The full picture
Our Support Agreement, explained plainly.
One fixed monthly price per computer covers everything below. No call-out fees, no surprise invoices, no fine print traps. Scroll through what's included, what you can add, and the one thing that isn't covered.
All-you-can-eat IT support.
When there's no clock running, we take the time to fix things properly rather than patch them quickly. Your team calls as often as they need — the bill doesn't change. That's the whole model, and it suits everyone better.
Included as standard
Everything that comes with every agreement.
Included
Unlimited remote support — Windows & Mac
Your staff can contact us as many times as they need, any day. We remote in via secure software, sort the problem, and move on. The total on your invoice stays the same regardless.
Included
Unlimited onsite support
Melbourne Metro clients get a technician on-site at no extra charge — no travel fee, no call-out rate. For businesses outside Metro Melbourne, we use trusted local technicians and offer a reduced monthly rate for those devices.
Included
Full cybersecurity coverage
EDR (the modern replacement for antivirus), ITDR to guard your email and cloud logins, internet filtering, email filtering, and ongoing monitoring. We can also connect you with our trusted penetration testing partner for a real-world assessment of your team's vulnerability to scams.
Included
Backup — 180-day file versioning
We map out where your important data actually lives, then make sure anything not already safely in the cloud is backed up to our secure servers. File versioning means that if ransomware strikes or something gets corrupted, we can roll you back to before it happened.
Included
Microsoft 365 & Google Workspace
We act as Global Administrators on your account, configuring security settings, retention policies and permissions in line with current industry best practice — then keeping them there.
Included
First-level support for your specialist software
Running industry-specific software? We learn the common issues and handle the first level of support ourselves. We only escalate to the vendor when we genuinely need to — which is less often than you'd think.
Included
Device health monitoring
Our management software sits quietly in the background, giving us a live view of each device's health, storage and performance. Most maintenance happens without you even noticing — we fix things before they become problems.
Included
Hardware diagnosis & repair
Desktops, laptops, servers — when something breaks we diagnose and fix it at no extra charge. You only ever pay for parts. If we source the hardware, we handle warranty claims too.
Included
Staff onboarding & offboarding
We set up a clear, agreed process so new starters get the right access on day one, and departing staff have theirs removed immediately. No loose ends, no lingering logins.
Included
Controlled patch management
Windows and Mac updates aren't always safe the moment they ship. We hold updates back, test them, and deploy once we're confident they won't break anything — rather than letting your devices update themselves at the worst possible time.
Included
Domain & web hosting
We keep your primary domain renewed, compliant and secure — it's included at no extra charge. Web hosting is included for standard sites; high-traffic or complex requirements get placed with a cost-effective specialist provider, which we manage on your behalf.
Included
Virtual CTO — unlimited IT advice
Every Greenhood client gets us as their on-call technology advisor. AI tools, phone systems, new CRMs, moving offices — whatever decision has a technology dimension, we're in your corner.
Included
Hardware supply & setup
We can supply new computers directly, or configure machines you purchase elsewhere — provided they meet our sensible minimum specifications. We do the full setup so your new device arrives ready to work.
Included
Business continuity support
If a device fails, gets stolen, or an internet outage drags on, we can provide a loan computer and temporary internet solution at no charge (internet service fees aside). We help you keep operating while we sort the underlying problem.
Included
Specialist support for Conveyancers & Conveyancing Solicitors
Paddy holds a former Licensed Conveyancer background, so we understand the pace and stakes of property settlements. We've invested time learning LEAP, Smokeball/TriConvey and Dye & Durham's Conveyancing Manager, including Outlook integrations, common fault patterns and workarounds. We act as your single point of contact for software support, handle Level 1 issues ourselves, and manage Level 2 lodgements with the vendor on your behalf.
Optional add-ons
A few extras worth knowing about.
These aren't bundled by default but can be added for a small monthly cost.
Optional
Microsoft 365 & Google Workspace backup
A daily backup of your cloud accounts — email, files, the lot — held on completely separate infrastructure. If something goes wrong at Microsoft or Google's end, or internally, you have a clean copy. Just a few dollars per account per month.
Optional
Full PC or Mac cloud backup
For machines running specialised software that's difficult to reinstall quickly, we can take a full daily image backup with 7-day retention. We only recommend this where it genuinely adds something — for most clients, keeping files in backed-up cloud folders is enough.
One exception
The one thing that isn't covered.
Not covered
Damage caused by client attempts to service devices
A little knowledge can make a small problem significantly bigger. As a condition of our agreement, we ask that you leave the technical work to us — that way we can stand behind our work with confidence, and you're never left worse off than when you started. Call us first. Always.
From the people we support
What clients actually say.
We tell everyone we have nerds now. Real proper nerds. Our nerds — we love you.
Yvonne Law Firm, Melbourne CBD
I used to handle IT myself and I hated every minute of it. Nothing was ever quite right and it kept shifting under me. Rick and Scott are worth their weight in gold.
Mitchell Engineering, Moorabbin VIC
Ready to hand IT over?
We prefer geeks to nerds, plain English to jargon, and fixed prices to hourly surprises.
