Common questions
The questions we get asked most
Answered the way we would answer them on the phone. If yours is not here, call 07 3824 6117 — it is faster than a form.
Getting started
Do you charge for the first visit?
The audit is a half-day on site and it is quoted up front. It produces a written list of what is fine, what is ageing and what is a genuine risk, and you keep that document whether or not you go any further with us.
Do we have to sign a contract?
No lock-in. Plans run month to month with thirty days' notice either side. You keep your documentation, your licences and your Microsoft 365 tenancy if you leave.
Can you take over from our current IT provider?
Regularly. We audit first, get administrative access documented, and run a short overlap so nothing is dropped. You do not need to have an awkward conversation with them before talking to us.
Do you work with businesses that have no IT at all?
Most of our clients started that way — someone competent in the office who took it on, and it grew past what any one person can carry alongside their real job.
Coverage and how we work
How quickly can someone get to us?
It depends on the suburb and what else is running that day. Tell us the address when you call and we will give you a real window rather than a number that suits every job. Most faults are fixed remotely before a visit is needed at all.
Do you have a shopfront we can bring a machine to?
No, deliberately. A shopfront is rent, and rent ends up priced into every hour you are billed. We come to you, which also means we see the cabling, the cupboard and the extender that are often the actual problem.
Do you cover the Gold Coast properly, or is it an occasional trip?
Properly. The city core is regular territory for us, the same as the bayside, rather than an occasional trip down the highway.
What if we are outside the listed suburbs?
The suburb lists are where we work most often, not a boundary. Tell us the address and we will tell you straight whether we come out there.
Security and data
Does Microsoft back up our 365 data?
No. Microsoft keeps the service running and holds deleted items for a limited window. Long-term backup of your mail and files is your responsibility, and this is the single most common gap we find during an audit.
What is the one security change worth making today?
Turn on multi-factor authentication for email. It is free, it takes an afternoon, and it blocks the large majority of account compromises.
How do we know our backup actually works?
Only by restoring from it. A backup that has never been test-restored is an assumption. We test restores on a schedule and tell you the result, because the alternative is finding out on the worst possible day.
We think we have been hacked. What now?
Disconnect the affected machine from the network but leave it powered on, stop all payments until any emailed bank details are verified by phone, and call. See the emergency page for the full first-ten-minutes list.
Hardware and software
How old is too old for a work computer?
About four to five years for a laptop. Past that, repairs stop being good value, reliability drops sharply, and the support tickets generated by an old fleet cost more than the replacement would have.
Will another Wi-Fi extender help?
Almost never. Extenders halve throughput on every hop and add a second network for devices to argue about. Cabled business access points are the fix.
Do you support Macs?
Yes, at the same per-user price. Mixed environments are normal in creative studios and allied health, and monitoring, patching, antivirus and backup all apply to macOS the same way.
Do you mark up hardware?
No. We source it at cost and quote it separately, so you can see exactly what the equipment costs and exactly what our time costs.
Still looking?
The knowledge hub goes deeper on email problems, backups, Wi-Fi, invoice fraud and when to replace a machine. What IT support costs covers pricing, and service areas covers where we work, suburb by suburb.
Got a question that needs a person? One number, no ticket queue.
Call 07 3824 6117