Frequently Asked Questions

Common questions about IT support and managed services.

What are your support hours?

Our remote helpdesk operates Monday to Friday, 6:30am to 6pm — available as part of a managed plan or at ad-hoc rates. After-hours support is available depending on your plan. On-site support is available during business hours across Brisbane, Gold Coast and Tweed.

How quickly do you respond to support requests?

We respond quickly to all support requests — most issues are resolved in a single session. Critical issues affecting business operations are prioritised for immediate attention.

Do you provide on-site support?

Yes, we provide both remote and on-site support across Brisbane, Gold Coast and Tweed. Many issues can be resolved remotely, but we'll come to you when needed.

What do managed IT services include?

Managed IT services from Netluma IT are built around three outcomes: keeping your business running smoothly, protecting your team and data, and making sure your IT supports your growth. In practice, that means 24/7 monitoring catches problems before they reach your team, proactive maintenance keeps systems up to date and secure, and unlimited remote helpdesk support during business hours (6:30am–6pm weekdays) gives your staff fast answers without per-call charges. Your data stays protected through endpoint security, verified backups, and access controls. Regular technology reviews keep your IT aligned with your business direction. Microsoft 365 or Google Workspace administration, user onboarding, hardware advice, and vendor coordination are all included. After-hours helpdesk support is available depending on your plan. Everything is bundled into one predictable monthly fee per user — no hidden charges, no per-incident fees, and no surprise invoices.

How are managed IT services different from break-fix IT support?

Break-fix IT support (also called ad-hoc or pay-as-you-go) means you only contact an IT provider after something has already gone wrong. You experience the full impact of every outage, pay unpredictable per-incident fees, and there is no ongoing relationship or documentation of your environment. Managed IT services take the opposite approach — we monitor your systems continuously, identify potential problems before they cause disruption, and maintain your infrastructure proactively. The result is fewer emergencies, faster resolution when issues do occur (because we already know your systems), and predictable monthly costs. Most businesses find that managed IT services cost less than break-fix when you factor in the true cost of downtime, lost productivity, and emergency callout rates.

Can you take over from our current IT provider?

Yes, we regularly help businesses transition from their current IT provider to Netluma IT managed services. We understand this can feel daunting — especially if your current provider is uncooperative or has not documented your environment properly. Our transition process runs both providers in parallel briefly to ensure nothing falls through the cracks. We gather credentials, audit your current systems, deploy our monitoring and security tools, and document everything thoroughly. Most transitions are completed within two to four weeks, and your team experiences zero downtime during the switch.

How much do managed IT services cost in Australia?

Managed IT services are typically priced per user per month, which makes costs predictable and scalable as your team grows. The exact investment depends on your team size, the complexity of your environment, and any specific compliance or security requirements. As a guide, Netluma IT offers managed IT packages starting from $330 per user per month (ex GST) for our Basic tier — keeping your day-to-day IT running smoothly with fast helpdesk response, fewer interruptions, and reliable recovery. Our Essentials tier at $475 per user per month builds a more protected and resilient team — reducing security incidents, keeping staff security-aware, and giving you clearer visibility of risk. Unlike some providers, we do not charge extra for monitoring, security tools, or remote support — these are all included in your monthly fee.

What is the difference between managed IT services and managed IT support?

The terms are often used interchangeably, but there is a subtle distinction. Managed IT support typically refers to the helpdesk and reactive support component — your team calls when they need help, and issues are resolved remotely or on-site. Managed IT services is the broader term that encompasses everything: proactive monitoring, maintenance, security, backup, strategic planning, and helpdesk support. At Netluma IT, our managed IT services include both — your team gets unlimited support when they need it, plus all the proactive work that prevents problems from reaching them in the first place.

How quickly do you respond to IT support requests?

Every managed IT plan includes priority-based SLAs with guaranteed response times: P1 Critical (outages, major downtime) — 1 hour response, 3 hour resolution target; P2 High (significant disruption) — 2 hour response, 4 hour resolution target; P3 Medium (standard issues) — 3 hour response, within 1 business day resolution target; P4 Low (non-urgent requests) — 4 hour response, within 2 business days resolution target. Resolution targets are goals, not guaranteed timeframes. In practice, we consistently exceed these SLAs — 96% of issues are resolved within the first hour. This is possible because we use professional remote support tools, we already have secure access to your systems, and our technicians have documentation about your environment. For urgent on-site support across the Gold Coast and Brisbane, we aim to attend the same business day. Our remote helpdesk operates 6:30am to 6pm Monday to Friday, with after-hours support available depending on your plan.

Do you lock businesses into long-term contracts?

No. Our standard managed IT services agreement is month-to-month, meaning you can leave at any time if you are not satisfied. We believe in earning your business every month through the quality of our service, not locking you in with multi-year contracts. We do offer optional discounts for clients who prefer a longer commitment, but this is entirely at your discretion. Most of our clients stay with us for years — not because they are contractually obligated, but because we deliver consistent, reliable managed IT services that make their lives easier.

What size businesses do your managed IT services suit?

We specialise in managed IT services for businesses with 2 to 500+ staff. This range includes small businesses that have outgrown ad-hoc IT support, growing businesses that need more structure and security, and established organisations that want a dedicated managed IT partner without the overhead of building a full internal IT department. Our managed IT services scale with you — the same tools, processes, and team that support a 5-person office also support a 200-person organisation, with pricing that adjusts based on your actual user count.

Do your managed IT services support Mac and Apple devices?

Yes. Many businesses — particularly in healthcare, creative industries, and professional services — run mixed environments with both Apple and Microsoft devices. Our managed IT services cover Mac, iPad, iPhone, and Windows equally. We do not treat Apple devices as an afterthought or charge extra to support them. Our Apple support includes macOS setup and configuration, Microsoft 365 and Google Workspace integration, device management and security, and ensuring Apple devices work seamlessly alongside your Windows infrastructure.

What areas do your managed IT services cover?

Netluma IT provides managed IT services across the Gold Coast, Brisbane, Tweed Heads, Logan, and surrounding regions. On the Gold Coast, we cover from Coomera and Pimpama in the north through Southport, Bundall, and Surfers Paradise, down to Robina, Burleigh Heads, and Coolangatta. In Brisbane, we service the CBD, Northside, Southside, Western suburbs, and the Bayside. Because we handle the majority of managed IT support remotely, location within our service area does not affect response times for most issues. When on-site visits are required, we schedule them efficiently across both regions.

What industries do your managed IT services specialise in?

While our managed IT services support businesses across many industries, we have particular expertise in healthcare and allied health (physios, psychologists, NDIS providers, medical centres), trades and field-based businesses (electricians, plumbers, builders, landscapers), and professional services (accountants, lawyers, financial planners, insurance brokers). We also support hospitality, creative agencies, finance, real estate, and not-for-profit organisations. Our cross-industry experience means we often identify solutions and best practices from one sector that benefit clients in another.

What happens if our internet goes down — can you still help?

If your internet connection drops, our monitoring systems detect the outage immediately and our team begins troubleshooting with your internet provider on your behalf. For issues that can be resolved remotely once connectivity is restored, we queue the fix and apply it as soon as your connection comes back. For critical outages, we can attend on-site to diagnose whether the issue is with your internal network or your internet provider. We also help businesses configure backup internet connections with automatic failover, so a single connection failure does not take your entire office offline.

Why is there an onboarding fee?

Managed IT services require upfront setup to ensure systems are secure, monitored, and fully supported. The onboarding fee covers tasks such as security configuration, identity setup, device onboarding, backup configuration, and documentation. This work is completed once at the beginning of the relationship so ongoing support can run smoothly.

Does onboarding differ between Microsoft 365 and Google Workspace?

Yes. Microsoft 365 environments typically require more security and configuration work than Google Workspace. As a result, onboarding fees may vary slightly depending on the platform your business uses.

What exactly is co-managed IT?

Co-managed IT is a partnership model where an external IT provider works alongside your existing IT staff. Instead of replacing your internal team, we complement their skills with additional capacity, specialist tools, and extended coverage. Your IT person retains control of day-to-day operations while we handle areas like 24/7 monitoring, security management, vendor escalations, and strategic planning — the things that are difficult for a team of one or two to sustain consistently.

How is co-managed IT different from fully managed IT?

With fully managed IT, we handle everything — your business doesn't have internal IT staff, and we act as your complete IT department. Co-managed IT is different because your business already has IT capability. We work with your existing team to fill specific gaps — whether that's after-hours monitoring, security tooling, escalation support, or capacity during busy periods. Your internal person stays in charge; we provide the backup they need.

Will you try to replace our IT person?

No — that's the opposite of what co-managed IT is designed to do. Your internal IT staff are an asset because they understand your business, your people, and your systems better than anyone external could. Our role is to make them more effective by giving them access to tools, resources, and support capacity that would be impractical for a small team to maintain independently. We work for them, not instead of them.