Support that scales with you

When the build is done, the relationship isn't. Day to day, most of what we do is keeping our clients' systems running, improving them, and being on the end of the line when something matters. It's the largest part of our business, and the part we're quietly proudest of.

Anything we do, across software, data, hosting and security, can be drawn against a support account.

It's simple. You buy a block of hours up front, at a rate that improves the bigger the block. We draw against it as we work, track every piece of effort honestly to five-minute resolution, and report to you monthly. No surprise invoices, no per-ticket nickel-and-diming, and priority access when you need us. Blocks run for 12 months, and hours are used oldest first.

We publish our rates, because you should be able to see them before you call. Our standard rate is $180 per hour (plus GST). Pre-paid blocks are discounted, and the saving grows with the block, up to 39% off:

The same discount, seen as hours. Pre-paying does more than cut the rate: it hands you support you don't pay for. Measured at our standard rate, a 10-hour block is worth about 2.5 free hours, a 40-hour block around 12, and a 100-hour block nearly 39. The bigger the block, the more comes back.

Prefer to pay as you go? Post-paid support is billed at the $180 rack rate after the work is done, invoiced periodically (weekly or monthly) or on completion.

The team that supports it knows it. The same people who build, host and secure your systems are the ones supporting them. No re-explaining your setup to a stranger, no context lost between "the project" and "the support desk."

Honest tracking. We track every piece of work to five-minute resolution, average it fairly, and report monthly. You can see exactly where the hours went, and there's a 15-minute minimum, not an hour.

You stay in control. Set an effort limit (the largest job we'll take on without your written sign-off), and your spend stays predictable because it's paid in advance. No runaway invoices.

There when it's serious. Standard hours are 9 to 6, weekdays. Round-the-clock cover is available when you need it, at a clearly-defined out-of-hours rate. No games.

Australian-owned, and in it for the long term. We have been supporting Australian businesses, government and not-for-profits since 2001.

Our support relationships run the full range. At one end, a client who bought a single 10-hour block, got exactly what they needed, and moved on. At the other, our largest current client, for whom we handled around 2,000 hours in the past year. The model is identical at both ends: honest, transparent, and yours to control.