Question 1

What does managed IT support include?

Accepted Answer

Typical inclusions are proactive monitoring, helpdesk support for your staff, patching and maintenance, security hygiene, backup oversight, and regular reporting with a practical roadmap. Exact scope is written into your plan so you know what is monthly versus project work.

Question 2

How is managed IT priced in New Zealand?

Accepted Answer

Most businesses pay a fixed monthly fee per user or per device based on support scope, security needs, and environment complexity. Projects such as migrations or major upgrades are usually quoted separately so the monthly fee stays predictable.

Question 3

How quickly do you respond to critical issues?

Accepted Answer

Critical issues receive priority triage and updates during support hours, with emergency and 24/7 on-call cover available. Routine requests are handled in priority order so business-blocking problems are not stuck behind minor tickets.

Question 4

What are your support hours?

Accepted Answer

Standard office hours are Monday to Friday, 8am–5pm. Emergency support and 24/7 on-call cover are available for businesses that need escalation outside those hours.

Question 5

Do you offer onsite support in our region?

Accepted Answer

Yes. We provide onsite support across Auckland, Waikato, Bay of Plenty, and Tairāwhiti for projects, audits, hardware work, and critical incidents, backed by remote support day to day.

Question 6

Which areas do you cover?

Accepted Answer

Our strongest coverage is Auckland, Waikato, Bay of Plenty, and Tairāwhiti. Ask us if you have additional sites—remote support can cover many scenarios beyond those regions.

Question 7

Can you take over from our current IT provider?

Accepted Answer

Yes. We use a structured transition: discover and document the environment, secure access handovers, then phase changes to avoid disrupting staff. You should not need a risky “big bang” cutover.

Question 8

What is the onboarding process?

Accepted Answer

Onboarding usually starts with discovery, access and asset documentation, a security baseline, and agreement on support channels. We prioritise quick wins and material risks before optional projects.

Question 9

Can you manage Microsoft 365 licensing and admin?

Accepted Answer

Yes. We help with licensing decisions, tenant security basics, user onboarding/offboarding, and ongoing administration so Microsoft 365 stays usable and safer as your team changes.

Question 10

Do you help with cyber security awareness?

Accepted Answer

Yes. We provide practical guidance, phishing awareness support, and policy pointers that match how small and mid-sized NZ teams actually work—not generic enterprise theatre.

Question 11

How do backups and recovery work?

Accepted Answer

Backups should run automatically to resilient storage with restore testing—not just a green “backup job succeeded” icon. We design and oversee backup approaches around the systems your business cannot afford to lose.

Question 12

Is the cloud automatically backed up?

Accepted Answer

Not in the way most businesses mean. Microsoft 365 and other cloud platforms have service resilience and some recovery tools, but you still need an explicit retention and backup strategy for malicious or accidental data loss.

Question 13

What industries do you specialise in?

Accepted Answer

We regularly support construction and trades, professional services, and manufacturing/engineering teams, along with other growing NZ businesses that need practical, security-aware IT.

Question 14

Do you support multi-site or field-based teams?

Accepted Answer

Yes. Many clients mix office staff with mobile or job-site users. We plan identity, devices, connectivity, and support channels around that mix.

Question 15

Will staff be able to contact support directly?

Accepted Answer

Yes. Users can typically call, email, or use the support portal depending on your agreement. We keep the path to help simple so people do not wait on an internal bottleneck for routine issues.

Question 16

What is the difference between your IT Health Check and a formal audit?

Accepted Answer

The online IT Health Check is a preliminary self-assessment with deterministic Tier1 scoring and practical next steps. It is not a formal audit, certification, or penetration test.

Question 17

Do we need a long contract to get support?

Accepted Answer

Engagement terms depend on the service agreement we put in place for your plan. We focus on clear inclusions and a transition that works for both sides—ask us about term options when you enquire.

Question 18

Can you help after a cyber incident?

Accepted Answer

Yes. We can help with incident response support, containment guidance, and recovery planning. If you suspect an active incident, contact us quickly and avoid making irreversible changes before triage advice.

Question 19

Do you only support Microsoft environments?

Accepted Answer

Microsoft 365 and modern Windows workplaces are a core strength, but real businesses are mixed. Tell us what you run—we will be upfront about best fit versus specialist systems that need a different vendor.

Question 20

How do we get started with Tier1?

Accepted Answer

Send a contact enquiry with your location, approximate headcount, and main systems, or run an IT Health Check first. We will follow up with clear next steps—usually a discovery conversation before any major change.

Question 21

I am getting a new phone. How do I move my work authenticator across?

Accepted Answer

Ring us before you wipe or trade in the old phone, while you can still approve a sign-in on it. Authenticator profiles do not transfer in an ordinary phone backup, so each account has to be re-enrolled—and most re-enrol by scanning a code on a screen, so have your laptop with you rather than doing it on the road.

Question 22

My banking or authenticator app stopped working after I changed phones.

Accepted Answer

Check for a pending software update first, then remove and reinstall the app from the store rather than restoring it from a backup. Apps restored from a backup often carry a broken state across with them; a fresh install clears it.

Question 23

Someone remotely accessed my computer pretending to be my bank. What now?

Accepted Answer

Ring your bank to freeze accounts, then ring us. We identify what remote access tool was used and whether it is still installed, scan the machine, and change what was exposed. Do not wipe or reinstall first—how they got in is worth knowing, and remote access tools are legitimate software that antivirus often will not flag.

Question 24

A scammer asked me to unplug my second monitor. Why would they do that?

Accepted Answer

Because a remote session shows them one screen at a time, and a single small display puts everything you do in front of them with nothing kept out of view. It is a control tactic, and on its own it is reason enough to end the call.

Question 25

Our computers are slow. Do we need new ones?

Accepted Answer

Often not. We remote in while it is actually being slow and measure what the machine is doing—if memory and processor are barely moving while the screen crawls, the hardware is fine and the software is the problem. Ring us while it is happening, because a slow machine at rest tells us very little.

Question 26

Our industry software is slow. Can you fix it?

Accepted Answer

We can prove where the problem sits, which is the first thing the vendor will ask. If your device is comfortably keeping up and one application is still crawling, that is a case for the software vendor—and we give you the evidence to raise it, then stay involved if something needs changing at our end.

Question 27

Our printer keeps dropping off the network.

Accepted Answer

Nearly always the network path rather than the printer—the cable between printer and switch, the power injector along it, or the small router it connects through. If a stack of paper appears once it reconnects, that is the print queue flushing, which confirms it was connectivity rather than the printer itself.

Question 28

Do we need a password manager?

Accepted Answer

It is the single change that removes the most risk for the least disruption, because it ends both password reuse and the notes stuck to monitors. Set it up before an incident rather than during one—we most often deploy these to people who have just been through something.

Question 29

If I leave the company, what happens to the passwords in the password manager?

Accepted Answer

Keep work and personal credentials in separate vaults from the start. The work vault belongs to the business and stays with it; your personal one is yours and leaves with you. Mixing them creates an awkward conversation later and is much harder to unpick after the fact than to set up correctly now.

Question 30

How do we know our backups are actually working?

Accepted Answer

Because they are tested, not because they ran. A backup that reports success and cannot be restored is common enough that a completion tick is worth very little on its own. We report regularly and test restores rather than trusting the job to say it finished.

Managed IT FAQs for NZ Businesses

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