Managed IT that keeps your team secure, supported and productive.
We handle the day-to-day IT: support, standards, devices, security and improvements. All delivered by local Australian engineers.
Need help right now?
Email: [email protected]
Phone: 1800 112 872
Hours: Mon & Fri (business hours) + after-hours options for critical
Typical tools: Microsoft 365, Intune (device management), Microsoft Defender for Endpoint (EDR), Entra ID (identity), Veeam / Zerto (backups).
If you need SOC coverage, we can provide it via Huntress and other partners. Runbooks, tickets and asset updates are kept in Jira.
What we do
Day-to-day support
Fast help when you need it: consistent triage and prioritisation, clear escalation, and a portal so requests do not get lost (we run tickets in Jira).
Standards & protections
We standardise devices, access, security controls and documentation so issues drop over time. Living runbooks, not PDFs.
Proactive improvement
Monitoring, patching, fixes for recurring issues, threat detection on devices, and planned upgrades to cut down tickets and risk.
Reporting & planning
Regular reporting, quarterly planning reviews, and a roadmap so IT supports the business, not the other way around.
What’s included (typical)
These inclusions are what our estimator is based on, and they’re standard for most Managed IT customers.
Unlimited remote support (9am to 5pm): Remote support during business hours, with consistent triage, ticketing and escalation through Jira.
Microsoft 365 management: Baseline tenant housekeeping and common admin tasks included.
Self-service portal: A place for users to log and track tickets, and access self-help.
Standard SLA (next business day): Default acknowledgement and response target for the Essential tier.
Patch management and backups: PC and server patching schedule, plus cloud backup management.
24/7 system monitoring: Monitoring for core systems, with alerting.
Priority SLA (4 hours): Faster response and prioritisation for Managed customers.
* Managed tier includes everything in the Essential tier.
Advanced threat protection (EDR): Endpoint detection and response (Defender for Endpoint).
Disaster Recovery Planning: Design, runbooks and testing for critical systems.
Quarterly compliance reports: Scheduled compliance reporting for regulated environments.
Critical SLA (1 hour): Our fastest response target for critical incidents.
* Assured tier includes everything in the Managed tier.
Device baseline and compliance: Standard device builds, configuration hardening and compliance checks (deployed with Microsoft Intune).(Ref: Comans Services SOTS Roadmap 1)
Identity and access baseline: MFA, least-privilege admin practices and Microsoft identity management (Entra ID/Azure AD).
Backup and recovery readiness: Veeam / Zerto (or equivalent) with cloud targets (Wasabi/Azure) and documented restore testing.
Living documentation: Runbooks, playbooks and change logs stored and versioned in Jira so recovery steps stay current. JIRA ASSET UPDATES
Onboarding: Discovery, baselining and initial standardisation are included and usually spread across 12 months in the estimate.
Quarterly reviews and 90-day roadmap: Your Service Lead runs the reporting and a strategic planning session.(See: Nazareth College Master Project case study)
Ad hoc support: Prepaid block hours or pay-as-you-go rates are available for specific needs. Just ask.
Managed Security (MDR): Optional add-on for Essential / Managed (+$30/mo/device). Included in Assured tier.
Tooling and licences: Typical licences for Microsoft 365, Intune, Defender and standard backup tools are included where applicable; larger or custom licence requirements and hardware purchases are quoted separately.
Hours: Core service runs Mon to Fri during business hours. After-hours or 24/7 coverage is optional and priced as an add-on. (Ref: SOTS - Services Contract - Comans)
Onboarding timeline
1
Kick-off
Scope, contacts, access approvals.
2
Access and baseline
Inventory, identity, backups, risk register.
3
Stabilise
Device builds, patching and identity fixes (Intune and Defender).
4
Improve
Dashboards, fixes for repeat issues, and a simple plan.
What’s not included
Hardware and licences: Quoted separately based on your needs.
After-hours support: Optional add-on (24/7 coverage available).
Major projects: Large migrations or office moves are quoted as separate projects.
Make IT predictable.
