Frequently Asked Questions

Our Managed IT Support covers proactive monitoring, unlimited remote support, patching, backups, cybersecurity, device and network management, cloud support and ongoing optimisation. We manage your entire IT environment so your team can stay productive.

Yes — on-site support is available for businesses in Christchurch City, Selwyn District, Waimakariri District (including Rangiora) and Ashburton District. Remote support is available across the APAC region.

We begin with an initial consultation to understand your needs and confirm we’re the right fit. If we proceed, we complete an initial assessment, stabilise your environment, secure your systems and document everything before moving into ongoing management.

Our engineers respond quickly to minimise downtime. Most issues are resolved remotely within minutes, and urgent issues are prioritised immediately.

Yes — we support Linux-based systems, open-source platforms and cost-saving alternatives such as Proxmox and other licensing-efficient solutions.

Absolutely. We manage setup, security, licensing, troubleshooting and ongoing administration for both platforms.

We support small to medium organisations across APAC and Canterbury — from single-site teams to multi-site or remote-first businesses.

Yes — Managed IT Support reduces downtime, prevents recurring issues and includes cost-saving recommendations such as open-source alternatives. This results in lower long-term IT costs and fewer unexpected expenses.

Yes — monitoring runs 24/7, and after-hours support is available depending on your service plan.

Yes — we manage antivirus, threat detection, firewall oversight, patching, security hardening and backup protection to keep your business secure. This is all part of our cybersecurity services.

Sometimes — it depends on your package pricing. We’ll confirm any call‑out fees before scheduling your visit so there are no surprises.

If an issue can’t be resolved during the visit, we’ll discuss the situation and possible solutions with your key stakeholders. Once a plan is agreed upon, we’ll action the next steps as soon as possible.

We manage and maintain proprietary solutions such as Microsoft Windows products, as well as the broader and often complex world of Linux.

Absolutely. We set up workstations, laptops, peripherals, meeting room equipment, audio‑visual systems and surveillance hardware. If it needs to be installed, configured or connected, we can take care of it. This is all included as part of our on‑site IT support.

Most day-to-day IT problems can be resolved remotely, including software errors, email issues, access problems, performance concerns, cloud app troubleshooting and general user support. If an issue requires hands-on work, we’ll let you know and recommend the next steps.

If remote troubleshooting isn’t possible, we’ll advise you immediately. You can choose to book an on-site visit through our On-Demand or Ad Hoc Monthly Plan packages.

Yes — we support Windows, Linux, Android and iOS devices. We also assist with AWS, Microsoft 365, Google Workspace, Proxmox, VMWare, Nextcloud and Odoo.

Absolutely. We use encrypted, industry-standard remote access tools. Access is granted only with your permission, and all sessions are logged and monitored for security.

On-demand support does not require any installation — we use a secure, web-based one-time remote access system that expires after each session.

Managed clients will require an application suite depending on the plan selected. Our team will help you establish your initial remote support connection and install the required secure access tools. The setup only takes a few minutes and ensures our engineers can connect safely to your device.

Response times vary depending on your support package. On-Demand and Ad Hoc Monthly Plan customers receive assistance during business hours, while managed clients receive priority response.

Yes — we diagnose and resolve issues with Microsoft 365, Google Workspace, AWS and other cloud platforms. We also assist with user access, MFA, password resets and authentication problems.

Yes — emergency on-demand support is available on a prepaid basis. This is ideal for urgent issues that need immediate attention.

Yes — our NZ-based engineers provide support across the Asia Pacific (APAC) region, making us ideal for organisations with distributed teams.

Yes. Small and medium businesses are frequent targets because they often have fewer protections in place.

Common threats include phishing, ransomware, account compromise, data breaches and malicious software.

Layered security uses multiple protections across people, devices, networks and cloud services to reduce risk.

An immutable backup cannot be changed, deleted or encrypted — even by ransomware.

Most businesses review their security annually or when major changes occur.

We review your systems, configurations, vulnerabilities and user practices to identify risks and recommend improvements.

Yes. We assist with security controls, documentation and best‑practice recommendations to support compliance and insurance needs. This is all part of our cybersecurity services.

We help identify the cause, contain the issue and guide you through recovery steps.

Yes. We support businesses across New Zealand and the wider APAC region.

Pricing depends on the level of protection your business needs. Our tiered packages are listed on the Pricing page.

We offer strategic guidance across a wide range of areas, including IT planning, technology roadmaps, cloud adoption, cybersecurity improvements, system reviews and project support. Our goal is to help you make informed, future-proof decisions.

We start by understanding your goals, challenges and current environment. From there, we assess risks, identify gaps and recommend solutions that align with your budget, growth plans and operational needs — not just the latest trends.

Our process typically includes an initial discussion, a review of your current systems, a clear set of recommendations and optional support with implementation. Every engagement is tailored to your business and the outcomes you want to achieve.

We complement your existing team by providing strategic guidance, specialist expertise or additional capacity during busy periods. Your internal staff remain in control — we simply extend their capability where needed.

Yes. We can assist with planning, vendor selection, solution design, risk management and overseeing the project to ensure it stays on track and delivers the intended results. This is all part of our IT consulting services.

Absolutely. We assess your requirements, compare suitable options and provide clear recommendations so you can choose the right tools with confidence.

Yes. We can review your infrastructure, security, processes and overall IT health to identify risks, inefficiencies and opportunities for improvement.

Both. You can book a single session for targeted advice or engage us for ongoing strategic support as your business evolves.

Consulting is typically billed hourly or per engagement, depending on the scope. We provide clear estimates upfront so you know exactly what to expect before any work begins.