Managed Services

Our managed services packages are designed to keep your devices running smoothly but with a strong emphasis on security.

We have three tiers for your computers, Security+, Standard and Advanced, for pricing or to organise a free no obligation IT Audit please contact us.

FAQ's

Managed means that we actively monitor your PC's / Servers whether it be your Antivirus, Hardware or Backups. This is done via our Support Agent that is installed on the PC / Server and actively monitors the system  and reporting back to our technicians.

Not all hardware or software failures can be detected but monitoring does considerably reduce the risk.

You sure can, here's a quick comparison guide to our managed plans.

We use a Managed Detection and Response (MDR) to protect our clients from ever evolving threats which is actively monitored by a 200+ ThreatOps team based in Australia, England and USA. Our MDR uses Microsoft Defender for Malware/Virus detection (as it has a solid malware detection rate for known exploits), but we add an extra level of security and real human monitoring to detect unknown vulnerabilities and suspicion activity.

Endpoint detection and response, also known as endpoint threat detection and response, is a cybersecurity technology that continually monitors an "endpoint" to mitigate malicious cyber threats.

Advanced Email Protection is a cloud-based email security solution that uses multiple engines to stop spam, phishing, and all types of known, unknown and emerging malware.

Managed Backups are specifically designed for our managed clients, we're monitoring your servers, PC's and cloud-based services (Microsoft 365 and Google G -Suite). We can monitor using our single pane of glass system I.e. our analysts are actively monitoring your systems and can see if there's any issues and proactively resolve them without interfering with your days work.

* For PC's it typically covers all of your documents, photos and files located in your user folder.
* For servers or computers with applications that need to be backed up an Image Based Backup is used to capture the Operating System and all programs, files.
* Microsoft 365 can cover you emails, OneDrive and SharePoint sites.

Managed Updates is specifically designed for our managed clients, we're monitoring your servers and PC's to ensure that they are all upto date with the latest security patchs from Microsoft and common third-party applications.

We can monitor using our single pane of glass system I.e., our analysts are actively monitoring your systems and can see if there's any issues and proactively resolve them without interfering with your days' work.

There are too many supported Third-Party applications to list, but most commonly installed applications such as Adobe PDF Reader, Java, Chrome, Firefox etc are supported.

To many too list, but most common checks are:

  • Antivirus Installed and up to date
  • Hard Drive SMART Failure
  • Device Manager Issues
  • Low Hard Drive Space
  • Operating System Corruption (and automated repair)
  • Windows Upgrade Compatibility

Please note:
1. Some things can't be foreseen through monitoring, and we rely on the end user to let us know about issues. We have multiple ways for end users to raise tickets such as emailing [email protected] or using our "Support Agent" (running in the system tray (bottom right)).
2. Unmanaged devices such as Network devices are not managed by our RMM (Remote monitoring and management) tool, these are usually managed independently via the provided vendor tools and alerts are pointed to our ticketing system.

While a lot of what we do is automated we do have real technicians monitoring dashboards and picking up tickets that are automatically generated by our Support Agent or tickets raised by end users.

Here's some examples of what our technicians see, a lot of the dashboards are very visual so it helps them quickly identify any issues.

What we see:

Managed Detection and Response (MDR) Panel

Our technicians can easily view and track any incidents or investigations

Backups Panel

Our team can view at a glance all of our clients' backups and see if any are having issues, these are then remediated.

Ticketing System

All information from the systems that we use to monitor and maintain your systems feed into our ticketing system so we can easily track and resolve any requests or issues.

The included support is for remote and phone support options and a typical ticket can be resolved in 15 minutes, for more complex tickets it may take longer.

For onsite support it is charged at our standard hourly rate.

Helpdesk

There are multiple ways to raise a ticket with our support technicians.

Use our managed services application to raise a ticket.

  1. On your computer go down to the System Tray (bottom right) and click on the up arrow to show all of the icons.
  2. Click on the "Just In Tech Support Agent" icon.
  3. Click on "Log a support ticket".
  4. Complete the form as best as possible and click on "Send Request".
  5. A technician will now be in touch.

Email our helpdesk

  1. Use your email application or webmail to send an email to [email protected]
  2. A technician will now be in touch.

Call us 

  1. Call us on 06 8438363 and we will raise a ticket for you.

Terms and Conditions

All charges are monthly and per PC/Server. All charges are excluding GST.

The included support is for remote and phone support options and a typical ticket can be resolved in 15 minutes, for more complex tickets it may take longer.

For onsite support it is charged at our standard hourly rate.

Helpdesk

There are multiple ways to raise a ticket with our support technicians.

Use our managed services application to raise a ticket.

  1. On your computer go down to the System Tray (bottom right) and click on the up arrow to show all of the icons.
  2. Click on the "Just In Tech Support Agent" icon.
  3. Click on "Log a support ticket".
  4. Complete the form as best as possible and click on "Send Request".
  5. A technician will now be in touch.

Email our helpdesk

  1. Use your email application or webmail to send an email to [email protected]
  2. A technician will now be in touch.

Call us 

  1. Call us on 06 8438363 and we will raise a ticket for you.

Managed Backups

We can tailor a backup package to suit your business and backup your servers, NAS, computers and cloud accounts. All options are actively monitored by our team.

Options

  • Server backup - Full backup for your server(s) (System state, file level and service aware (Exchange, SharePoint etc)), regular verification of backups by booting up the server in a virtual environment, bare metal, virtual and file level restore and more.
  • PC backup - Full backup for your computers(s) (System state, file level), regular verification of backups, bare metal restore and more.
  • NAS Backup - Full backup for your NAS(s) (file level), regular verification of backups.
  • Documents only backup - Ideal for workers on the road or workers who save to their desktops and not on the servers share drives. Backs up all Microsoft Office documents and PDF documents and more (Please note that this does not backup image and video files).
  • Microsoft 365 backup - Retain ownership of your Microsoft 365 data and backup your Email, OneDrive and SharePoint sites.

Microsoft 365 Managed Emails

Let us proactively manage your email accounts, including tracking any unauthorised access to your business email accounts.

Brother Managed Print Services

We've partnered with Brother to bring you a fixed cost printing solution.

** Included time can be used for one onsite visit or multiple remote/phone support sessions. Time over and above the included hour(s) is charged at our standard rate. Time is not carried over from month to month, although if you have a big project/migration this can be negotiated in advanced. Discounted rate for ad hoc work not covered by agreement.