Frequently Asked Questions
Find answers to common questions about our IT support services
General Questions
What types of businesses do you work with?
We provide IT support services to businesses of all sizes across various industries including finance, retail, professional services, and manufacturing. Our solutions are customized to meet the specific needs of each client, whether you're a small startup or an established enterprise.
What are your response times?
Response times vary depending on your service package. Essential Support clients receive responses during business hours, Professional Support includes priority response, and Enterprise Support provides 24/7 response. All packages include proactive monitoring to help address issues.
Do you offer remote support?
Yes, we provide both remote and on-site support. Many issues can be resolved remotely, which allows for faster response times. For situations requiring physical presence, our technicians can visit your location in Auckland and surrounding areas.
Can you help with cloud migration?
Absolutely. We assist with planning, executing, and managing cloud migrations. Our team evaluates your current infrastructure, recommends appropriate cloud solutions, and handles the migration process with minimal disruption to your operations.
Service & Support
What is included in server management?
Our server management services include performance monitoring, security patch application, backup management, configuration optimization, log analysis, and capacity planning. We handle both physical and virtual server environments.
How do you ensure data security?
We implement multiple layers of security including regular security updates, firewall configuration, access control management, encryption protocols, and continuous monitoring for suspicious activity. We also conduct regular security audits and compliance assessments.
What happens if there's an emergency?
Enterprise Support clients have access to 24/7 emergency support. Professional Support clients receive priority handling during extended hours. We maintain incident response procedures to address critical issues promptly.
Do you provide training for our staff?
Yes, we offer training sessions to help your team understand and effectively use your IT systems. Training can be customized to cover specific applications, security best practices, or general technology usage.
Pricing & Contracts
How does pricing work?
We offer three main service packages with monthly pricing: Essential Support at $299/month, Professional Support at $599/month, and Enterprise Support at $1,299/month. Custom packages are available for businesses with unique requirements. All pricing is transparent with no hidden fees.
Are there long-term contracts required?
We offer flexible contract terms. While we recommend annual agreements for the best value, month-to-month options are available. There are no penalties for upgrading your service level, and we work with you to find arrangements that suit your business needs.
What is not included in the monthly packages?
Monthly packages cover ongoing support, monitoring, and maintenance. Hardware purchases, major infrastructure upgrades, and specialized project work are quoted separately. We always provide detailed estimates before beginning any work outside your regular service agreement.
Still Have Questions?
Our team is ready to provide answers to your questions. Whether you need information about our services, pricing, or technical capabilities, we are available to assist.
- Guidance from certified professionals
- Custom solutions for your needs
- Professional consultation
- Prompt response times