Onsite support
$215
Minimum charge, covering up to the first hour
Then $95 per additional 30 minutes
- A technician at your home or business
- Diagnosis, the fix, and testing with you
- Plain-English notes on what we did
Pricing
Clear rates, and the right help for your situation
Every rate is published here, so you know where you stand before you book.
Pay as you go
Our rates
One set of rates for everyone, homes and businesses.
Remote support
$175
First hour
Then $85 per additional 30 minutes
- A technician connects through a session you approve
- Often sooner than waiting for a visit
- Access ends when the session closes
Business IT Care
We look after your systems every month, and help whenever someone has an IT problem.
- Everyday support for every seat
- Antivirus and regular maintenance
- Periodic onsite visits
$175per seat, per month
What counts as a seat?
Each person or server that can access your systems is one seat. That covers:
- Staff, whether full-time or part-time
- Contractors, including those working offshore
- Servers
We count every account, because one we don't manage can leave a gap in your security.
Work out your monthly costBusiness IT Care prices exclude GST.
All pay-as-you-go prices include GST.
How time is chargedFirst-hour minimum, then 30-minute blocks. Pay by card when the work is done.Show detailsHide
Booking terms
- Onsite visits have a minimum charge covering up to the first hour. Remote support is charged from the first hour.
- After the first hour, time is charged in 30-minute blocks.
- Changing your booking: if a booking is cancelled, rescheduled or missed within 24 hours, a $95 fee applies, because the technician's time and travel are already set aside.
- Payment: by card when the work is complete. Registered customers can pay on invoice terms.
What can change the total
- Parts and hardware: confirmed with you, and approved by you, before we order anything.
- Travel: most visits in our onsite area don't need a travel charge. If yours does, we tell you before we confirm the booking.
- Extra work: if the job grows beyond what was booked, we explain and confirm before continuing.
- Seniors card holders: 10% off technician time. It doesn't apply to hardware or third-party costs.
Not sure what you need?Talk to a technician first. The call costs nothing.Need specialist expertise?Tell us about your project and we'll scope it with you.
Business IT Care
Ongoing IT care, priced per seat
We look after your systems every month and help whenever someone has an IT problem, so small issues get fixed before they slow your team down. No long-term contract.
Everyday support for every seatRemote help with the IT problems that slow your team down.
Managed antivirusOn every main computer, checked by us.
Regular maintenanceUpdates and health checks, done for you.
Periodic onsite visitsA technician visits to check things over and fix small issues.
Regular technology reviewsWhat's working, what isn't, and what's coming up.
Monthly care reportWhat we did and what to keep an eye on, in plain English.
What you get each month
For every seat, from one seat up.
Estimate your monthly cost
What counts as a seat?
Each person or server that can access your systems is one seat. That covers:
- Staff, whether full-time or part-time
- Contractors, including those working offshore
- Servers
We count every account, because one we don't manage can leave a gap in your security.
Per month
One-off setup
First month
AUD, excluding GST. Setup covers up to 5 seats, plus for each additional seat. Billed monthly in advance. Hardware, parts, third-party licences and onsite callouts outside your scheduled visits are billed separately.
Talk to us about Business IT CareNot includedHardware, projects and onsite callouts
- Onsite callouts outside your scheduled visits: charged at our pay-as-you-go rates
- Hardware, parts and third-party licences
- Projects such as migrations, office moves, new systems, data recovery and security incident response: scoped and quoted before any work
We always check with you before doing work that isn't included.
How Business IT Care worksBilling, seats, cancelling
- Priced per seat, billed monthly in advance.
- Unused onsite visits don't carry over.
- Work that isn't included is quoted or charged at our pay-as-you-go rates, and we check with you first.
- No long-term contract. Cancel future months at any time, and your current month runs to its end.
- Adding seats part-way through a month is charged for the rest of that month.
Good to knowLimits and visit timing
- Windows computers at launch. Mac by arrangement.
- Support hours: Monday to Friday, 8am to 4pm.
- Onsite visits are at one location. With one or two seats, you book each visit when you need it.
- Business IT Care doesn't include guaranteed response or resolution times.
- Onsite visits happen periodically, at a time that suits you.
- Setup covers enrolling your computers in remote care and antivirus. If the setup assessment finds larger problems, we quote those separately before doing any work.
Talk to us about Business IT Care
Tell us about your team and we'll arrange a setup assessment. Your number of seats comes across from the calculator.
Not sure what you need?
Not sure what's wrong? Talk to a technician first.
You don't need the right words or a diagnosis. Tell us what's happening in your own words, and a technician will call you back, ask the right questions and work out what's going on.
If it can be fixed remotely, we'll say so. If it needs a visit, we'll tell you what to expect. And if it's not something we're the right people for, we'll tell you that too.
What happens next
- 1A technician calls you back
We reply in 2 hours on average during business hours. - 2We work out what's going on
Remote, a visit, or a different next step. - 3You decide
No charge for the call, and no obligation to book.
Request a call back
Specialist expertise
Need specialist expertise? Let's scope it properly.
Some jobs need planning before anyone can put a price on them: moving email or files to the cloud, setting up a new office, designing Wi-Fi for a larger building, tightening security, or meeting new AML obligations for client ID.
Tell us what you're trying to achieve. The first conversation is free. A technician works out what's involved, then advises the best way forward and how it will be priced, before any work starts.
Examples of projects we scope
Tell us about your project
Your money
What you're paying for
Diagnosis, not guesswork
We find the cause before we change anything, so the fix lasts.
Plain English
We explain what we found and what we did, without the jargon.
Scope confirmed first
Extra work, parts or travel are agreed with you before they happen.
Notes you can keep
A plain-English summary of what we did and anything to keep an eye on.
No lock-in
Book help when you need it. No ongoing contract.
Assurances on our work
If we can't fix it, you don't pay for our technician time. Conditions apply. See our assurances.
How it works
What to expect when you book
- 1
Book, or talk to us first
Book online, request a call back, or tell us about your project.
- 2
We come prepared
Tell us what's happening when you book, so the technician arrives ready.
- 3
Diagnose and confirm
We find the cause, and confirm before any extra work, parts or travel.
- 4
Fix, test and explain
We fix it, check it with you, and leave plain-English notes.
- 5
Pay when it's done
By card on completion, or on invoice terms for registered customers.
Peace of mind
Our assurances
No-fix assurance
If we can't resolve the agreed problem or give you a practical working solution, you don't pay for our technician time.
A practical solution can include a clear diagnosis and next step when:
- failed hardware needs replacing before work can continue; or
- the cause is with your internet provider, the NBN or another third party who needs to act.
14-day assurance
If the same problem comes back within 14 days, we reassess it without charging again for technician time.
This doesn't cover:
- new or unrelated problems;
- reinfection by viruses or malware;
- operating system or software updates;
- outages caused by third parties;
- unsupported equipment;
- failing hardware;
- changes made after our work that significantly change your setup.
Both assurances cover technician time only. Parts, hardware and third-party costs aren't included.
Questions
Pricing FAQs
Are the rates the same for businesses and homes?
Yes. Everyone pays the same published rates.
How is time charged?
Onsite visits have a minimum charge of $215, covering up to the first hour, then $95 for each additional 30 minutes. Remote support is $175 for the first hour, then $85 for each additional 30 minutes. All prices include GST.
Do you charge for travel?
Most visits in our onsite area don't need a travel charge. If yours does, we tell you before we confirm the booking.
What about parts or hardware?
We confirm any parts or hardware with you, and get your OK, before we order them.
Is there a charge to assess data recovery or a hardware repair?
Yes. The assessment is charged at our standard rates: the first hour, then 30-minute blocks. Most assessments take about an hour.
What if you can't fix it?
Then you don't pay for our technician time, under our no-fix assurance. Conditions apply. See our assurances.
How do I pay?
By card when the work is complete. Registered customers can pay on invoice terms.
What if I need to change or cancel my booking?
You can change or cancel without a fee more than 24 hours before your booking. Within 24 hours, a $95 fee applies.
Is there a seniors discount?
Yes. Seniors card holders get 10% off technician time. It doesn't apply to hardware or third-party costs.
Do I have to sign a contract?
No. Book help when you need it, with no ongoing contract.
Does the call back cost anything?
No. The first conversation is free, with no obligation to book.
Ready when you are
Book a technician, talk to one first, or ask about specialist expertise.
Call 08 6559 6485. Phones and technicians: Monday to Friday, 8am to 4pm