IT support and help desk for law firms

1. Response times

• A whole team or the office can't work: we respond within 15 minutes.
• One person can't work: we respond within 30 minutes.
• Anything less urgent: picked up the same business day.
• Security alerts: triaged around the clock, weekends included, by our 24/7 cybersecurity remediation SOC.

Most problems are fixed remotely within the hour. When something needs hands on site, we schedule a visit anywhere in greater Melbourne.

2. What the help desk looks after

The everyday problems that stop fee earners working: sign-in and MFA trouble, Outlook and Teams, printers and scanners, laptops and phones, new starters and departures. When a fault sits inside your practice management or document management system, we raise it with the vendor and stay on it until it is fixed, so your lawyers don't spend an afternoon on hold.

3. No meter running

There are no per-ticket charges, no block hours and no loading for after-hours work. Staff can ask for help the moment something looks wrong, which is usually when a problem is cheapest to fix. Bigger pieces of work are scoped in a quarterly roadmap and agreed with you in advance.

4. One team accountable for the firm's IT

We look after the whole of a firm's IT ourselves. We don't share the technical work with a practice manager or a part-time IT person, because once it is split nobody is plainly accountable, and fixes and improvements wait while that gets worked out. Your practice manager stays the firm's contact and makes the decisions; we do the work. If someone at the firm looks after IT today, talk to us about how handing it over would work. Each month you get a report that takes about five minutes to read.

When something goes wrong because of us, we tell you, fix it, and explain what we changed.