IT support pricing
Here's exactly what IT support costs. No hidden fees, and no quote needed to see a number.
From $89/hr · No retainer · Cyber security plans from $495/month
How much does ad-hoc IT support cost?
Ad-hoc support is billed by the hour, at a rate based on how urgent the job is. There's no retainer.
| Priority | Rate | Target first response | Best way to reach us |
|---|---|---|---|
| Critical | $119/hr | 30 to 60 minutes | Call 03 9117 6991, then log a ticket |
| Medium | $99/hr | 2 to 4 business hours | Support portal or helpdesk email |
| Low | $89/hr | 1 business day | Support portal or helpdesk email |
| On-site and after-hours | $189/hr | Scheduled, or 2 to 4 hours if urgent | Call us to book. Urgent visits are approved by our service manager |
On-site visits are charged at $189 an hour, and travel time under one hour is included. If travel takes more than an hour, it's charged at $129 an hour, both ways.
All prices are in Australian dollars and exclude GST.
Which priority is my issue?
Critical: your business can't work
The server is down, the whole office has lost internet, or you suspect a cyber attack or ransomware.
Medium: some people can't work properly
One person's email isn't working, a printer is down, or a shared drive won't load.
Low: nothing's broken, but it needs doing
Setting up a new user, installing software, or a small change or question.
On-site and after-hours
Work that needs us there in person, or outside 9am to 5pm on weekdays.
Managed cyber security plans
Prefer a fixed monthly cost? Our managed cyber security plans bundle protection, monitoring and reporting into one monthly price.
| Plan | Price | What's included |
|---|---|---|
| Small Business | $495 a month | For teams of 5 to 20 users. Managed endpoint security, email and identity protection, patching and update management, a monthly security report and standard support response. |
| Growing Business | $895 a month | Everything in Small Business, plus a quarterly vulnerability scan, security awareness training, a Microsoft 365 security review and priority response. |
| Business Plus | $1,495 a month | Security monitoring, a quarterly security audit, vulnerability assessment, security awareness training, incident response assistance and executive security reporting. |
Projects and fixed-price work
Network installations, Microsoft 365 migrations and Essential Eight uplift are quoted as fixed-price projects.
You get a written scope and price before any work starts. So you know the cost before you commit.
Frequently asked questions
How much does IT support cost?
At SS NovaTech, ad-hoc IT support costs $89 an hour for low priority work, $99 an hour for medium priority, $119 an hour for critical issues and $189 an hour for on-site or after-hours work. There's no retainer.
Do I need a retainer to get IT support?
No. Ad-hoc support has no retainer, so you only pay for the hours you use. Managed cyber security plans are billed monthly, starting at $495 a month.
What's the difference between ad-hoc support and a managed plan?
Ad-hoc support is pay-as-you-go: you contact us when something needs fixing. A managed plan is proactive: we protect, patch and monitor your systems every month, so fewer things break in the first place.
How do I know which priority my issue is?
If your business can't work, it's critical. If some people can't work properly, it's medium. If nothing is broken but something needs doing, it's low. If you're not sure, call us and we'll help you decide.
Can I get a fixed price for a project?
Yes. Network installations, Microsoft 365 migrations and Essential Eight uplift are quoted as fixed-price projects. You get a written scope and price before any work starts.
Not sure which option suits you?
Tell us about your business and what you need. We'll recommend the most cost-effective way to get it done.
Clear prices. Honest advice. That's how it should be.