Carers WA case study
136 laptops onboarded, shared tools for the internal IT team and patching on the schedule staff already knew.
Managed service provider
Managed IT services in Perth
One team runs your IT: the service desk your staff call, 24/7 monitoring and patching, Microsoft 365, security built to the Essential Eight and a plan for what comes next. More than 300 organisations across WA rely on it.
Your price in two minutes, no email needed. Or call 1300 787 429.
Jamie WebbSystems engineer
- 25secAverage wait to reach an engineer
- 15minTriage on every ticket, logged or called
- 98.3%Customer satisfaction on closed tickets
- Top 50MSP in Australia, three years running
Trusted by 300+ organisations, including
01Before you switch
Four signs your IT support has stopped keeping up
Most businesses that come to us already have a managed service provider. What they do not have is one that is still improving things.
Tickets close, problems come back
The same slow logins, dropouts and printer faults come back every month. Each one gets fixed, but nobody is looking for why they keep happening.
Every call starts from scratch
A different technician each time, no notes on how your network is set up, and your office manager explaining the history again before anything gets done.
Security is a line on the invoice
Antivirus and a backup job someone configured years ago. When your insurer or a client asks where you sit against the Essential Eight, nobody can answer.
Nobody is planning the next three years
Laptops are replaced when they fail and licences renew by default. There is no roadmap and no IT budget you could put in front of the board with confidence.
If two or more sound familiar, tell us what is happening. We will say plainly what we would change and what it would cost.
Talk to us02Ways to work with us
Managed IT support built around your team
No two clients buy exactly the same thing. Most start with one of three models and we adjust the edges from there.
Model AMost clients
Fully managed IT
We become your IT department. Service desk, security, Microsoft 365, network, devices, vendors and the three year plan, with one team accountable for all of it.
SuitsBusinesses of 10 to 500 staff with no internal IT, or one person doing IT on the side.
- Unlimited remote support
- 24/7 monitoring and patching
- Named service delivery manager
Model B
Co-managed IT
You keep your IT manager or internal team. We add depth underneath them: service desk capacity, security tooling, after hours cover and senior engineers to escalate to.
SuitsOrganisations with an internal IT lead who is stretched across support and projects.
- Shared ticketing and documentation
- Level 2 and 3 escalation
- Clear split of who owns what
Model C
Managed infrastructure
Your team looks after users. We run the platforms underneath: servers, private cloud, network, backup and security monitoring, hosted in Western Australia if you need it.
SuitsBusinesses with their own help desk that want specialist platform engineering.
- AustinCloud servers in WA
- Firewall, switching and Wi-Fi
- Backup with tested restores
03What is covered
Managed IT solutions for everything your business runs on
One partner, one number to call and one monthly invoice. Each area has its own specialists and its own page if you want the detail.
3.1
3.2
3.3
3.4
3.5
3.6
Service desk and user support
Engineers in Subiaco who fix it the first time and tell you plainly what happened.
Remote and onsite / L2 and L3 in house / metro calloutsCyber security
Essential Eight aligned controls with 24/7 detection and response, reported in terms your board understands.
MDR / email security / vulnerability scans / awareness trainingMicrosoft 365 and cloud
Licensing, identity, devices and data set up properly, then kept that way.
Entra ID / Intune / SharePoint and Teams / backup and recoveryNetwork and infrastructure
Stable, secure connectivity for every site and every remote worker.
Firewalls / switching and Wi-Fi / VPN / WA hosted serversPhones and connectivity
Cloud phone systems and business internet, managed by the same team as the rest of your IT.
Teams Calling / SIP / NBN and fibre / carrier managementHardware and licensing
The right equipment at the right price, tracked from purchase to disposal.
Laptops and servers / licensing / warranty tracking / asset register04How we run your IT
The standards our managed services are measured on
Every managed service provider says they are proactive. These are the specific things we commit to, and we report on them at every review.
01
Repeat issues go on a fix list
Anything that shows up twice gets a root cause, an owner and a date, rather than going back in the queue.
02
Your environment is written down
Every device, account, licence and vendor contact is documented, so any engineer who picks up your ticket already knows your setup.
03
One person owns the relationship
A named service delivery manager runs your reviews and is the person you call when something is not right.
04
Security is measured, not assumed
We score you against the Essential Eight at the start and show the movement every quarter, so you can prove it to insurers and clients.
05
Engineers on site when it matters
Most fixes happen remotely in minutes. For hardware, office moves and incidents that need someone in the room, we come to you.
06
Backups are tested, not just run
Every backup job is monitored and restores are tested on a schedule, so there are no surprises on the day you need one.
05Plans
Four plans, built around how you run IT
Every plan is priced per person per month, with a minimum of 10 people (20 on Partner). Pick the plan closest to how you run IT, then add a SecureShield security level to suit. Four things move the price: people, how much we handle, the security level and servers or sites. See your price in two minutes.
Monitoring
Austin Monitoring
Monitoring, patching and inventory
For businesses with their own IT person or team. We watch, patch and document; your team supports your staff.
- 1 hour of remote support for every 10 people a month, pooled
- 24/7 monitoring of servers, devices, network and Microsoft 365
- Patching on Essential Eight timeframes
- Asset inventory, warranty tracking and documentation
Best forInternal IT teams that want 24/7 monitoring, patching and a team to escalate to.
Essentials
Austin Essentials
Service desk with set hours
A service desk for your staff with a set number of hours each month, for teams with steady needs that do not want to pay for unlimited.
- 1 hour of remote support for every 5 people a month, pooled
- Device, Microsoft 365 and everyday app support
- Microsoft 365 user and licence management
- Named account manager and an annual review
Best forSmaller teams with steady needs that want fast help with day to day problems.
ManagedMost clients
Austin Managed
Fully managed IT
Unlimited remote support and one team accountable for all of your IT: users, devices, Microsoft 365, backups, vendors and licences.
- Everything in Essentials
- Unlimited remote support, fair use
- Onsite when remote cannot fix a fault
- Account manager and service delivery manager
- Monthly operations review and an annual roadmap
Best forGrowing businesses that want a full IT department without hiring one.
Partner
Austin Partner
Your IT department
Everything in Managed, plus extended hours, 24/7 critical cover, scheduled onsite time, a primary engineer and a roadmap with a budget, reviewed every quarter.
- Everything in Managed
- Extended hours, 7am to 7pm weekdays
- 24/7 on call for critical incidents
- Scheduled onsite time every month
- Primary engineer, weekly huddle, quarterly roadmap and budget
- Loan laptop when a device fails, service credits if a P1 target is missed
Best forOrganisations of 20 to 500 staff that want an IT department, not just a help desk.
Included on every plan
- Engineers based in Australia
- Written response targets
- Client portal with a rating on every ticket
- 24/7 monitoring of servers, devices, network and Microsoft 365
- Patching on Essential Eight timeframes
- Documentation you can read
- Monthly report
- 24/7 endpoint protection on every managed device, as a minimum
Add to any plan
- SecureShield securityCore, Control and Command: 24/7 detection and response, then the controls and evidence insurers ask for, then a security lead. See the security levels
- Microsoft 365 backupMail, OneDrive, SharePoint and Teams backed up outside Microsoft
- Managed servers and extra sitesServers on site or in the cloud, and branch offices run by the same team
- Extended hours and scheduled onsite visitsAvailable on Managed, included on Partner
- ProjectsMigrations, office moves, Essential Eight uplift and new systems, quoted as a fixed price before work starts
- Microsoft 365 licencesBilled at the published price on the same invoice, with a monthly true up
06Service levels
Response times we put in writing
Most calls are answered by an engineer in about 25 seconds, and most issues are fixed the same day. For everything else, these are the targets in every agreement.
P1Critical
A service is down for many users, or there is a security incident
- Response
- 30 minutes
- Target resolution
- 4 hours
P2High
A key system or a whole team is affected
- Response
- 2 hours
- Target resolution
- 6 hours
P3Medium
One person cannot work properly, but a workaround exists
- Response
- 4 hours
- Target resolution
- 2 business days
P4Low and requests
Changes, new setups and questions
- Response
- 1 business day
- Target resolution
- 5 business days
Covered hours are Monday to Friday, 8am to 5pm AWST. Extended hours are available on Managed and included on Partner, and Partner includes 24/7 on call cover for critical incidents. Monitoring runs 24/7 on every plan.
07Switching to us
Your first 90 days with us
Changing managed service provider is less painful than most people expect. We deal with your current provider, so you do not have to.
- Day 1
Kick off and handover
We meet your key people, agree the support window and start collecting admin access, documentation and vendor contacts from your current provider.
- Week 2
Everything documented
Devices, accounts, licences and sites are recorded. Monitoring, backup checks and patching go live, and the quick wins are fixed.
- Week 6
Service desk fully live
Staff know how to reach us and every ticket comes to our desk in Subiaco. Security hardening against the Essential Eight is under way.
- Day 90
First quarterly review
Your service delivery manager takes you through ticket trends, risks closed, your security score and a 12 month IT roadmap with a budget attached.
08Our standard
Our standard
“If your IT is not getting quieter every quarter, we are not doing our job. That is the standard we hold ourselves to, and it is why most of our clients have been with us for years.”
Austin HuangFounder and Managing Director
09Straight answer
Are we the right managed service provider for you?
We would rather tell you now than six months in. This is who we do our best work for.
A good fit Most clients
- +You have somewhere between 10 and 500 staff, based in WA
- +You want one partner accountable for all of your IT, not five vendors
- +Insurers, clients or your board are asking harder security questions
- +You want reporting and a roadmap, not just tickets closed
- +You have regional or interstate sites run from a WA head office
Probably not And that is fine
- ×You need a one off fix and do not want ongoing support
- ×The lowest price per seat is the main thing you are comparing on
- ×You want IT kept exactly as it is, without advice on security
10Recognised and certified
A top 50 MSP in Australia, three years running
Cloudtango named Austin Technology in its top 50 managed service providers in Australia in 2024, 2025 and 2026. We are also certified to ISO 27001 and ISO 9001, so the way we protect your data and run your service is checked by an independent auditor every year.
Top 50 MSP in Australia
Cloudtango, 2024, 2025 and 2026. Assessed on client satisfaction, growth and the depth of our security, support and infrastructure services.
Read our client reviews on Cloudtango
ISO 27001
Information securityOur information security management system covers how we handle client data, credentials and access to your systems, certified by Compass Assurance Services and audited every year.
How we protect your dataISO 9001
Quality managementSupport tickets, projects and onboarding follow documented processes, so you get the same standard of work whichever engineer picks up your job. Ask us for our certificates when you run a supplier review or tender.
11Managed IT explained
What managed IT services are, and how they compare
Managed IT services are when a managed service provider, or MSP, runs your IT for a fixed monthly fee per person: the service desk, monitoring and patching, security, Microsoft 365, devices and a plan for what comes next. Instead of paying by the hour when something breaks, you pay for IT that keeps working.
| Compared on | Break fix | In house IT | Managed IT |
|---|---|---|---|
| How you pay | By the hour, when something breaks | Salary, super, leave and tools | A fixed fee per person, per month |
| Who answers | Whoever is free that day | One person, when they are in | A service desk team, in about 25 seconds |
| Security | Looked at after an incident | As strong as one person's skills | Measured against the Essential Eight |
| Holidays and sick leave | No cover | Support stops until they are back | A whole team covers |
| Planning | None | Squeezed out by day to day work | A roadmap and IT budget, reviewed with you |
| Best for | One off jobs | Organisations large enough for a full IT team | Businesses of 10 to 500 staff |
Swipe the table sideways to see every column.
Already have an IT person? Co-managed IT keeps them and adds depth underneath. For the numbers on hiring compared with outsourcing, see IT outsourcing.
12Questions
Managed IT services questions
What businesses ask us before they switch. Anything else, call 1300 787 429.
01What are managed IT services?
Managed IT services are where a managed service provider (MSP) looks after your IT for a fixed monthly fee per person: the service desk, monitoring, patching, security, Microsoft 365, devices and planning. You get one accountable team instead of paying by the hour when something breaks.
02What is included in your managed IT services?
With fully managed IT you get the service desk, 24/7 monitoring, patching, Microsoft 365 and device management, backup monitoring, network and vendor management, plus a named service delivery manager and regular reviews. Advanced cyber security is added through our SecureShield levels, and projects are quoted separately. The plans above show exactly what each one includes.
03How much do managed IT services cost in Perth?
Managed IT is priced per person per month. The figure depends on the plan, the number of people, the security level, servers and sites. Monitoring and Essentials include a set number of remote support hours each month, and Managed and Partner include unlimited remote support. Our instant price calculator shows an estimate for your business in two minutes, and you get a fixed quote before anything is signed.
04What are your response times?
Calls are answered by an engineer in about 25 seconds on average. Our written targets are a 30 minute response for critical issues, 2 hours for high priority issues, 4 hours for medium priority and one business day for low priority issues and standard requests, during covered hours.
05Is your service desk based in Australia?
Yes. All of our engineers are based in Australia, and our service desk works from our office in Subiaco, Perth. There is no offshore queue. See IT help desk services.
06Do you work with small businesses?
Yes. Most of our clients have between 10 and 500 staff, and many are small businesses with no IT person of their own. Smaller teams usually start on Austin Essentials and move to Austin Managed as they grow. See IT support for small business.
07Who owns our accounts and documentation?
You do. Your Microsoft 365 tenant, domain and licences are held in your business's name, and every device, account and vendor is documented in a system you can read, so nothing lives only in one engineer's head.
08What happens after hours?
The service desk runs Monday to Friday, 8am to 5pm AWST as standard. On Managed you can add extended hours, and an on call engineer is available for a critical incident at any hour, paid per incident. Partner includes 7am to 7pm and 24/7 critical cover. Monitoring runs around the clock on every plan.
09What is not included in the monthly fee?
Microsoft 365 licences, hardware and projects are priced separately. Projects are quoted at a fixed price before work starts, and onboarding is set out in your proposal.
10Are we locked into a contract?
Our agreements are plain and short, and we would rather keep your business by delivering than by holding you to a term. Ask us for the agreement before you decide; there is nothing in it you will not have read.
11How long does it take to switch managed service provider?
Most transitions take six to eight weeks, depending on the size of your environment. We handle the handover from your current provider, document everything and plan the cutover so your staff barely notice.
12What happens in the first 90 days?
Day 1 is kick off and handover. By week 2 your environment is documented and monitoring is live. By week 6 the service desk is fully live and security hardening is under way. At day 90 you get your first quarterly review with ticket trends, your security score and a 12 month roadmap.
13Can you work alongside our internal IT staff?
Yes. Co-managed IT is one of our three service models. You keep your internal IT lead and we add service desk capacity, security tooling, after hours cover and senior escalation, with a clear split of who owns what. See co-managed IT.
14Do you provide onsite IT support?
Yes. Most issues are fixed remotely within minutes, and our engineers attend site across the Perth metro area for hardware, projects, office moves and incidents. Regional WA and interstate sites are supported remotely with scheduled visits.
15How do you keep our systems and data secure?
Every plan includes patching and 24/7 monitoring, and every managed device runs our 24/7 endpoint protection as a minimum. SecureShield Core adds identity protection, training and vulnerability scanning for every person, and Control adds email filtering, application control, logging and the Essential Eight evidence insurers ask for. We report your security score at every review. Austin Technology is ISO 27001 certified, and data can stay in WA on our private cloud.
Client feedback
What our clients say
800+ reviews from the people who call our Perth service desk every day.
700+
30+
70+
01 / 08
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“Turns every IT problem into a non-issue”
Arthur turns every IT problem into a non-issue and does it with real patience and professionalism. He explains things in a way that makes the process easy and always leaves us feeling supported. We appreciate the way he handles every request.
Bronte J.Indian Ocean Hotel
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“Patient, capable and a genuine listener”
The support was outstanding. Patient, capable and a genuine listener, which is rare in support calls. He took the time to understand the issue and work through it with care. You are fortunate to have him on your team and the level of service was impressive.
Peter MidgleyPowertech
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“Steady, thoughtful and stress free”
Jamie put in a great deal of effort to resolve the problem and it showed in the result. His approach was steady and thoughtful and the support was appreciated. It made the whole experience smooth and stress free.
Jason CavallaroCallidus Process Solutions
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“Resolved the issue within minutes”
The consultant knew exactly what to do and resolved the issue within minutes. He talked through each step so I understood what was happening and made the process simple. The clear communication and fast resolution made a real difference.
Kirk LentonPilbara Construction
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“The extra guidance made it more valuable”
Brady tracked down an email I could not locate and took the time to show us how to search more effectively in the future. The extra guidance was helpful and made the experience more valuable. His support was straightforward and appreciated.
Tony YoungOptimus Real Estate
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“Resolved quickly, with none of my work lost”
They resolved my issue quickly and efficiently, which meant I didn’t lose any of the work I had done today. The support was clear and straightforward, and the outcome made a real difference to my day. Thank you.
Warner PriestInterContinental Energy
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“Calm, patient and always willing to help”
Dev Sandhu is outstanding in his knowledge and support. He has a calm and patient way of working through any IT issue and is always willing to help at short notice. His positive attitude makes the whole experience easier and more reassuring. Thank you to Dev and the team at Austin for the consistent support.
Peter AlexanderKoch Solutions
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“Refreshing after two unreliable IT providers”
After dealing with two unreliable IT providers in recent years, it has been refreshing to place my trust in Greg and the team at Austin. They have been professional and highly competent, even under pressure. Their support has made a real difference. Thank you, and keep it up.
Mark HutchisonLifewood
Trusted by 300+ organisations
- Client stories
Results for businesses like yours
thyssenkrupp Industrial Solutions case study
380+ users and six sites supported through 100+ projects and a change of owner.
Motor Trade Association of WA case study
Managed since 2013, through a full rebuild and several office moves.
13Get started
Talk to us
about your IT.
Tell us how you run IT today and what is not working. You get a plain English view of what we would change, what it costs and how the switch works, and a fixed quote before anything is signed. If you want the numbers first, a scoped IT review is free.
Or call 1300 787 429
Level 2, 541 Hay Street, Subiaco WA 6008
Onsite across Perth CBD, West Perth, Osborne Park, Fremantle, Joondalup, Midland and Canning Vale. Remote across regional WA and Australia.