Question 1

Do you charge a normal call-out fee?

Accepted Answer

No. Standard services have no call-out fee. A $49 priority call-out may apply for urgent 2-4 hour response windows.

Question 2

How do support rollover credits work?

Accepted Answer

Included remote support is tracked in 15-minute blocks. Unused portions can roll for up to 3 months, up to an extra hour if not previously claimed.

Question 3

What if our job goes longer than two hours?

Accepted Answer

For managed clients, additional work is charged at the reduced managed rate of $119/hr + GST.

Question 4

Do you work from an office in Sydney?

Accepted Answer

Yes. Our office address is Level 1/331 High St, Penrith NSW 2750, with mobile on-site and remote support available across Greater Sydney.

Question 5

Can you handle both infrastructure and software needs?

Accepted Answer

Yes. Through our partnership with Velosites, you get one contact for IT infrastructure, web, and in-house software delivery.

Question 6

How fast do you respond?

Accepted Answer

Managed clients receive priority routing through 13 IT QUICK and are triaged ahead of non-managed requests.

Interactive support answers designed for fast decision-making.

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