Question 1

What are managed IT services and what is included?

Accepted Answer

Managed IT services mean we take ongoing responsibility for your technology for a fixed monthly fee, rather than charging by the hour whenever something breaks. A Madsun Media managed plan includes an AEST helpdesk with response-time SLAs, proactive monitoring and patching of your servers, network and devices, Microsoft 365 and cloud management, cybersecurity essentials aligned to the ACSC Essential Eight, tested backups and disaster recovery, and a virtual CIO to plan your roadmap. In short, everything needed to keep your systems up, secure and supported — bundled, predictable and accountable.

Question 2

How much do managed IT services cost in Australia?

Accepted Answer

Most Australian managed IT is priced per seat, typically AUD $80 to $150 per user per month depending on the support level, security and cloud services included. A small professional-services firm or trades office often starts around AUD $1,500 a month, while larger or compliance-heavy operations sit higher. The model is deliberately predictable — one flat monthly fee covering unlimited helpdesk, monitoring, patching, backups and security — quoted in Australian dollars with GST. That turns IT into a fixed, budgetable line item instead of unpredictable hourly callouts when something goes wrong.

Question 3

What response times, SLAs and uptime do you guarantee?

Accepted Answer

Every managed IT agreement includes written response-time SLAs, so your team knows exactly how quickly issues are picked up. Critical problems — email down, a server offline, an office unable to work — are triaged first, typically within 15 to 30 minutes during AEST business hours, while routine requests are resolved within a few hours. Proactive monitoring and patching keep uptime high by catching problems before they cause outages, and we report against our SLAs every month so you can verify we are delivering rather than take it on trust.

Question 4

Is cybersecurity included in your managed IT plans?

Accepted Answer

Yes — security is built into every plan, not sold as an upsell after an incident. As standard we deploy multi-factor authentication, managed antivirus, email filtering, automated patching, tested backups and staff awareness training, all aligned to the ACSC Essential Eight. For businesses in finance, healthcare, government supply and defence with stricter obligations, we layer on additional controls and provide the documented reporting that client, insurer and prime-contractor security questionnaires increasingly demand. You get a clear monthly view of your posture, not a nasty surprise after a breach.

Question 5

How does onboarding work, and are we locked into a contract?

Accepted Answer

We start with a full audit of your environment, then run a staged onboarding — documenting your systems, remediating urgent risks and standardising security — with no interruption to your team. Most businesses are fully transitioned within two to four weeks, and we handle the handover from your previous provider or break-fix arrangement directly. Crucially, we work on month-to-month terms with no lock-in contract: we keep your business by being genuinely useful and hitting our SLAs, not by trapping you in a multi-year agreement you cannot leave.

Managed IT Services that keep you running.

What our managed IT covers

Managed IT Support & Helpdesk

Proactive Network Monitoring

Cloud & Microsoft 365 Management

Cybersecurity Essentials

Backup & Disaster Recovery

IT Strategy & Virtual CIO

How we onboard and run your IT

IT Audit & Discovery

Onboarding & Documentation

Monitoring & Helpdesk Go-Live

Ongoing Support & SLA Delivery

Quarterly Strategy Reviews

Why Australian businesses choose Madsun Media

Results-Driven Strategy

Australian Business Hours

Dedicated Account Manager

AU-Compliant & Transparent

Managed IT Services FAQs

Managed IT by city

Ready for IT that just works?