office runs Windows PCs, Macs, or a mix of both, we have the expertise to support your entire technology ecosystem.

Question 15

Do you offer IT consulting for growing businesses?

Accepted Answer

Yes, we provide IT strategy and consulting services for businesses planning to grow. We can help you create a technology roadmap, plan infrastructure upgrades, evaluate new solutions, and ensure your IT systems can scale with your business. Our consulting services help you make informed technology decisions that align with your business goals.

Question 16

How many websites do you host?

Accepted Answer

We host over 600 websites for businesses across Australia. All hosting is on Australian-based servers with daily backups, free SSL certificates, malware scanning, and 24/7 monitoring. Whether you have a simple WordPress site or a complex eCommerce store, we have a hosting plan to suit.

Question 17

Can you help with cyber insurance compliance?

Accepted Answer

Yes. Most cyber insurance policies now require specific controls like MFA, endpoint protection, regular backups, and security awareness training. We help businesses meet these requirements, document their controls, and complete the technical sections of their insurance applications and renewals.

Question 18

Do you support hybrid and remote workers?

Accepted Answer

Absolutely — most of our clients have at least some hybrid or remote staff. We set up secure VPNs, deploy Microsoft 365 with conditional access, configure managed laptops with full-disk encryption, and provide remote support tools so your team can work safely from anywhere in Australia.

Question 19

What happens if you can't fix something remotely?

Accepted Answer

We can be onsite anywhere in Ipswich within an hour, and across SE Queensland (Brisbane, Toowoomba, Beaudesert, Lockyer Valley) within half a day for urgent issues. For straightforward problems we resolve over 90% of tickets remotely, but when boots-on-the-ground is needed, our local techs are nearby.

Question 20

Are your prices transparent?

Accepted Answer

Yes. Our managed plans are fixed-price per seat, our project work is quoted in writing before we start, and our hourly rates are published on our pricing page. We don't mark up Microsoft licences and we don't have surprise charges. You always know what you're paying for.

Question 21

Do you have an SLA?

Accepted Answer

Yes, all managed clients are covered by a written SLA with response time targets based on issue priority. Critical issues (business down) get a 30-minute response guarantee, high priority (single user blocked) within 1 hour, and standard requests within 4 business hours.

Question 22

What's the Essential Eight and do I need it?

Accepted Answer

The Essential Eight is the Australian Cyber Security Centre's baseline of controls that protect against most cyber attacks. While not legally mandatory for most private businesses, it's becoming the standard expected by insurers, government tenders, and many enterprise customers. We help businesses align with Essential Eight maturity level 1, 2 or 3 depending on their needs.

Question 23

Do you do dark web monitoring?

Accepted Answer

Yes, dark web monitoring is included in our standard managed security stack. We continuously scan for breached credentials, exposed business data, and mentions of your domain on dark web marketplaces and breach databases, alerting you immediately if anything is found.

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