What does managed IT services actually include?
Everything needed to keep your business running day to day, under one monthly fee with one partner accountable for all of it. That means a 24/7 helpdesk your team can call when something breaks, proactive monitoring and maintenance that catches problems before they interrupt work, management of your cloud environment and Microsoft 365 tenancy, network and infrastructure care, tested backups, and baseline security across every device. It also includes the strategic side people often miss: documentation of your whole environment, a named account manager, regular reviews, and a technology roadmap so IT decisions get made ahead of time rather than in a crisis. Our onboarding runs to a published 100-day timeline, from kickoff and full environment capture through go-live, a cyber security assessment, and your first AI workshop, so you know exactly what happens when.
How fast do you respond when something breaks?
Average remote response is around 25 minutes, critical issues get a response within the hour, and when hands-on help is needed in metro Auckland an engineer is on site within four hours. Those aren't marketing numbers; they're how the service level is structured, and they're a big part of why businesses switch to us from providers who only react when called. The more useful answer, though, is that speed matters less over time. Because we monitor your systems around the clock, most problems are caught and fixed before your team notices anything happened — a failing disk gets replaced before it dies, a suspicious sign-in gets challenged before it becomes a breach. Clients like Pipeline and Civil describe their IT as something that 'almost just happens', which is the goal.
What does managed IT support cost in New Zealand?
Most New Zealand businesses pay a fixed monthly fee per user, which covers helpdesk support, monitoring, maintenance, backups, and baseline security. The per-user model is worth insisting on: your costs scale with your headcount, you're not billed by the hour for every phone call, and there's no incentive for your provider to let problems recur. The exact figure depends on your setup — how many staff and devices, how much runs in the cloud, whether you have servers, and what compliance requirements apply — so a one-size-fits-all number quoted on a website isn't honest. We scope it properly in a free consultation instead: you get a detailed evaluation of your current environment and a clear fixed price, so you can compare it directly against what you're paying now, including the hidden cost of downtime and hourly break-fix bills.
How hard is it to switch from our current IT provider?
Much easier than most people expect, and we've made a specialty of it. We run a structured handover to a published timeline: on day one we kick off and take over access, by day 14 your whole environment is documented — systems, licences, passwords, vendor relationships — and by day 30 you've cut over to iT360, with a review at day 45 and a named account manager by day 60. Your old provider is legally obliged to hand over what your business owns, and we manage that conversation so you don't have to. There's no disruption to business as usual because nothing changes for your staff until everything is captured. Several of our case studies cover exactly this switch — DHC Consulting, Wilson Harle, and Traffix all moved to us from other providers and describe the process in their own words.
Do you work with businesses outside Auckland?
Yes. Our office is in Wairau Valley on Auckland's North Shore, but we support businesses across New Zealand, and have for years. The practical reality of modern IT support is that most work is remote anyway: monitoring, helpdesk, cloud and Microsoft 365 management, security, and backups are all delivered the same way whether you're in Albany or Invercargill. What matters is response, not proximity. Where hands-on work is genuinely needed — hardware installs, office moves, network cabling — we arrange on-site visits, and for Auckland-metro clients that's routine. For regional businesses, we're upfront about how the mix works: day-to-day support is remote and fast, on-site work is scheduled, and everything is documented so nothing depends on someone being physically present. Many clients who started with us in Auckland have kept us as they've opened branches elsewhere in the country.
Is cyber security included, or is that extra?
Baseline security is part of every managed services agreement, not an add-on: endpoint protection on every device, patching, multi-factor authentication, email filtering, and tested backups. We treat that as the minimum responsible standard, because most attacks on small businesses exploit exactly those basics being missing. On top of the baseline, our security stack includes Huntress EDR watching your devices around the clock and identity monitoring that flags suspicious Microsoft 365 sign-ins and account takeovers early. Businesses with higher risk or compliance needs can add our dedicated cyber security services: security awareness training with simulated phishing, managed security programmes for standards like SMB1001, CIS Controls, or ISO 27001, and formal audits with a prioritised remediation plan. Every new client gets a cyber security assessment at around day 75 of onboarding, so you know your real position early rather than after an incident.
