Support with a number against it
Published response targets, a balance you can see, and a monthly report that shows the months we missed as well as the ones we made. Around 30% of our revenue comes from this, which means we cannot afford to be quietly bad at it.
Service desk
Phone, email and portal. Triaged by an engineer, not a script reader passing you along.
Monitoring
Servers, endpoints, network and backups watched continuously, with alerting we act on rather than forward.
Patching & hardening
A monthly cycle against the Essential Eight, with an exception register for what could not be patched and why.
Licences & assets
A register that is actually current, reconciled quarterly, so true-up season is not an archaeology exercise.
Four priorities, and what each one commits us to
Priority is set by business impact, not by how loudly it was reported. If we disagree with your assessment we escalate it rather than quietly downgrading it.
| Priority | What it means | Response | Restoration target | Hours |
|---|---|---|---|---|
| P1 — Critical | A whole site or a business-critical system is down. No workaround. | 15 minutes | 4 hours | 24×7 |
| P2 — High | Significant degradation, or a single team blocked. A painful workaround exists. | 1 hour | 8 business hours | 24×7 |
| P3 — Medium | An individual is blocked, or a non-critical system is degraded. | 4 business hours | 3 business days | 7am–7pm AEST |
| P4 — Low | Requests, questions, small changes and new starters. | 1 business day | 10 business days | 7am–7pm AEST |
Three levels of cover
Every tier gets the same engineers and the same service desk. What changes is the hours of cover, the discount on the hour bank, and how much of the proactive work is included rather than drawn down.
Bronze
Business-hours cover for organisations whose systems can wait until morning.
- 7am–7pm AEST service desk
- P3 / P4 targets as published
- Monitoring with business-hours response
- Quarterly service review
Silver
Round-the-clock cover for critical incidents, business hours for everything else.
- 24×7 for P1 and P2
- All four priority targets committed
- Monthly patching cycle included
- Monthly service review and SLA report
- Named service delivery manager
Gold
For organisations where an outage has a regulator or a safety consequence attached.
- 24×7 across all priorities
- Reserved capacity, not best-effort
- Patching, hardening and DR testing included
- Quarterly Essential Eight re-scoring
- Named engineer plus delivery manager
Hour-bank calculator
Standard rate is $195 per hour ex GST. Buying a block up front discounts that by your tier. Move the sliders — nothing is sent anywhere and no one will call you because you used this.
Indicative only, ex GST, for a fictional company. A real quote depends on your environment, the number of sites and how much of the proactive work is included in the tier rather than drawn from the bank.
Ask us to quote the block you just priced
The calculator uses list assumptions. A real quote accounts for how many sites you run, how much of the proactive work sits in the tier rather than the bank, and whether you need reserved capacity. Your selections carry across — change them above and this updates.
Indicative only, for a fictional firm. Sending this does not commit you to anything.
Where should it go?
That would have been sent
Along with the tier, hours and term you selected above. This is a demonstration site for a fictional company, so nothing was transmitted and nobody will reply.
A ticket, end to end
Logged and triaged
By an engineer within the response target. Priority is agreed with you at this point, not assigned silently.
Worked or escalated
Most things are resolved by the person who picked them up. Where it needs a specialist, the handover happens inside ACME and you are told who has it.
Resolved and confirmed
Closed only once you agree it is fixed. A ticket we think is done and you think is open stays open.
Reviewed
P1s get a written post-incident review within five business days, including what we would have needed to prevent it.
Already have a provider?
Most of our managed-services clients came from one. We will run a no-obligation review of your current arrangement — what you are paying for, what you are actually getting, and whether moving is worth the disruption. Sometimes the answer is no.