Managed IT Support

Managed IT Support covers monitoring, updates, verified backups and quarterly health checks for organisations without in-house IT staff.

Each plan names the people on both sides: who monitors the server, who verifies restores, and who answers the phone at 8:00 am. The same team builds the software.

What every managed plan includes

Proactive monitoring of the InsightSuite server and services, business hours and after hours.
Updates and hotfixes applied and verified outside business hours.
Backup verification with a documented restore test every quarter.
A quarterly health check report: usage, storage, performance.
Priority response queue, 8:00 am to 6:00 pm AEST, Monday to Friday.
An annual planning session: what is changing, what to schedule, what to budget for.

The quarterly health check

Each quarter you receive a short written report: how the system performed, what was fixed before it failed, how storage and backups are trending, and what deserves attention next quarter. It ends with a half-hour call.

The report is the same document the company’s own management reads.

Response and escalation

Priority	Example	First response
Critical	System unusable, or a statutory deadline at risk	1 hour (business hours)
High	Major function blocked, no workaround	4 business hours
Normal	Minor issue with a workaround	Next business day
Request	How-to, configuration, report changes	2 business days

Managed clients skip the general queue; their tickets carry the plan flag. After-hours critical alerts page the on-call engineer.

Onboarding onto a managed plan

1
Baseline review
Document the current set-up: versions, integrations, backup arrangement and password holders. Nothing is changed in this step.
2
Hardening and monitoring
Apply the standard hardening checks, verify the backup and restore chain, and connect monitoring.
3
First monthly check-in
Confirm the first month ran clean and agree the reporting rhythm.

Onboarding for an existing installation is typically a half-day engagement, quoted as a fixed line item.

What the monitors watch

Database integrity and storage headroom, with alerts before thresholds.
Backup completion each night, and restore test results each quarter.
Service health: application, database and printing paths.
Update status per workstation.
Security posture: failed sign-in patterns, account changes and certificate expiry.

Alerts are tuned to actual usage during onboarding and reviewed at each quarterly health check.

Practical questions about managed plans

What exactly do you monitor — and what do you not?

We watch the health of the InsightSuite stack: database integrity and headroom, backup completion and restore results, service availability, update status per workstation, and security-relevant events such as failed sign-in patterns. We do not read business data, we do not watch browsing, and alerts route to the named technical staff on the plan. The boundary is documented in the plan agreement, and the quarterly health check reports only on what the plan covers — nothing about your office surprises you through us.

What is the difference between response and resolution?

Response is the time to a substantive human reply; resolution is the time to the fix being confirmed by you. We publish response targets because they are what a customer can hold us to in the moment, and we report resolution medians in the quarterly health check because they are what actually predict satisfaction. Vendors who quote only response times are describing the hello, not the help.

How do we leave a managed plan if we need to?

Thirty days written notice, no exit fee. Monitoring is disconnected, the final quarterly health check is delivered, and a complete configuration document is handed over. On-premises installations keep running independently of the plan; hosted clients fall back to the standard export and deletion-certification terms.

Considering a managed plan?

Ask for the current plan comparison and pricing sheet.

Enquire about managed support