One agreement. A whole IT department.
One agreement, one monthly figure, and the whole IT department that comes with it — monitoring, patching, an unlimited help desk, on-site visits, backup you can prove, and a plan.
Everything a good IT department would do.
Straight from the agreement itself (Managed Services Agreement — Terms & Conditions V2026.2). If it's under management, it's covered.
Monitoring, patching & maintenance
The quiet work that stops most problems before you ring.
- Server availability monitoring and alerting, with a proactive response to critical alerts in business hours
- Monitoring of every Windows workstation and laptop under the agreement
- Microsoft patch management and third-party application updates
- Scheduled preventative maintenance — automated after-hours, plus manual after-hours maintenance and line-of-business updates when downtime has to be avoided
- Antivirus and internet-connection monitoring; backup management and monitoring
- A monthly network health report
- An on-site physical maintenance visit every 12 months — clean, audit and update the documentation
Help desk & on-site support
Ring, email or raise a ticket — a technician who knows your setup picks it up.
- Unlimited help desk, remote and on-site support in business hours (8:00am – 5:00pm, Monday to Friday) for everything under the agreement
- After-hours support for emergencies, on a technician-available basis
- Travel included within 100 km of Echuca — no call-out or zone charges
- Warranty claims handled with the manufacturer for equipment bought from us
- Level 1 → Level 2 → Level 3 / on-site engineer → IT manager escalation, so nothing sits in a queue
Business continuity
Backups you can prove, not backups you hope are running.
- Our managed backup and disaster-recovery imaging solution, with recovery points at least daily and one copy kept independent of production and protected from deletion
- A representative restore test at least every six months, with a short written result
- A full disaster-recovery scenario test every 12 months
- A free 30-day loan server during a real recovery
- Prompt notification and coordination if a security incident affects your systems or data
- An IT planning and CIO consultation meeting every 12 months
New equipment & projects
The everyday changes are covered; the big builds are quoted.
- Project labour for equipment already under the agreement
- Pre-delivery set-up and on-site installation of new PCs, laptops and servers bought from us (up to two hours each)
- Installation of the common applications — Microsoft Office, Adobe Acrobat and the like
- New line-of-business software, unusually complex installs and equipment bought elsewhere are quoted at the project rate before the work starts
Urgent in an hour. Everything else in four.
Response time is how quickly a technician starts triage — it is not a promised fix time, because a lot of faults sit with third-party hardware, software or services we don't control. In practice an urgent call is usually answered immediately by phone. Help desk hours are 8:00am – 5:00pm, Monday to Friday; emergency issues outside those hours are handled on a technician-available basis.
Counts as urgent
- A major outage — an essential server, service, line-of-business application or the network is down
- Several people are stopped from working
- Data is being lost or corrupted
- It looks like a security breach
Counts as non-urgent
- A non-essential server is unavailable
- A single PC problem, or only one of many users affected
- There's a workaround, or the work is low priority
- Program updates and installations
How a ticket moves
- 1Help desk — Level 1Every incident starts here: the ticket is created, the issue documented and basic troubleshooting begun. Phone (03) 5482 3009.
- 2Help desk — Level 2Anything Level 1 can't close is escalated to a more experienced engineer for the complex hardware and software work.
- 3Level 3 / on-site engineerIf it can't be fixed remotely, an engineer assists or is dispatched to site.
- 4IT managerIf it still isn't resolved, the IT manager contacts you to talk options — usually because it needs new hardware, a vendor fix or a project.
Per device. Not per person.
The MSA is priced per device under management, not per person. That means the monthly figure follows your actual equipment — add a laptop and it goes up a little, retire a server and it comes down.
Switches, wireless access points, modem/routers, UPS units, NAS boxes and docking stations are supported as well, and so are additional sites.
Microsoft 365 licences, endpoint protection (Bitdefender) and backup — Microsoft 365, desktops and servers — are itemised on the same proposal.
Every agreement starts with a free site audit. It sets the monthly figure, and it tells us whether anything needs fixing before we take the site on — if it does, that's quoted separately, up front.
Ask us for the figure. We don't publish rates because no two sites have the same equipment — yours comes back in writing after the audit, with every device and licence itemised.
- Desktops & laptopsPer device under management
Every Windows workstation and laptop on the agreement is monitored, patched and supported by the help desk.
- Virtual serversPer server under management
Virtual servers are supported under the agreement — availability monitoring, patching, backup and proactive response to critical alerts.
- Physical serversPer server under management
Physical servers are supported the same way, with the annual on-site maintenance visit and the disaster-recovery test.
What triggers an hourly rate
Work that falls outside the agreement — a server rebuild, an office move, a new line-of-business system — is quoted first, before anything starts, and charged by the hour.
- A project on equipment that isn't under the agreement
- After-hours and emergency work outside 8:00am – 5:00pm, Monday to Friday
- Programming, software development and systems integration
- Support for a business that doesn't have an agreement
MSA clients are charged a lower hourly rate than businesses without an agreement, and after-hours work is rated differently again. Ring us for the current rates — and either way, every out-of-scope job is quoted before it starts.
How far we travel
- Zone 1Echuca and surrounds, within 15 km
- Zone 2Cohuna, Elmore, Gunbower, Kyabram, Leitchville, Lockington, Mathoura, Nathalia, Rochester, Tongala, Torrumbarry
- Zone 3Barham, North Bendigo, Cobram, Deniliquin, Kerang, Merrigum, Numurkah, Pyramid Hill, Rushworth, Tocumwal, Shepparton, Strathmerton, Tatura
A zone charge covers the travel and the first half hour of labour. It only applies to businesses without an agreement, and to MSA clients beyond 100 km of Echuca — ask us what the charge is for your town.
The honest exclusions
- Hardware, software and anything a third-party vendor charges for
- Voice and data cabling, phone systems and unified communications — quoted separately, or negotiated into a custom agreement
- Specialised point-of-sale systems such as SwiftPOS — quoted separately
- Systems integration and software development — that's our web and software team, on its own agreement
- Public holidays — service on a public holiday is by arrangement
Bolt on what your business runs on
- Scheduled monthly site visita standing four-hour visit each month, for sites that like a regular face — usable for installs of any equipment, wherever it was bought
- Mobile phone managementcompany phones enrolled in Apple Business Manager and Microsoft Intune — a one-off set-up, then a monthly charge per phone, quoted with your agreement
- Website management & hostingour hosting with daily backups, a web application firewall, malware scanning and a CDN — monthly hosting plus each domain, and changes charged by the hour
- Managed printyour copiers on a cost-per-page contract — toner, parts and the technician included, quoted on your volumes
- Phone systemsiPECS and Microsoft Teams Phone installed and managed — quoted separately, or negotiated into a custom agreement
Tell us about the place. We'll do the rest.
No payment, no commitment — this books the conversation and the free site audit. The proposal that follows lists every device and licence, so the monthly figure matches what we find, not what a form guessed.
Asked often, answered straight.
How is it priced?+
The MSA is priced per device under management, not per person. That means the monthly figure follows your actual equipment — add a laptop and it goes up a little, retire a server and it comes down. Desktops and laptops, virtual servers and physical servers are all supported under the one agreement, with network gear, licences, endpoint protection and backup itemised on the same proposal. Ask us for the figure. We don't publish rates because no two sites have the same equipment — yours comes back in writing after the audit, with every device and licence itemised.
How long is the agreement?+
12 months, then it renews automatically. 60 days' written notice if either side doesn't want to renew. Reviewed with your account manager every 12 months, usually after the annual on-site visit — the monthly figure goes up or down to match what's actually under management, and cpi applied at renewal.
What's not included?+
Hardware, software licences and anything a third-party vendor charges for; cabling, phone systems and specialised point-of-sale; and software development. Big changes — a new server, an office move, a new line-of-business system — are quoted first and charged at the MSA client hourly rate.
What happens when something breaks at 9pm?+
Emergency issues outside those hours are handled on a technician-available basis. Ring the shop and say it's an emergency. After-hours work outside the agreement is charged at the after-hours rate for MSA clients.
We don't want an agreement — can you still help?+
Yes. Businesses without an agreement are supported at our standard hourly rate in business hours — higher than the MSA client rate — with a different rate again after hours, plus a travel zone charge. A zone charge covers the travel and the first half hour of labour. It only applies to businesses without an agreement, and to MSA clients beyond 100 km of Echuca — ask us what the charge is for your town.
Can you take over mid-contract from another provider?+
Yes — we do it regularly and politely. We audit the site first, handle the handover with the outgoing provider, and the agreement starts once the foundations are right.
How do we pay?+
Invoiced monthly in advance around the 15th, payable within 14 days. Direct debit is the easy way; bank transfer is fine; credit card is accepted with a small surcharge. Quarterly, half-yearly and annual billing can be arranged.
Rather just talk it through?
Rod and Brenton have been having this exact conversation with district businesses for decades. No script, no pressure.