IT support in Sydney from a human who answers.

// Scope

What we fix.

If it plugs in, beeps, or mysteriously dies at 4:59pm on a Friday, it's in scope. The regulars:

• Email and Outlook. Mail not sending, sync loops, missing folders, shared mailboxes gone quiet, mail landing in spam.
• Computers and servers. Slow machines, failing drives, blue screens, machines that won't start, servers making new and interesting noises.
• WiFi and networks. Dropouts, dead spots, internet down, the printer that vanished off the network again.
• Printers and peripherals. Yes, really. Someone has to.
• Viruses, malware and scams. Clean-up after the wrong click, plus honest advice on stopping the next one. Our guide to cyber security for small business in Sydney lists the controls to set up first.
• Backups and recovery. Getting files back, and making sure there's something to get them back from next time.

Microsoft 365 and Outlook.

Email problems come up constantly, and most of them are the same handful of faults. We have written the fixes up so you can try them before you ring, or hand them to us with the diagnosis half done.

• The Microsoft 365 and Outlook problems that keep coming back: Outlook says disconnected, OneDrive not syncing, the endless sign-in loop, and why the same faults return until the setup is fixed.
• Outlook not receiving emails: find the cause, in order, from checking webmail first through quarantine, rules, mailbox size and MX records to a message trace.
• Shared mailbox in Microsoft 365: when to use one instead of a licence, the three permissions, and why it does not appear in Outlook.

If the guide does not fix it, the remote session usually does, the same day.

// The process

How it works.

• Get in touch. Phone or email, and a real person replies within one business hour. Describe the problem in your own words, jargon not required.
• Triage. A few quick questions to work out whether it's a five-minute fix, a remote session or a visit. You get an honest read before anything's booked.
• Remote fix first. Most problems die in a secure remote session while you watch. Faster for you, cheaper than a callout.
• On-site when it needs hands. Hardware, cabling, WiFi and anything physical gets a visit, across the Sydney metro including Parramatta and Western Sydney.
• Notes, not mysteries. You get told what broke, what we did, and what would stop it happening again. In English.

// Help desk

IT help desk for Sydney business: how a ticket actually runs.

"Help desk" here means a phone number and an email address that reach an engineer, not a portal that promises a callback. Here is the path a problem takes from the moment you raise it.

• You ring or email. 02 9707 0999, or email, Monday to Friday, 8:30am to 5:30pm. A real person replies within one business hour. Describe it in your own words; jargon is our job, not yours.
• Urgent means phone. If the office is down, call rather than email so it is heard now. A ticket number is a receipt, not a response. The clock starts when a person picks it up, and here that is the same person who fixes it.
• Triage in minutes. A few questions sort a five-minute fix from a remote session from a visit, and you get an honest read before anything is booked or billed.
• Remote session, while you watch. Most fixes happen here, usually the same day. Nothing is done on your machine that you cannot see on the screen.
• Notes afterwards. What broke, what we did, and what would stop it recurring, in English. If the same fault keeps coming back, that is a setup problem, and we will say so rather than keep billing for the symptom.

Response is not resolution. We commit to the reply time. How long the fix takes depends on the fault, and we tell you the likely time at triage rather than pretending a dead drive and a forgotten password are the same job. If you are comparing providers on this, what a real IT support SLA looks like sets out the response tiers in plain English.

// Timing

Same-day remote, on-site within a day or two, and what jumps the queue.

The timing statements, out of the fine print and in one place.

• Reply within one business hour to a call or email, Monday to Friday, 8:30am to 5:30pm.
• Remote fixes usually start the same day, once we have triaged what is actually wrong.
• On-site visits are typically within a day or two, across the Sydney metro including Parramatta, Blacktown, Penrith and the CBD, booked at a time that suits you. Travel is included inside the on-site area, and northern, southern and eastern Sydney are covered by arrangement.
• A stopped business jumps the queue. Server down, whole office offline, or a suspected security incident gets picked up ahead of routine work.
• After hours. Emergency support outside business hours is available to customers on a managed plan. Ad-hoc support is business hours.

You will notice there is no guaranteed arrival-time promise here. That is deliberate. A small provider who guarantees a two-hour on-site response to everyone is guaranteeing something they cannot deliver if two customers break at once, and the honest version is more useful when you are deciding who to trust. Suburb by suburb detail is on the service areas page; the Western Sydney specifics are on the IT support Penrith page.

// The small end

Home office and sole trader support.

One person, one laptop, a phone and a domain is a business, and it gets the same engineer as a fifty-seat office. $140 an hour, no contract, no minimum spend, quoted before work starts. A monthly plan is usually the wrong answer at this size, and we will say so. What that covers for home offices:

• Slow computer: repair or replace? The industry default is "replace". Most slow machines need an SSD, a battery or a power jack, and those are nearly always worth doing on a machine with good bones. The honest maths, including the migration time everyone forgets, is in repair or replace: the honest maths on fixing computers.
• Email on your own domain that does not land in spam, with the mail authentication set up properly. See business email and Microsoft 365 setup.
• Home WiFi that drops in the back room. Usually a design problem, not an extender problem. Start with how to improve home WiFi signal.
• A backup that actually exists. A laptop that holds the whole business needs a copy somewhere else, and that copy needs to have been restored from at least once.
• Data recovery when the drive has already failed. Stop using it and ring. Continuing to write to a failing drive is what turns a recoverable job into an unrecoverable one. We do drive and video recovery in-house rather than shipping it to a lab.

// The honest bit

One-off fix or ongoing cover?

Break/fix suits businesses where a computer problem is an annoyance: you call, it gets fixed, everyone moves on. It stops making sense when downtime costs you billable hours, or you notice you're calling every other week. At that point the maths flips, and it's cheaper to have the same engineer watching, patching and fixing things before they break under our flat-fee monthly IT plans for Sydney business. Same human, different arrangement. We'll tell you straight which one you actually need, including when the answer is "stay on break/fix, you're fine". You can compare plan prices and inclusions on our small business IT support in Sydney page.

Indicative pricing ex GST. Parts and licences at cost. You get the number before work starts, not after.

// Questions

IT support, your questions answered.

// Pairs well with