Bridge IT FAQs
What is a Managed Service Provider (MSP)?
A Managed Service Provider is a company that offers outsourced IT services, managing and maintaining your business’s technology infrastructure and systems.
What is the difference between managed services and traditional IT support?
Managed services provide proactive, ongoing support and maintenance, while traditional IT support typically offers reactive assistance when issues arise.
How can managed services benefit my business?
Managed services can improve IT reliability, reduce downtime, enhance security, and provide cost-effective solutions tailored to your business’s requirements.
What services does your MSP offer?
We offer a range of services, including network management, cybersecurity, cloud solutions, IT support, and more. Our goal is to meet all your IT needs.
What industries do you specialise in serving?
We have experience serving clients across various industries, including healthcare, finance, construction, education, and more.
How long have you been in business?
We have been in business for over 25 years, with certified technicians on our help desk and a 24/7 security operations team watching our managed clients’ systems around the clock.
What is your company’s philosophy?
At Bridge IT, our philosophy is simple: provide the best possible IT support, at a fair and reasonable price, to businesses of all sizes. We take a proactive approach to preventing technology problems before they happen and we are always available to help you when you need us.
Do you offer 24/7 Support?
Every client on our security levels is watched 24/7 by a security operations team, covering devices, email and Microsoft 365 logins, ready to step in at any hour. Our help desk works Monday to Friday, 08:30 to 17:00, and after-hours support can be arranged when you need it.
What sets us apart from other IT support companies is our approach. Instead of waiting for technology problems to arise, we take a proactive approach to prevent them from happening in the first place. This allows you to focus on running your business, while we handle all of your IT needs. Contact us today to learn more about how our proactive approach can benefit your business!
Can you help with cloud migration and management?
Yes, we can assist with cloud migration, setup, and ongoing management to optimize your cloud infrastructure.
What is your response time for IT issues and emergencies?
We publish our service level agreement: urgent issues get phone or remote support within 2 hours, non-critical within 4. Security threats are watched 24/7.
Does your team have a nationwide reach?
Our team of certified technicians is based in Australia and we offer our IT support services to businesses nationwide. Contact us today to learn more about how we can help your business with all of your IT needs!
Do your products and services meet real-world needs?
Yes, our products and services are designed to meet the real-world needs of businesses of all sizes. We understand that each business has unique IT needs and we work closely with our clients to ensure that they are getting the best possible service.
Can you help me meet industry and government compliance demands?
Yes, we can help you meet industry and government compliance demands. We offer a wide range of IT support services, software, hardware and practices to help you with any compliance issue you may be having.
Can I customize my managed service plan to meet my specific needs?
Yes. You choose the security level that suits your business, B-Secure or B-Secure Plus, and we add servers, Microsoft 365 management and other services as you need them.
What certifications and qualifications do your technicians have?
Our technicians hold industry-standard certifications and undergo continuous training to stay up-to-date with the latest technologies.
How do you stay up-to-date with the latest technology trends and security threats?
We stay informed through continuous education, industry research, and partnerships with technology leaders.
Is my company a good fit for managed IT services?
Our services are designed to benefit businesses of all sizes and industries. We can assess your needs to determine the best solution for you.
How do you handle data backups and disaster recovery?
Microsoft 365 backup is included for every user on our security levels, and we implement regular data backups and disaster recovery plans to protect your data and minimise downtime. If ransomware strikes a computer, ransomware rollback can undo the damage.
How often should I do a backup?
The opposing question should really be “How much data are you willing to lose?” You’ll find that most businesses do daily backups (some more often). It can be a little resource demanding so it’s something that’s suggested to be done overnight. Most people seem to be comfortable with weekly backups and monthly for those with less important info. Best practice is to have three copies of your data: the original, a backup, and a third version, preferably offsite.
What is your pricing structure for managed services?
We publish our prices. Security, device management and backup are priced per person: B-Secure from $81.45 per user per month (up to 2 computers each) and B-Secure Plus from $91.45 (up to 3), with email-only users from $36.45. Microsoft 365 security settings management is $50 a month per business, and ad-hoc support is $175 an hour. All prices ex GST, with no lock-in contract. See our pricing page.
Do I have to sign a lock-in contract?
No. Our security levels are billed monthly and you can change or cancel at any time. Microsoft 365 licences are the only exception: they’re annual subscriptions that renew every 12 months from their start date.
What payment methods do you accept?
You can choose to pay by PayPal, EFTPOS, Visa, MasterCard, Direct Deposit or cash. A small surcharge will apply to credit card payments over $500.
Do you do regular servicing arrangements and contract work?
Yes. We recommend an annual service for all computers and monthly servicing for all servers. For those in high dust and particle locations, we recommend shorter periods between servicing.
We currently manage servers, networks & websites for businesses around Australia and overseas. We remotely manage the daily operations and should a server emergency occur, will have someone on site within 1 to 3 hours.
Call us for a custom proposal Ph: 0414 899 254
What kind of help desk can you offer?
At Bridge IT, we offer a wide range of IT support services to businesses of all sizes. Our team of certified technicians can help you with any technical issue you may be having, no matter how big or small, through our help desk and client portal. Security threats are watched 24/7 by our security operations team. Contact us today to learn more about the IT support services we offer!
What’s more important — software and hardware or the human beings that use them?
At Bridge IT, we believe that BOTH the software and hardware AND the people who use them are equally important. That’s why every security level includes security awareness training and practice phishing emails alongside the technology. We work closely with our clients to ensure that they are getting the best possible service and we are always available to help you when you need us.
What if I live outside your service area?
We can provide remote support to anywhere in the world. We can remote access your computer and fix software/os problems while you watch.
How long will my service take?
Each case is different but a standard service call such as virus removal and general troubleshooting usually takes about 1 hour. We can usually tell within the first 10 minutes how long it will take. After that first hour, billing is done in 15 minute increments.
What happens if the repair takes less than an hour?
Most Repairs are done in an hour or less so you are more than welcome to take advantage of any extra time available. We can service a second computer or device, answer any questions, help you with shortcuts to be more productive or let you know of any advances or technology to help make your life easier.
Do you carry spare parts?
We carry spare parts for the most common problems but if we don’t have it, we can get it within 30 minutes or get it shipped same day / overnight.
Should I repair my computer or replace my computer?
Sometimes you think you need a new computer but all it needs is a little TLC to fix it or upgrade it. Computer Repairs are fast & components are cheap so there is a good chance we can save your computer (and your sanity) with a quick repair or simple component upgrade.
If our assessment suggests that it might be more cost effective to replace your computer or laptop you can buy a replacement direct from us. We aim to beat all the major players and can usually find you a better deal direct from our distributor’s warehouses in Brisbane. Sydney & Melbourne. The items are sent overnight delivery.
How do you ensure the security of my company's data?
Every managed client is on one of our security levels: a 24/7 security operations team watching devices, email and Microsoft 365 logins, managed antivirus with ransomware rollback, advanced email security, stolen login protection, security awareness training and Microsoft 365 backup, plus regular updates, encryption and firewalls as part of our layered approach.