We provide a level of service unmatched by any of our competitors. We are consistently praised not just for our work, but more importantly, the level of support we provide after the job is done.
Billed per 30 min
1 hour minimum
We visit your
home or office
Same day service available*
* Same-day service attracts a fee equivalent to 30 mins of our time. This is because we are making you a priority in our calendar, by doing so we will often need to reallocate and reorganise existing bookings.
"You've found the last IT Guy's you'll ever need."
MUST READ
How Our Billing Works
We don't like surprise bills and we doubt you do either.
We only want to work with people that get us. We're extremely fair.
Let's start on the right foot and dispel any confusion. Here's a quick rundown of how our billing works.
As a service business, we sell time—a limited resource directly tied to our billing.
We bill a minimum time for each job as it reserves our calendar for you, making that time unavailable for other customers and unsellable elsewhere.
Please remember our 24-work hour cancellation policy. Without sufficient notice, a 1-hour minimum fee applies to cover our reserved time commitment.
Both on-site and remote support have a 60 minute minimum time commitment. Billed in 30 minute blocks thereafter.
We invest a lot of time and money on marketing and advertising.
These are costs we need to consider when structuring our billing.
Let's use a couple of examples
Q: Why am I billed for 60 minutes when my issue only took 10 minutes to resolve?
A: When you schedule a remote support call with us, we reserve a full 60-minute block in our calendar specifically for you, making it unavailable to other clients. In this scenario, we spent 10 minutes discussing, resolving, and documenting your issue. However, since we committed this time solely to you, the minimum billing is 60 minutes.
We understand some clients may feel that charging 60 minutes for a quick fix is excessive. However, if it only took us a few minutes to resolve your issue, it’s a testament to the level of expertise and experience we provide. Our team’s skill means that what may take others significantly longer, we can often address in a fraction of the time. This minimum billing policy allows us to maintain high standards and ensures our availability to respond to your needs efficiently.
Would you rather we took 2 hours instead fumbling around like some of the amateurs out there?
We spend 20 minutes driving to the site and provide 1 hour of support to resolve a problem. In total, we've spent 1 hour and 20 minutes, this is rounded to and billed as 1 hour and 30 mins.
Q: What if my computer issue returns the next day? Do I get a free follow-up visit?
A: Computer issues are often complex and varied. When we visit, we do our best to resolve your issue efficiently. For example, if we spend an hour on-site, confirm the issue is resolved, and leave, you are billed for that hour.
If a similar issue resurfaces the next day, or if you later notice something we hadn’t discussed, we understand why you might expect a free return visit. However, this expectation can be unrealistic due to the complexity of tech issues and the limits of what we can assess without complete information.
Sometimes, clients might forget to mention a particular issue or to check over certain functions while we’re on-site. We’re experts in troubleshooting, but we can’t always anticipate specific needs or hidden software, especially if we’re unaware of them. For example, if you’re still using a legacy system for contacts that wasn’t brought up during the visit, we wouldn’t know to include it in our checks.
In essence, it takes two to tango. Our commitment is to resolve every issue brought to our attention; however, you also play a part by ensuring we’re aware of any additional needs or unique setups. Additional visits are billed separately, as they require more time and resources to fully support you.
If there's anything you've read above and you don't agree. That's fine please choose another IT provider, we only want customers who agree with our common sense approach. We're extremely fair in the way we do business which is why we have a massive percent of repeat customers and raving 5 star reviews.
We just want to avoid the small number of people out there who see the world differently.
Payment Terms
All invoices are due upon receipt. Since we provide priority service, we expect prompt payment in return. We strongly dislike chasing overdue invoices, so as a deterrent, we charge a minimum fee of $35 per follow-up attempt, with no limit on the number of attempts.
We work our assess off so just pay us on time - not too much to ask?
Frequently Asked Questions
What kinds of services
do you offer?
On-site Microsoft Windows desktop and laptop, software and hardware repairs. We provide upgrade options where available including brand new computers. We also perform maintenance to improve your existing computers performance.
How long will it take
to fix my issue?
We resolve most basic computer issues within an hour. However if we expect the issue to be more serious we'll usually be able to tell you within the first 15 minutes of working on your device.
Can you diagnose
issues over the phone?
We would love to, but providing this kind of support exposes our business to a variety of serious risks. Providing advice may make us liable for any accidents, injuries and damage resulting from you attempting to repair or service your own equipment.
What if I want to cancel a service?
No problem! Please call our team on 07 5448 3096 at least twenty-four (24) hours before your scheduled appointment and let us know.
Failure to give us reasonable notice will require you to pay for the initial appointment in full regardless of whether any services were provided.
Do you provide support
for small businesses?
We're well trained in both home and small business technical support. We provide additional services to small business from website design to system options focused on improve their businesses, in addition to ongoing support to keep your technology going strong.
What if my computer or laptop is broken and can't be fixed?
We provide super convenient on-site backup and recovery of your important data and can transfer it to a new computer. We typically stock new computers in our vehicles and a variety of major components to help get you back up and running.
Do you charge extra
for same-day service?
To serve you better we charge a fee equivalent to 30 mins of our time, this is to assist us in covering the time now required to reschedule other appointments and in some cases lead to our team committing to overtime.
Do you offer training?
Whilst we don't offer training courses or anything official, our technicians are happy to talk you through their work and teach you where possible. We're even happy to do this whilst resolving your issue where possible. Just bear in mind your request for this extra support will increase the technicians workload and subsequent time to complete the job.
What if I'm not happy
with your services?
We strive to deliver industry leading service and after-sales support. Our customers often praise us for going the extra mile. We have been known to perform small jobs for existing customers free of charge. We like to look after our existing customers and gain a lot of repeat business as a result.
If in the very unlikely event you're unhappy with an outcome we'll work with you to make it right.