Rates
Effective 1st Nov 2023
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Technical Support
Casual Support
PAYG casual technical support is available remotely or on-site during business hours.
Callout fees apply.
Pricing
- Remote: $50 / 15 minutes
- Onsite: $40 callout fee + $200 / hr
- Minimum 1 hour
- Thereafter charged in 15 minute increments
iCare Managed Services (2023)
iCare Managed Services takes care of all the IT support needs for your corporate-owned PCs, Macs, servers, and network infrastructure. Chose from remote-only or remote and onsite support.
Staff AND computers
Unlimited Technical Support
- One person + one computer
- Setup and secure end of life disposal
- OS support: installation, updates, upgrades
- App support: installation, launch, removal
- Network connectivity, printing, scanning
- User management, migration, and security
- Setup of remote support tools
- Document opening, editing, saving
Included Licences
- Microsoft Business Standard
- Managed Antivirus / Antimalware
- Advanced email filtering
- Email Signatures
- Licence value: $41 / month
Pricing
- Per user, with one computer
- Remote only: $100 / month
- Remote + Onsite: $120 / month
Terms
- Minimum 12 months
- Paid monthly in advance
- Automatically renews until cancelled
*
Add-on services
Office Network
- Unlimited technical support for office network infrastructure and internet connection, including wifi
- $40 / location / month
Shared Computers
- Computer or cloud server
- Includes Managed Antivirus / Antimalware
- $60 / computer / month
Mobile Devices
- See Device Management for details
Other services
Anything not included can be purchased separately, including (but not limited to):
- Training
- Office relocations
- Pickup and delivery
- Additional licences
- Onsite support for remote-only clients
- Rate: 20% off the casual support rate
Device Management
Manage and support your corporate iOS and Android devices.
includes
- App deployment
- Device configuration
- Device updates
- Enforced device security
- Disable access to features and services (e.g. iCloud)
- Remote wipe
Pricing
- Onboarding: $50 / device
- Ongoing: $10 / device / month
Excludes purchase of app licences
TermS
- Period: Annual, paid monthly,
- Automatically renews until cancelled
important
Device management may require device reset. Any information which in not backed up will be lost.
Microsoft 365
Tenancy
setup tenancy
- Set up Microsoft Tenancy
- Add primary domain
- Configure DNS
- $75
Extend tenancy
- Add additional domain
- Configure DNS
- $25
services
All tenancies include:
- Manage Tenancy security
- Obtain and manage licences
- Create and maintains users
- Reset user passwords
- Activate MFA (multi-factor authentication)
Exchange
- Plan 1 (50GB mailbox + 50 GB archive): $11 / m
- Plan 2 (100GB mailbox + Unlimited archive): $16 / m
EMAIL SIGNATURES
- Standardise email signatures across your business and all devices
- Minimum: 5 mailboxes
- $50 setup
- $5 / mbox / m
email MIGRATION
- Automatic migration of existing emails from IMAP or GMail: $50 / mbox
- Note: If manual mail migration (e.g. POP) is required then standard technical support fees apply
services
All mailboxes include:
- Manage users, groups, aliases, and distribution lists
- Convert user mailboxes to and from shared mailboxes
- Configure mail flow rules for shared mailboxes
- Investigate mail delivery issues
Office
365 APPS for Business
- Office apps (PC, Mac), excluding Teams
- $16 / m
365 Business Basic
- 50GB mailbox + 50 GB archive
- Office apps (browser, mobile) including Teams and Sharepoint
- $13 / m
365 Business Standard
- 50GB mailbox + 50 GB archive
- Office apps (PC, Mac, browser, mobile) including Teams and Sharepoint
- $25 / m
365 Business Premium
- 50GB mailbox + Unlimited archive
- Office apps (PC, Mac, browser, mobile) including Teams, Sharepoint, and Intune
- $38 / m
TEAMS AND SHAREPOINT
Administration for Teams and Sharepoint:
- Create and manage Teams and membership
- Create and manage Sharepoint membership and sites
- Manage Teams add-ons
- $10 / user / m
Backups
cloud backups
- Backup beyond Microsoft’s 30-day retention period
- Covers Exchange, OneDrive, and SharePoint
- Australian data centre
- 1 TB of storage
- 7 year data retention
- Free restore
EXCHANGE ONLY
- Backup only Exchange mailbox
- $4 / m / user
EVERYTHING
- Backup Exchange, Onedrive, and Sharepoint
- $6 / m / user
Cloud-hosted VoIP
Professional PBX
- Your own dedicated, secure, cloud-hosted server
- Port existing and add new phone numbers
- Bring existing AU, NZ, 1300, and 0800 numbers
- Add phone numbers if needed
- Extensions and DIDs (if purchased)
- Assign an extension to staff, queues, and groups
- Assign phone numbers to direct in-dial extensions
- Handle incoming calls professionally
- Use digital receptionists to answer and direct calls
- Direct calls to staff, queues, or groups
- Use a variety of ring strategies for queues and groups
- Use music on hold to retain and inform callers
- Use the included music or hold or add your own
- Direct out-of-hours calls internally, externally, or to voicemail
- Receive voicemails as emails with audio attachment
- Recording, training, monitoring
- Record incoming and outgoing calls
- Listen-in or join a call in progress (PIN protected)
- Receive regular call reports via email
- Flexible implementation
- Use a handset or the free smartphone app
- Works anywhere with an internet connection
- Save money with free internal calls
- User portal for status, forwarding, voicemail, history
- Integrates with Office 365 logins
- Create and join conferences with secure PIN access
- Send and receive faxes as PDFs
Pricing
PBX
- Includes setup and maintenance
- Add or remove extensions as needed
- Minimum 4 extensions
- With carriage: $15 / extension / m
- Without carriage: $20 / extension / m
Carriage
- AU call plans
- Unlimited calls (landlines, mobiles, 13xx): $20 / line / m
- Includes up to 10 phone numbers
- Additional phone numbers: $6 each / m
- NZ call plans
- Unlimited calls (landlines, mobiles, 0800): $20 / line / m
- Doesn’t include phone number
- Phone numbers: $6 each / m
- AU 1300 number hosting
- Unlimited calls (from AU landlines, mobiles): $30 each / m
- NZ 0800 number hosting
- Unlimited calls (from NZ landlines, mobiles): $30 each / m
Porting
Required if using iHelp IT carriage.
- Category A (simple): $15 / extension
- Category C (complex): $200 / block
Note: some losing carriers consider all point requests to be Cat C. The category is determined at time of porting.
Handsets
- Select from a range of Yealink handsets and conference phones to suit all budgets
- Contact us for handset pricing
- Handset setup: $60 / handset
Use SBC in offices
- An SBC (session border control) device connects handsets to your PBX effortlessly
- Required for offices of 3+ handsets
- First SBC: Free
- Additional SBCs: $10 / m
Domains & Web Hosting
Domain and DNS
Domain registration
- Domain registration or renewal
- DNS hosting
- DNS zone record management
- $80/y
Domain migration
- Includes transfer of DNS records
- One off fee: $40
Gold Web Hosting
- Dedicated virtual server for WordPress
- Advanced secure access via PEM
- 20 GB storage
- 30-day backup history
- 7-day rotating snapshots
- Separate dev server if needed
- SSL certificate
- $30/m
Silver Web Hosting
- Shared cPanel server for WordPress
- Secure access via password
- 2 GB storage
- 30-day backup history
- SSL certificate
- $20/m
Bronze Web Hosting
- Shared CPanel server for HTML
- Secure access via password
- 1 GB storage
- 30-day backup history
- SSL certificate
- $10/m
Cloud Backups
Backup your server, NAS, desktops, and laptops to the cloud. Each device requires a licence, and you can pool your data to save money.
Server (Australia)
- Windows on-premise server (image and files) or cloud-based server (files only)
- Includes 500 GB storage
- $90/m per instance
Workstation or NAS (Australia)
- Windows and Mac
- Windows or Mac (image or files) or NAS (files only, requires tethered PC or Mac)
- Includes 100 GB storage
- $20/m per computer
Purchase Extra Storage
- Storage is rounded up to the nearest 100 GB
- Storage can be pooled across all instances
- Additional storage: 12c/GB
Workstation (USA)
- Available for Windows or Mac
- Not available for Server or NAS
- Unlimited storage
- $14/m per computer
Microsoft 365 (Australia)
- Backup Microsoft Exchange, OneDrive and SharePoint
- Australian data centre
- 1 TB of storage
- 7 year data retention
- Free restore
- Exchange only: $4 / m / user
- Exchange, Onedrive, and Sharepoint: $6 / m / user
Setup, Restore, Retention
- Setup and Restore are charged at our standard support rates
- Retention: 1 month
- We recommend annual test restores
Travel & Minimums
Travel and Transport
- Parking fees: on-charged if not provided
- Taxi: on-charged if expediency requested
- Hardware + software pickup: $20 / 15 min
Service Area, Minimum Charge
Onsite Support
- Up to 1/2 hr drive: 1 hr min, then 15 min increments
- 1/2 – 1 hr drive: 2 hr min, then 15 min increments
- Further: Contact us for pricing
Remote Support
- Minimum: 15 mins, then 15 min increments
Business Hours
- Standard business hours: M-F, 9am – 5pm
- Out of hours and weekends: 1.5x rate increase
- Public holidays: 2x rate increase