Frequently Asked Questions

Common questions about IT support and managed services.

What are your support hours?

Our remote helpdesk is available 24/7 — either as part of a managed plan or at ad-hoc rates. 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?

Our managed IT services include 24/7 monitoring, proactive maintenance, security updates, security patches, unlimited helpdesk support, and strategic planning - everything you need to keep your technology running smoothly.

How are managed IT services different from break-fix?

Break-fix means you only call IT when something breaks, leading to unpredictable costs and downtime. Managed IT services are proactive - we prevent problems before they occur and provide predictable monthly pricing.

Can you take over our existing IT systems?

Yes, our managed IT services can take over management of your existing IT infrastructure. We'll conduct an assessment to understand your current setup and create a seamless transition plan.

What cyber threats should my business worry about?

The most common threats — phishing, ransomware, and business email compromise — account for the majority of incidents hitting Australian businesses. Our layered approach means most of these are blocked before they reach your team, and those that get through are caught and contained quickly.

Do you provide security training for staff?

After training, businesses typically see a significant drop in staff clicking on suspicious links. Your team learns to recognise and report threats confidently — turning your biggest vulnerability into an active security asset.

Can you help with compliance requirements?

Businesses we work with maintain their compliance posture with documented evidence for auditors — whether that's healthcare privacy, financial regulations, or general data protection. We assess your specific requirements and implement the controls you need.

What is SIEM and why do I need it?

Businesses with SIEM monitoring catch sophisticated attacks that bypass antivirus — including fileless malware, living-off-the-land techniques, and zero-day exploits. SIEM collects and analyses security data from across your systems, with human experts ready to respond when threats are detected.

How is this different from antivirus?

Antivirus catches known threats; SIEM catches the ones designed to evade it. Our SIEM has 24/7 human analysts who investigate suspicious activity — meaning real people assess and respond to threats, not just automated alerts that pile up unread.

What happens when a threat is detected?

Compromised devices are isolated within minutes, the threat is removed, and we coordinate remediation with you. You get protection and resolution, not just a notification that something happened.

Is this included in managed IT packages?

Every endpoint we manage gets Huntress EDR with 24/7 SIEM monitoring as standard — because enterprise-grade security should be baseline protection, not an expensive add-on.

Is the cloud secure for business data?

Yes, cloud platforms like Microsoft 365 and Azure have extensive security measures that often exceed what most businesses can implement on-premises. We add additional security layers as needed.

Can we migrate gradually to the cloud?

Absolutely. We typically recommend a phased migration approach that minimises disruption to your business while moving you to the cloud at a comfortable pace.

Will cloud solutions work with our existing systems?

We design cloud solutions that integrate with your existing business applications. We'll assess compatibility and plan the best approach for your situation.

Can you improve our slow network?

Most of our clients see a noticeable improvement within the first week. We assess your current setup, identify the bottlenecks costing you productivity, and implement fixes — often simple changes deliver significant speed gains.

Do you provide WiFi for businesses?

We design business-grade WiFi that covers your entire workspace with separate secure networks for staff and guests — so dead zones and dropped video calls become a thing of the past.

Can staff work remotely on our network?

Your remote team gets the same secure, fast access to company resources as if they were sitting in the office — without the risky workarounds or unsecured connections.

How often should backups run?

The right frequency depends on how much data your business can afford to lose. Most of our clients back up multiple times per day, meaning they lose minutes of work at most — not days or months.