Rates

Effective 1st Apr 2024

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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 (2024)

iCare Managed Services is a fixed-price, unlimited support service. It covers your corporate-owned PCs, Macs, mobile devices, servers, and office network infrastructure.

services
iCare StandardiCare Pro
Remote support
Onsite support
Setup new computer
Setup of remote monitoring and support tools
User management, migration, and security
OS support: installation, configuration, boot, wipe
App support: installation, configuration, launch, removal
Patch management: OS and App updates, upgrades
Device network connectivity
Printing, scanning
Document opening, editing, saving
Device management
Wipe computer at end of life
Dispose of computer at end of life
Response time for standard requests6 HR4 HR
Resolution target for standard requests12 HR8 HR
Response time for urgent requests4 HR2 HR
Resolution target for urgent requests8 HR4 HR
PRICING
iCare StandardiCare Pro
Computer (per device)$75 / m$95 / m
Mobile device (per device)$10 / m$11 / m
Network (per office, Sydney only)$180 / hr$50 / m
Onsite support callout fee$40 / calloutNo charge
Onsite support fee$180 / hrNo charge
Additional services$180 / hr$160 / hr

Terms

  • Minimum 12 months
  • Paid monthly in advance
  • Add or remove devices as needed
  • Automatically renews until cancelled
  • Pricing is reviewed every December and is fixed for the calendar year.

*

Additional services

Any work not explicitly included in the services list or which is explicitly excluded anywhere in the iCare Managed Services agreement can be purchased separately. Some examples include:

  • Training
  • Office relocations
  • Pickup and delivery

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)

Email

Exchange
  • Plan 1 (50GB mailbox + 50 GB archive): $12 / m
  • Plan 2 (100GB mailbox + Unlimited archive): $17 / 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
  • $18 / m
365 Business Basic
  • 50GB mailbox + 50 GB archive
  • Office apps (browser, mobile) including Teams and Sharepoint
  • $16 / m
365 Business Standard
  • 50GB mailbox + 50 GB archive
  • Office apps (PC, Mac, browser, mobile) including Teams and Sharepoint
  • $27 / m
365 Business Premium
  • 50GB mailbox + Unlimited archive
  • Office apps (PC, Mac, browser, mobile) including Teams, Sharepoint, and Intune
  • $41 / m
SHAREPOINT, ONEDRIVE, AND TEAMS

Administration for Sharepoint, OneDrive, and Teams:

  • All aspects of administration and security for these
  • Assistance with sharing with external parties
  • Unlimited SharePoint sites and Teams
  • Excludes Sharepoint Site Development
  • $12 / 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 Management

  • Registration and renewal
  • Identity protection
  • DNS hosting and record management
  • SPF, DMARC, DKIM management
  • Addition to Microsoft Tenancy
  • Annual commitment, billed monthly
  • Pricing
    • .au .nz .uk .com .org .net: $8/m
    • Contact us for other domains
Domain migration
  • Includes transfer of DNS records
  • One off fee: $40

Gold 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
  • Wordfence for 2FA WordPress login
  • $40/m

Silver Hosting

  • Shared cPanel server for WordPress
  • Secure access via password
  • 2 GB storage
  • 30-day backup history
  • SSL certificate
  • $25/m

Bronze Hosting

  • Shared CPanel server for HTML
  • Secure access via password
  • 1 GB storage
  • 30-day backup history
  • SSL certificate
  • $15/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