IT Support That Actually Responds
Real technicians. Real solutions. Real fast. Our qualified help desk team delivers responsive support with guaranteed SLAs and industry-leading satisfaction rates.
Guaranteed Response Times
We don't just promise fast support—we guarantee it. Our SLAs ensure you get the help you need, when you need it, with clear escalation paths.
Response
15 minutes
Resolution
4 hours
Examples
- Server down
- Network outage
- Security incident
- Email system failure
Response
30 minutes
Resolution
8 hours
Examples
- Application crashes
- Printer serving multiple users
- VPN issues
- Shared drive problems
Response
2 hours
Resolution
24 hours
Examples
- Software installation
- Password resets
- Individual PC issues
- Email configuration
Response
4 hours
Resolution
48 hours
Examples
- How-to questions
- Feature requests
- Training inquiries
- Scheduled changes
Qualified Technicians, Not Scripts
When you call our help desk, you speak to real, qualified IT professionals who can actually solve your problems—not read from a script.
Qualified Technicians
Our team holds Microsoft, CompTIA, and vendor-specific certifications. Every technician undergoes continuous training to stay current with evolving technologies.
Industry Certifications
Microsoft Certified Professionals, CompTIA A+, Network+, Security+, and Azure certifications ensure expert-level knowledge across your IT stack.
Dedicated Support Team
No overseas call centers or rotating contractors. You'll work with the same experienced team who know your environment and your business.
Local & Remote Support
Get help your way—remote support for quick fixes, or on-site visits when hands-on assistance is needed. We come to you.
Extended Hours Coverage
Business hours support as standard, with 24/7 emergency coverage available for critical issues. We're here when you need us.
Multiple Contact Channels
Reach us by phone, email, chat, or our client portal. Submit tickets however works best for you and track progress in real-time.
Support You Can Count On
We measure everything so we can continuously improve. Here's how we're doing.
What We Support
From simple password resets to complex technical issues, our help desk handles the full spectrum of IT support requests.
How Our Support Works
A streamlined process designed to get you back to work as quickly as possible.
Contact Us
Reach out via phone, email, chat, or our support portal. We'll acknowledge your request immediately.
Ticket Created
Your issue is logged, prioritized, and assigned to the right technician based on expertise and availability.
Initial Response
A technician contacts you within our SLA timeframe to gather details and begin troubleshooting.
Resolution
We work on your issue—remotely or on-site—keeping you informed of progress until it's resolved.
Verification
We confirm the fix with you and ensure everything is working properly before closing the ticket.
Follow-Up
You receive a satisfaction survey and we document the solution to prevent future occurrences.
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IT Support FAQ
Common questions about our helpdesk and support services.
Our average response time is under 15 minutes during business hours. Critical issues are prioritised immediately. After-hours support is available for clients on our premium plans, with emergency response within 30 minutes.
Yes. Most issues are resolved remotely within minutes. For hardware problems, network changes, or situations that require hands-on work, our technicians come to your site — typically within the same business day in the Auckland region.
Standard support runs Monday–Friday, 8am–6pm NZST. After-hours and weekend support is available on our premium plans, with emergency escalation for critical issues around the clock.
You can reach us by phone, email, or through our client portal. Tickets are automatically triaged by priority and assigned to the right technician. You'll receive real-time status updates until the issue is resolved.
Yes — we streamline employee onboarding by provisioning accounts, configuring devices, setting up email and applications, and ensuring proper security policies are applied. New hires can be productive from day one.
While we're based in Auckland and offer on-site support across the region, our remote support capabilities mean we work with businesses throughout New Zealand. Cloud-managed tools let us monitor and maintain your systems from anywhere.
Need IT Help Right Now?
Don't struggle with technology issues alone. Our help desk team is ready to assist you with fast, friendly, and effective support.
Average response time: 15 minutes • 98% customer satisfaction