// Where we work
Where we cover, and what that honestly means.
On-site across the Sydney metro, remote across Australia. Rather than publishing a page for every suburb in Sydney and pretending each one is a local office, here is the straight version: what is covered on-site, what is covered remotely, and what to expect on timing.
// On-site
Sydney metro, hands on deck.
Anything physical: hardware, cabling, WiFi coverage, cameras, server work, or a fault that simply has to be seen. Travel within this area is included in the quote.
- Western Sydney and the Nepean. Penrith, Emu Plains, St Marys, Kingswood, Cranebrook, Glenmore Park, Werrington, Jamisontown.
- Greater Western Sydney. Parramatta, Blacktown, Seven Hills, Castle Hill, Baulkham Hills, Rooty Hill, Mount Druitt.
- Inner and central Sydney. The CBD, inner west and the surrounding business districts.
- Northern, southern and eastern Sydney. Covered on-site by arrangement, with timing agreed when the job is booked.
// Remote
Australia-wide, and it is not second best.
Most faults never need anyone in the room. Email problems, software faults, sync issues, server and cloud administration, security work, monitoring, backups and the majority of everyday breakage all get resolved in a secure remote session while you watch. Remote support is faster for you and cheaper than a callout, which is why it is the default even for customers a short drive away rather than a compromise for customers who are far.
The practical limit is honest and short: hardware, cabling, WiFi coverage and anything physically broken needs hands. Everything else is location-independent.
// Timing
What to expect, without the marketing.
- Reply within one business hour to a call or email during business hours, 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, booked at a time that suits you.
- A stopped business jumps the queue. Server down, whole office offline, or a suspected security incident gets picked up ahead of routine work.
- Emergency support outside business hours is available to customers on a managed plan.
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 to you when you are deciding who to trust.
// Questions
Coverage questions.
Do you charge a callout fee for travel?
Travel is included within the on-site area. Further out, any travel component is stated in the quote before you agree to it rather than appearing on the invoice afterwards. You will never get a surprise line item for kilometres.
What if we are outside the on-site area?
Remote support covers the whole of Australia and handles the large majority of faults, so being outside Sydney is rarely the obstacle people expect. For genuinely physical work further afield we will either travel by arrangement or tell you honestly that a local pair of hands makes more sense, and help you brief them.
Do you support businesses with several sites?
Yes, and it is one of the places a single accountable provider earns its keep, because multi-site problems are usually network and identity problems rather than local ones. Remote coverage means the second and third sites are not penalised for being further away.
How fast is on-site, honestly?
You hear back within one business hour. Remote fixes usually start the same day. On-site visits are typically booked within a day or two, and anything where a business is fully stopped jumps the queue. We deliberately do not advertise a guaranteed arrival time we could not meet for every customer at once.
Not sure if you are in range? Just ask.
Tell me where you are and what needs doing. If a visit is not practical I will say so, and tell you what remote can still fix.
Beam us a message 🛸