What happens after you ask for help
Every request follows the same path. Here is what you'll see at each step, and what we do when we fall short.
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You raise it in your own words
Tell us what you're seeing and who it affects. You don't need to work out the cause, use the right jargon or fill in a long form. During onboarding we agree how your staff reach the service desk, and it goes in the one-page note everyone receives.
“The printer's being weird” is a perfectly good start. -
An engineer who knows your setup picks it up
You work with named engineers, so the person replying has seen your business before. They have your documentation to hand: every device, admin account, licence, internet and phone detail, and each change we've made. Nobody asks you to explain your setup from scratch.
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You hear what we've found
While we work on it, we tell you what we've found, what we're doing about it and when you'll next hear from us. If a fix means someone has to restart or step away from their desk, we ask first and agree a time that suits them.
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We close it with you
Once it's fixed, you get a short, plain explanation of what was wrong and what we did. If the same problem keeps coming back, we go after the cause, and that work shows up in your IT reports.
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If we got it wrong, we say so
Sometimes the problem is ours: a change we made, a step we missed, an update we should have held back. When that happens we tell you plainly, fix it, and explain what we've changed so it doesn't happen again.
You hear it from us first. -
It feeds the next planning conversation
Each quarter we summarise the previous period's projects, ask for your feedback and line up new projects for the quarter ahead. If one team keeps running into the same problem, the fix becomes one of those projects, with a date attached.
How quickly we respond
The target depends on how much of your business has stopped.
An office without email, a shared drive nobody can open, a team locked out. We respond within 15 minutes.
A laptop that won't start or a password that won't take. We respond within 30 minutes.
A new starter to set up, a question about sharing a file, an app that keeps freezing. We respond the same business day.
A few things worth knowing
- No per-ticket billing. Your staff can ask for help as often as they need, and nobody keeps count.
- Remote first, onsite when needed. Most issues are fixed remotely within the hour. Onsite visits across greater Melbourne are booked ahead.
- Security alerts run on their own track. A security operations centre triages them around the clock, including weekends, and our engineers follow up with you.
- Everything is written down. Each change we make goes on your documentation register, which you own.
The commitments behind all of this are set out in our service charter.
Tell us how IT is going in your business.
What works, what doesn't, and roughly how many people you have. We'll reply with a straight answer about whether we're a good fit.