Business Systems
E-Support
MANAGED IT SUPPORT
Your IT Department. Without the Overhead.
We proactively manage your IT systems for a fixed monthly fee. Monitoring, helpdesk, patching, backups, and on site support — all included. You stop worrying about technology. We make sure it works.
The average Auckland SMB loses 6+ hours per week to IT problems. Our clients lose fewer than 30 minutes.
Managed IT Support Packages
What's Included — Package Comparison
Service / Feature | Essential | Business | Premium |
|---|---|---|---|
Remote monitoring & alerting 24/7 | Yes | Yes | Yes |
OS & software patch management | Yes | Yes | Yes |
Antivirus / EDR protection | Yes | Yes | Yes |
Helpdesk — email support | 9x5 | 9x5 | 24/5 |
Helpdesk — phone support | No | 9x5 | 24/5 |
Remote support | 2 hrs/month | Unlimited | Unlimited |
On-site support | No | 1x per month | Unlimited |
First response SLA | 4 hours | 2 hours | 1 hour |
Cloud backup (Acronis/Veeam) | No | Cloud | Cloud + Local |
Microsoft 365 / Google Workspace admin | No | Yes | Yes |
Network equipment monitoring | No | Monitor | Monitor + Support |
Email security (anti-phishing, anti-spam) | Basic | Standard | Advanced |
MFA enforcement & policy management | No | Yes | Yes |
Cybersecurity awareness training | No | No | Quarterly |
Quarterly vCIO / IT strategy review | No | No | Yes |
Disaster recovery plan | No | No | Yes |
Monthly health report & dashboard | Yes | Yes | Yes |
Asset inventory & documentation | Yes | Yes | Yes |
Vendor management | No | Yes | Yes |
Everything We Do — Full Service Scope
The following work is performed within your monthly managed IT agreement — proactively and on request:
Devices & Workstations
✓ New device setup, configuration and imaging for new staff members
✓ Hardware fault diagnosis and warranty coordination with vendors
✓ Printer, scanner and peripheral setup, drivers and troubleshooting
✓ Mobile device setup and MDM enrolment (Intune)
✓ Remote desktop and remote access tools — setup and support
✓ OS upgrades and feature updates — tested and deployed without disruption
Software & Licences
✓ Software installation, updates and removal
✓ Microsoft 365 licence management — assign, remove, upgrade seats
✓ Third-party application patching (browsers, Adobe, Zoom, etc.)
✓ Licence audits — identify unused seats and reduce spend
✓ Software compatibility checks before new installations
Users & Identity
✓ User account creation and deactivation (Active Directory / Entra ID)
✓ Password resets and account unlocks
✓ Multi-factor authentication (MFA) setup and enforcement
✓ Role-based access control — who can access what
✓ Conditional access policies — device compliance and location rules
✓ New staff onboarding IT checklist — device, account, email, access
✓ Offboarding — account deactivation, data preservation, licence recovery
Email & Communication
✓ Microsoft 365 email setup and troubleshooting
✓ Shared mailbox creation and permission management
✓ Distribution group and Microsoft Teams setup
✓ Email security configuration — SPF, DKIM, DMARC
✓ Anti-spam and anti-phishing filter management
✓ Teams administration — channels, guest access, policies
✓ SharePoint and OneDrive — site management, permissions, storage
Nerwork & Connectivity
✓ Wi-Fi setup, access point management and coverage troubleshooting
✓ Router, firewall and switch monitoring and basic configuration
✓ VPN client setup and connectivity troubleshooting
✓ ISP liaison and internet connectivity support
✓ Guest network setup and segmentation
Security & Compliance
✓ Endpoint Detection & Response (EDR) — monitoring and incident response
✓ Security event alerting and triage
✓ Phishing simulation and staff security awareness training
✓ NZ Privacy Act 2020 readiness — breach notification procedures
✓ NCSC Essential 8 gap identification and basic remediation
Backup & Recovery
✓ Cloud backup configuration and policy management
✓ Backup monitoring — daily job success/failure alerts
✓ Monthly test restores — verify backups actually work
✓ Data recovery from backup after accidental deletion or hardware failure
✓ Ransomware recovery assistance — first response and isolation
Servers & Infrastructure
✓ Server health monitoring — CPU, RAM, disk, services
✓ NAS and file server maintenance and permission management
✓ Scheduled maintenance windows — zero-disruption after hours
✓ Virtualisation platform monitoring (Hyper-V / VMware)
Reporting & Strategy
✓ Monthly IT health report — uptime, tickets, security events
✓ Asset register and IT Glue documentation — always up to date
✓ Vendor management — coordination with hardware, software and ISP suppliers
✓ IT procurement advice — unbiased recommendations for hardware and software
✓ Quarterly IT strategy and roadmap review (Premium / vCIO)
✓ Annual IT budget planning and technology refresh planning
Get Expert IT Support Today
Mon–Fri 8:30am–5:30pm NZST
P.O. Box 9120, Newmarket, Auckland 1023
Emergency: 24/7 for Managed IT clients