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)

Email

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