FAQs

No. We have never run break-fix, but we know from clients and companies that run break-fix is no one satisfied, ever!

Break-fix support means you get support when you have an emergency. Break-fix is bad for your team because they're under pressure to catch up on lost time. Break-fix is bad for our team because they're always in panic-mode trying to rush to fix your emergency as quickly as possible.

We like to ensure your network is running smoothly, which means being proactive and keeping things maintained. This approach is cheaper and easier for everyone involved and results in fewer emergencies.

If you want ad hoc or break-fix support, please find someone else; we will never be a good fit for you.

Our team are familiar with supporting a range of application you're likely already using. Here are a few of the most common ones:

• Microsoft products
• Google products
• Salesforce, Pipedrive and Suite CRM (a derivative of Sugar CRM)
• Most accounting systems (from Xero, MYOB through to larger systems like Microsoft Dynamics, Infusion Software or Accredo).

If there is a suite of products you rely on to run your business, our team are very fast to understand how these best work and will ensure your critical applications are always available when you need them.

The chances are, yes. Unless the software is no longer supported by the software vendor, we will be able to ensure it works for you.

During business hours, we aim to respond within two working hours via our service desk. If you have an urgent support request and call, we're always available to answer your call quickly.

Because we don't do ad hoc support for lots of clients, we always have spare capacity for genuine emergencies.

Where an issue needs to be resolved out of hours, we'll respond within the agreed time on your service level agreement.

Resolution times are clearly communicated once we've investigated the issue raised. Sometimes a resolution may be dependent on another vendor (e.g. your Internet connection). Our usual resolution time is less than 1-2 days depending on the complexity of the issue; in most cases, an issue is resolved in the first call.

Every security breach is unique depending on what was accessed, for how long, and when our team will work with you to resolve the issue as quickly as possible.

In most cases, a genuine security break usually happens due to a poor user password or staff opening an unexpected email attachment. Our team work hard to help you educate your team about these kinds of dangers.