Managed IT & Support
24/7 helpdesk and support
IT systems are support-intensive by nature, and in most organisations that burden lands on a handful of people who are already fully committed.
Why 24/7 is not an upsell here
For a hotel or an office, after-hours IT support is a premium. For the organisations we serve it is the baseline. A club trades when everyone else has gone home. Aged care runs a continuous roster. A community health service may be running outreach well outside clinic hours.
The person who answers at 9pm can already see your environment — the monitoring, the asset register and the documentation are the same ones the daytime team uses. That is the difference between a genuine 24/7 desk and an answering service that takes a message.
How your team reaches us
- A help button on the device, so a staff member can raise a ticket without leaving what they are doing
- Portal and email, with the ticket visible to whoever needs to track it
- Phone, 24 hours, for anything that cannot wait
- Escalation to a named engineer, not a queue that resets each shift
Tier-2 overflow, if you already have a desk
Where you run your own first-line support, we sit behind it. Your team handles what it handles; anything deeper, out of hours or specialist comes to us with the context already attached. Available permanently or on contract to cover a project, a vacancy or a leave period.
One client described the response side of this plainly:
“In those urgent situations the response time is quite quick — people being able to get on site within 20 minutes, 5 minutes in some instances.”
— Payden Samuelsson, CEO, Bullinah Aboriginal Health Service
Common questions
Is after-hours support charged separately?
No. Under NEVO it is part of the agreement, priced into the monthly fee rather than billed per incident. An agreement that bills for the 2am call creates an incentive not to make it.
What counts as urgent?
The response commitments are agreed in writing during the outcomes stage, before work starts, and they are set against your operating pattern rather than a generic matrix.
Related
Book a Technology Review.
One to two hours onsite, across support, cyber posture, backup and recovery, infrastructure, Microsoft 365 and where the organisation is heading. You receive a written findings report within five days — prioritised risks, quick wins and gaps, in writing.
$1,500 including GST. Credited in full against your engagement if you proceed.
The report is yours to keep regardless of what you decide to do next.
The 90-day guarantee. Give us 90 days. If you're not satisfied with our service in that time, cancel and we'll refund our fees. You keep the audit, the report and every improvement we've made. Third-party hardware, licences and subscriptions purchased on your behalf are excluded. Full terms