Table of Contents

• General
• Device & User Management
• Cyber Security & Backups
• Passwords & Identity
• Onboarding & Support
• Reporting & Strategy

General

1. What exactly do you do as a managed IT provider — and how is it different from just calling someone when something breaks?

Unlike break-fix IT where you call someone after things go wrong, we proactively monitor and manage your IT 24/7. That means fewer surprises, less downtime, and a whole lot less stress. And if something does pop up, we’re already onto it — fast.

2. How much do managed IT services in NZ actually cost — and is it worth it for a business like mine?

Managed IT services in NZ usually start at around $700 per month for a small 5-person business. But we don’t do one-size-fits-all — we’ll sit down with you to understand how your business runs, what systems you use, and where we can add value from day one. That way, you get a tailored price and a plan that actually fits.

3. What does the monthly fee actually include?

With us, your monthly fee covers all day-to-day IT support — no sneaky extras. Onboarding’s included too, so you won’t get hit with a big setup bill. We also create a strategic IT roadmap to help you plan ahead. If any bigger projects come out of that, we’ll quote them clearly so you can budget with confidence.

4. What kind of businesses do you work with — and will you actually understand how my business works?

We specialise in supporting professional services businesses — including engineers, project managers, lawyers, insurance and mortgage brokers. Because we work across these industries, we know what tools and setups work best — and sometimes we’ll spot opportunities you haven’t thought of yet. If something’s outside our lane, we won’t waste your time — we’ll connect you with the right people from our trusted network.

5. I’ve already got someone handling our IT — is it still worth talking to you?

Absolutely. We’re always happy to chat and see how things are working for you now. If you’re curious about how things could be improved, we also offer full systems reviews. These aren’t free — but if you choose to come onboard, we’ll credit 50% of the review cost back to you. It’s a smart way to get a second opinion without any pressure.

Device & User Management

6. How do you manage Macs and Windows devices?

We use remote monitoring tools to look after both Mac and Windows devices — patching, health checks, and early-warning alerts are all included. If something starts acting dodgy, we’ll usually know before you do.

7. Will you enforce policies across devices like mobile phones and laptops?

Yep — we can set up Mobile Device Management (MDM) to keep everything secure and consistent. We’ll work with you to build the right policy, get it signed off, then roll it out across the board.

8. Can staff keep using their personal Apple IDs?

Technically they can, but it makes things messy long-term. We recommend moving to Managed Apple IDs tied to your Google account — that way, if someone leaves or loses a device, you’re not locked out.

9. We have remote team members overseas — is that an issue?

Not at all. Most of our support is remote anyway. For overseas team members, we apply extra security rules and, if needed, line up local partners for on-site support.

10. What happens if I need on-site support — do you come to me, or is everything remote?

We’ll always try to resolve things remotely first — it’s faster and gets you back on track sooner. But if remote support isn’t an option, or just doesn’t cut it, we’ll have someone on-site in no time. Simple as that.

Cyber Security & Backups

11. How do you keep my business safe from cyber threats — and what makes your security better than others?

We take cybersecurity seriously — and we go well beyond what most providers offer. Our approach uses multiple layers of protection to stop threats before they cause damage. But we also know no system is bulletproof. That’s why we’ve got clear procedures for when things go sideways — and two more layers of recovery built in, just in case.

12. What tools do you use to keep our business secure?

We take a layered approach:

• Preventative: email filtering, DNS protection, and regular security awareness training.
• Detection: next-gen endpoint protection (EDR) monitored 24/7.
• Identity: real-time monitoring of login attempts.
• Recovery: a proper backup strategy — 3 copies, 2 mediums, 1 offsite.
• Response: a documented incident plan, just in case something slips through.

13. How often do you test backups?

We check backup status daily and run a manual restore test every month — it’s part of our standard process to make sure things work when you actually need them.

14. Do you do phishing simulations?

Absolutely. Every 3 weeks, staff get a quick training module plus the occasional phishing test. It’s light, it’s helpful, and it’s usually a requirement for cyber insurance.

Passwords & Identity

15. Can you help manage passwords across the business?

Yes — we can review your existing password manager setup (like NordPass) and implement best-practice policies. If you’re looking to switch, we include Bitwarden with our service — it’s secure, easy to use, and fully managed.

Onboarding & Support

16. Will switching IT providers be a nightmare — or can you handle the whole process for me?

Switching IT providers doesn’t have to be a headache. We’ll handle the transition for you — all we need is an intro to your current provider. From there, we’ll manage the handover and keep you in the loop if anything needs your input. Simple, stress-free, and fully managed.

17. What does the onboarding process look like?

We’ll have a kickoff call to get the ball rolling, set up everything in the background, and send your team a link to onboard their devices. If anyone gets stuck, we’ll jump on a quick call — or if you’re local, we’ll pop in and do it in person.

18. How long does onboarding take?

About two weeks for the basics, and another couple of weeks for AI and filters to settle in. No downtime, just steady rollout behind the scenes.

19. Will there be any downtime when we switch?

Nope — the process is designed to be smooth. Staff might need to spare 15 minutes to get set up, but otherwise you shouldn’t notice a thing.

20. How quickly can I get help when something breaks — and who am I actually talking to?

We guarantee a response within 1 hour for critical issues — but our average is actually just 12 seconds. If we miss your call, we’ll ring you straight back. Our helpdesk is based right here in Christchurch. Support’s available Monday to Friday, 9–5, with on-call options outside those hours if needed.

Reporting & Strategy

21. What kind of reports will we get?

We’ll send you:

• Email and Device Security Reports
• Backup Health Reports
• Phishing & Training Stats
• Support Ticket Logs

You can choose to receive these monthly or just get the highlights at a quarterly review — whatever suits your style.

22. Do you give proactive recommendations too?

Always. If we spot a pattern or risk (like a rise in email scams), we’ll act fast and make recommendations — often before you even notice the issue. Your quarterly review includes a roadmap for planning ahead.

23. Will you help with planning for the future — or are you just here to fix stuff when it breaks?

Planning is everything. We treat your business goals like our own. We’ll define key processes, explore where automation can save time and improve compliance, and help build a budget-friendly IT strategy that grows with you.