Computer Emergency provides IT support & management services to home business & small business users in Brisbane. Networks, devices and data are all managed with proven techniques and applications to ensure speed and security for business continuity. We’ll take away the stresses of IT to allow you to focus on your business.
Our Managed IT Service is a comprehensive service that includes everything you need to keep your network running smoothly, devices secure and data safe. We provide essential security patches and windows updates, as well as constant proactive monitoring of computer systems to significantly reduce emergency scenarios. We make sure your computer is secure from threats, bother external and internal, and fix most issues before they snowball into serious problems. Think of RMM as taking a proactive approach rather than a reactive approach. The goal is to save time, save money, reduce downtime and increase productivity.
Every link, email, download & network connection is an opportunity for hackers to compromise your devices. With this in mind, our Managed IT Services bundle includes award-winning antivirus software with complete protection from viruses & identity theft, without slowing you down.
Managed IT services offers a constant relationship between you & Computer Emergency as we handle your IT on the go for a monthly service fee.
The RMM software passively monitors devices 24/7 to watch for changing conditions. Each device type has a set of threshholds that send instant alerts to tech support when something crosses those markers. Eg temperature, fan speed, drive space, a service etc Issues can be addresses in real time to keep on top of potential problems.
IT automation is a set of rules that execute repeated processes on a scheduled basis. These processes can be set to a time convenient to you with full reports able to be sent to us, you or both! Some automation tasks include: Create System Restore Point, Delete Temp Files, Defragment, Checkdisk & custom scripts.
Patch Management is the process of handling upgrades & patches for your programs, protecting against cyber-security threats, fixing bugs as well as improving performance & functionality. We continually monitor every asset for signs of necessary patches. Reports are available to be sent to you as well.
Our RMM program also allows advanced computer maintenance without taking over your PC. We can: work on the Service Manager, Task Manager and Program Manager, uninstall applications, run scripts, install patches and with the Command Prompt access running almost any command is feasible.
Sophos & Webroot deliver next-generation endpoint security and threat intelligence services to protect businesses and individuals around the globe. Trusted and integrated by market-leading companies, including Cisco, Palo Alto Networks and more, Sophos & Webroot are our antivirus of choice! Always-on security, identity protection, real-time anti-phishing, firewall monitor and more!
The remote support integrated into the software allows us to use a remote access tool to log onto your computer & assist when needed. There is also a chat function & our remote support can be provided in an attended or unattended session. All remote sessions are protected with TLS & 256-bit AES encryption. User IDs & passwords are encrypted in-flight & at rest.
Our program enables us to gather network & asset information with a click of button & within seconds for any device that has the agent installed. We can get information about Hardware, Software, Operating System, MS Office, Antivirus, update & license status, HDD Usage, CPU, Memory type, size, Detailed Server & Workstation configuration & status!
We track & measure networks, assets, system health & performance for clear visibility of the IT environment, allowing us to deliver an optimal IT system. On demand reports, or automated scheduling, allow us to share valuable report insights with relevant stakeholders. Some top reports include: System Health At-A-Glance, Agent health, System Inventory Audit, Microsoft Licensing etc
Our helpdesk and ticketing system is intuitive & user-friendly, allowing us to communicate directly & manage your issues with minimal fuss. You can lodge a ticket via the portal (preferred) or via a support email. You can open, view and manage tickets from the Portal while keeping track of all correspondence with respect to tickets. The Customer Portal is a safe space for clients only.
We have started to create and maintain a robust Knowledge Base which centralizes storage of important articles, information and tips and tricks. It’s the go-to place to check for solutions to simple and common problems. A lot of issues can be solved easily using the simple guides and explanations here.
Many businesses in and around Brisbane’s CBD & South East Queensland are seeking Managed IT Services to help them with their day-to-day computer problems and organisations like yours are no different. So if you’re tired of being held back from realising your true potential due to the stress that comes along with IT troubles, then look no further than Computer Emergency for Managed IT Services.
We provide a range of services designed to ensure that your business is supported by some of the best technicians in Service Level Management. You can be sure that the Managed IT Services we offer are delivered by a team of qualified specialists who know how to maintain your business IT assets.
In order to provide businesses like yours with high quality services, we have built up an excellent reputation in Brisbane’s Managed IT Support market by delivering consistent results without breaking budgets.
Our Managed IT Services are trusted by many organisations including:
Whatever challenges you may be facing in the world of information technology, Computer Emergency is your best choice for Managed IT Services. Our team of specialists has a proven track record when it comes to developing and implementing practical solutions for businesses like yours and we’re ready to show you why so many other organisations have put their trust in us to date.
Managed IT services are a type of outsourcing that supports businesses with their technology. They are managed by firms who do not have the time, or the staff to provide these services themselves. For example, an IT company may not be able to spare staff for every aspect of maintenance required for their clients’ computers and networks. Therefore they turn to outsourcers to provide solutions. Managed IT services includes things like network management, server maintenance, data backups, configurations and much more. Outsourced IT is a growing industry with many large firms offering these sort of services.
When you look at managed it services you want to make sure that the service provider takes care of all your needs. These can be network management, server maintenance and configuration, data backups or any other services that you may require. It’s important to find a provider who is willing to go the extra mile for you when you need them the most. You also want a company who will take time to get to know their clients so they understand what technology solutions are required in order to run an efficient business – not just provide whatever IT solution they see as being profitable. Outsourced IT gives businesses the opportunity to free up more time so they’re able to focus on other aspects of running a successful company. In addition it means that technology related problems don’t become an obstacle between employees and their work productivity.
There are many benefits of managed IT services. One of the main ones is that it frees up valuable time for you and your staff to spend on tasks which benefit your business. Another big advantage is that with a managed service provider keeping tabs on your network, and providing regular network monitoring reports, issues can be identified and resolved before they affect productivity or cause damage to data. Managed IT helps businesses keep their information safe from cyber-attacks from hackers as well as natural disasters.
With enterprise networks becoming ever more complex monitoring them becomes harder without the expertise of an outside firm – one who has seen every possible configuration across different vendors hardware. This provides added security against threats such as denial-of-service attacks and other malicious actions from crackers. Your business will be provided with a higher level of service from an outsourced provider as they will have more experience and time dedicated to looking after your network.
Managed IT services are not only safe but also cost-effective for small businesses, meaning you get the most out of your investment in technology.
The bottom line is that having a reliable IT department will ensure your business doesn’t suffer at the hands of lacklustre technology support. Outsourced IT services Brisbane are designed to be user friendly so you don’t have to deal with constant changes in billing or complicated contracts; it’s a solution which allows you to continue working as if nothing has changed. Managed IT services can offer both short and long term contracts for those who would rather pay for these services on an annual basis. However, when using an outsourced provider you should take into account the level of service they can provide before signing up – this way if there are any problems you can easily switch to another provider or fix the problem yourself.
The outsourcing of IT services is a popular trend amongst small businesses, as they realise that it’s often better and cheaper than maintaining an in-house department. Gone are the days when IT systems were difficult to manage and maintain, meaning now is a great time for business owners to start taking advantage of this saving grace which will keep their company going strong. Picking out managed IT services is easy when you know what you’re looking for.
In today’s technology driven world, we almost can’t do without computers. We use them for shopping, banking, making reservations and paying our bills online. Computers are also used in the office to store important information such as sales figures and client details. All of this information is at risk if the network or computer system used to carry out these tasks breaks down due to a virus or hardware failure.
A managed IT service will ensure that your computer systems are well maintained and the company providing the services will have sufficient expertise that you won’t need specialist knowledge on site. This means you can concentrate on running your business instead of spending valuable time trying to resolve technical issues like installing updates and monitoring server capacity across your network; consequently, allowing you more time to do what you’re good at.
Managed IT services are normally provided by an IT firm which will take care of all your technology needs on a regular basis and can be accessed any time via phone, email or remote login. Some companies may also offer emergency support services if urgent attention is needed. These services are generally charged as an hourly rate and may be included in the monthly or annual contract fee depending on what you and the company agree upon.
If you opt for managed IT servicing then there are several things that should be done before entering into a contract with a service provider: – Make sure that the provide has sufficient experience to provide the type of service required – some companies may specialise in larger businesses, whereas others may be able to support smaller companies.
Managed IT services can be one of the best investments you make for your business. It is favourable to use an experienced provider as they will look at your service requirements in more detail and should understand what’s important to you and your company in order to provide a better level of service.
For example, a managed service provider can monitor the performance of your system with much more accuracy than if done in-house by an employee; this means that problems such as lack of memory or hard disk space on servers or even spam email issues can be resolved before things go awry.
Skilled managed IT providers will also act proactively by maintaining backups and ensuring that all software updates are implemented – these tasks may not seem very pressing but they essential in keeping your systems running smoothly.
Emergency support is also a key benefit to having a managed IT service in place; any business will tell you that in an emergency, every minute counts when trying to resolve an IT issue and gain access back to your system as quickly as possible. This is where a managed service provider comes into its own by resolving issues remotely so you can be up and running again much sooner than if it was handled internally.
Managed services also help act as a framework for companies of all sizes although smaller businesses may find that using their internal resources may suffice. Some companies like Vodafone have chosen not to outsource but instead use their resources which are best suited for the task at hand . Regardless of the size of your business, it is always advised that you have a clear understanding of what will be provided in terms of the service agreement.
The rise of cloud computing has also allowed organisations to adopt flexible systems such as remote storage and backup solutions for their IT infrastructure. This means that onsite equipment can be kept to a minimum which results in savings and reduced risk associated with maintaining equipment. But whichever route you decide to go down, having an expert managed IT services provider by your side will always help keep your system running smoothly .
IT is a fast growing industry and there are several different ways that outsourcing your IT services can benefit your company: – It will allow you to concentrate on running the business instead of spending time running around trying to fix all the server problems yourself.
– You won’t have to put money into buying hardware/software and staff training as these can be supplied by your service provider which quite often includes an annual maintenance fee in their contract.
Other benefits may include: – Paying less for an equivalent service compared with what might cost to provide it in-house; – IT personnel can assist each other in case of network issues, allowing one part of the company to continue working while another part has its network fixed.
RMM aka Remote Monitoring & Management refers to software that helps locate, update, & monitor client computers/servers/devices without the need for me being on site.
We provide a complete platform for automating Patch Management in a simple and quick to implement methodology. Patch Management can be applied on individual devices and groups, including;
Remote access with the capability to take control of remote servers or workstations and perform maintenance tasks in the background without taking control. A continuous, secure support experience.
Service Manager, Task Manager and Program Manager, uninstall applications, run scripts, install patches and with the Command Prompt access running almost any command is feasible.
Quickly gather of network and asset information with a click of button and within seconds for any device that has the agent installed.
We can measure and track your networks, assets, health and performance using reports and gaining clear visibility on the IT environments. The Reporting Suite includes a wide range of different reports that help set data-driven goals and track the right metrics. Some of our top reports include:
The pandemic taught us that communication & connectivity matter more than ever.
Book a consultation, in person or virtually, with one of our IT experts to get started!
Computer Emergency provides Managed IT Services to small and medium size businesses in Brisbane. We take responsibility for your IT infrastructure, keeping it safe, secure, efficient and reliable, so you can stay focused on running your business.
If you’re looking to move away from the panic-driven Break/Fix model of IT services, or you’re simply wanting to outsource your IT for security and financial reasons, it makes sense to have a managed service provider looking after your IT network 24 hours a day.
So whether you’re a home business or small business our RMM service can help by providing constant, proactive monitoring of computer systems to significantly reduce emergency scenarios. We make sure your computer is secure from external threats & fix most issues before they snowball into serious problems. We take a proactive approach rather than a reactive approach to save time, save money, reduce downtime & increase productivity.
Our remote monitoring & management service provides a flexible and cost-effective solution to manage devices and networks for small businesses.
Some key points with our service are:
Additional IT Support – Billed only on demand
Should you have any additional support requests, or if a device needs further intervention, you only pay for what you need… and at a discounted rate. For these times you will have access to:
We are a Microsoft Cloud Solutions provider and can assist you migrating emails to Office 365 and also assist move data from on premises servers to cloud server to allow staff easier access to files when off site.
We have great solutions for on site and off-site data back up to save you if anything should happen.
Computer Emergency is the only call you need to make to start out with our comprehensive managed IT services. We are the one stop-solution for all of your IT needs. We can help you take your business to the next level by jumping in and handling the IT and computing power that your business needs to expand along with your growth in demand!
We can support you in the ways you need and put your mind at ease by taking the guesswork and steep learning curve out of your growth. We get straight to the work of resolving any issues that crop up, with the ability to get in and address your computer and IT problems remotely. Saving your business from unexpected down times and keeping you in contact with your teams and with your customers.
Don’t let your growth get in the way of how you keep in touch and on track. Your teams and your customers depend on the IT solutions that you implement, make sure that they are working for you with the computer server management and maintenance that can be organised on-demand or scheduled according to your needs.
There are a whole host of benefits to taking on Computer Emergency as the steady hand to take care of your computing and IT needs. Our managed IT services have taken Brisbane based businesses to the next level by alleviating the management of existing infrastructure and handling the expansion of your IT and computing.
Big leaps forward in the growth of your business often bring with them the need to integrate new tools and processes. Cut out the bugs, the guesswork and save yourself the uncertainty. Avoid having to build a team to handle all of this, by taking on the managed IT services of Computer Emergency. We have the knowledge and the experience to ensure that your IT and your infrastructure don’t get in the way of the growth and success of your business.
If you’re looking for help integrating new systems and new software and want a cheaper alternative to building in-house teams and in-house processes, look to Computer Emergency for your on-demand and scheduled computer support and managed IT services.
Looking for a bit more insight into our track record, and the customers who we have helped along the way? There really isn’t anything that beats hearing it straight from the people themselves. Real customers and real reviews are by far the best way to get a view of how we can bring the strengths of well managed IT services to your business.
We have a whole list of testimonials and reviews on Google and Facebook for you to have a look at, but we can tell you now, if you’re looking for managed IT services, Computer Emergency is the answer for you. Give us a call on 0414 899 254 today!
The pandemic taught us that communication & connectivity matter more than ever.
Book a consultation, in person or virtually, with one of our IT experts to get started!
What is covered in your Agreements?Please check your individual agreement, however as a rule of thumb, everything related to keeping your servers & computers in tip-top shape is covered during office hours. |
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Are Projects covered in my Agreement?Unfortunately, we can’t cover Project work under your Agreement. These are quoted separately to your ongoing monthly Agreement. |
What are the standard Helpdesk Hours?Our helpdesk is available 9am – 5:30pm Monday to Friday excluding Queensland Public Holidays. |
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When is After Hours Support Available?Simple, 24x7x365. Whilst we may not be able to respond as fast as we can during business hours, we will always aim to do our best. |
Can I have regular onsite visits?Absolutely, in fact we encourage every client of ours to have regular visits. Most productivity affecting IT issues go ignored until the IT person “walks past”. |
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What technologies do you support?We have in-house experience with loads of different technologies (Microsoft, Apple, Google, and much more.) |
How is pricing managed?As most of our pricing is based on a per user basis, we work out each billing cycle whether there is more or less staff and modify the agreement accordingly. |
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Is the Cloud useful for my business?We strongly believe a “Hybrid Approach” is currently the best approach to utilising Cloud technologies. A mixture of onsite and offsite infrastructure works for most businesses. |
How long is the Agreement for?Typically most agreements start at 3 months. This way we get to know each other and make sure our new agreement suits us both. |
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Can I cancel my Agreement?Absolutely, if we break any of the conditions we promise to you, you have grounds to cancel your agreement with us immediately and walk away. We keep our contracts short to give you freedom anyway. |
Managed Service Inclusions for Option 1
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Service Inclusions |
Notes |
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Infrastructure Management |
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Server Management |
● |
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Windows Server Operating System |
● |
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Router Management |
● |
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Firewall Management |
● |
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Switch Management |
● |
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Wireless Access Points Management |
● |
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Network Attached Device Management (Printer/Scanner etc) |
● |
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NAS/SAN Management |
● |
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Backup Management |
● |
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File Restore Management |
● |
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Disaster Recovery |
● Maximum 8 hours/event |
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Onsite Infrastructure Support |
● (up to 2 hours / Month) |
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Extended Hours Support (remote only) |
● |
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After Hours Support |
● |
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Outside Hours Support |
● |
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Monitoring |
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Server performance |
● |
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Workstation performance |
● |
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Network performance |
● |
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Maintenance |
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Patch Management |
● |
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Service Performance Adjustments |
● |
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Data Archiving |
● |
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End User Support |
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Remote Desktop Support |
● |
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Microsoft Application Support |
● |
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Support Documentation (knowledge base) |
● |
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Extended Hours, After Hours, Outside Hours Support |
● |
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Windows Application Support |
● |
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Basic Asset Tracking/Management |
● |
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System Optimisation |
● |
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Disk Usage |
● |
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Standard Operating Environment Maintenance |
● |
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New Standard Operating Environment Creation / Deployment |
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Exclusions
Computer Emergency will always do everything possible to rectify every issue in a timely manner; however, there are exclusions which are not covered by the SLA and thus treated as additional support items.
Services Levels / Response Times
The purpose of the service levels is to set the expectations on how requests and incidents will be prioritised and actioned by our Technical Support. All requests must be logged with helpdesk as per contact details provided on page 1.
Service and support requests can be categorised according to the response priority Matrix below:
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Severity |
High Impact |
Moderate Impact |
Low Impact |
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High |
1. Emergency |
2. Quick Response |
3. Normal Response |
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Moderate |
2. Quick Response |
3. Normal Response |
4. Low Response |
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Low |
3. Normal Response |
4. Low Response |
5. Schedule Maintenance |
The Response Priority Matrix establishes the type of response based on the severity of the fault.
Impact is the measure of how an incident or service failure is affecting the business operations and whether a valid workaround exists.
Severity is the measure of how serious the incident is ranked and the resolution urgency.
Service and support requests will be ranked and actioned according to the SLA Matrix below:
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Response Priority |
Receipt Notification |
Target Resolution Time |
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Critical |
Within 1 Hour |
Within 2 Business Hours |
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High |
Within 2 Hours |
Within 6 Business Hours |
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Moderate |
Within 3 Hours |
Within 12 Business Hours |
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Low |
Within 4 Hours |
Within 24 Business Hours |
The response time measures the length of time it takes to respond to a support request raised by the end user. Computer Emergency is deemed to have responded when a written communication is created and a solution or request for further information is referred to the client.
Computer Emergency will allocate the response priorities based upon the information provided or other information determined by us. Receipt Notification is when the request is acknowledged by a written communication and job allocated to an engineer. Where incomplete information is provided, a normal response priority will initially be allocated. Interim fixes reducing the impact or severity of a fault or service failure, are deemed to be acceptable resolutions to Emergency or Quick Response priorities, permitting an extended response or resolution window to fully resolve the issue. Response times and notifications apply during standard business hours (8:30 – 17:30) only.
* Note: Computer Emergency will always endeavour to resolve problems as quickly as possible. It is recognised that Company’s IT systems are key to its business and that any downtime can cost money. However, Computer Emergency is unable to provide guaranteed resolution times. This is because the nature and causes of problems can vary enormously. For instance, it may be possible to resolve a fatal server issue in minutes, simply by restarting the server, but if a server fails due to disk error or faulty hardware, it may take much longer to get back up and running. In all cases, Computer Emergency will make its best efforts to resolve problems as quickly as possible. Computer Emergency will provide frequent resolution progress reports to the client.
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