FAQ
Frequently asked questions
Straight answers to the questions people ask us before they get in touch. If yours isn't here, ask us directly.
Questions and answers
How much does Jinba IT cost?
$150 per user, per month, from the first day. That covers support, security including the 24/7 SOC, Intune device management, Microsoft 365 backup, monitoring and roadmap projects. Microsoft licences and hardware are passed on at cost. See pricing.
How quickly do you respond?
Calls during business hours are typically picked up on the first ring, and emailed tickets usually get a response within an hour. When a whole team can't work we respond within 15 minutes, when one person can't work within 30 minutes, and everything else usually the same business day.
What are your support hours?
Monday to Friday, 8:30am to 5:30pm, Melbourne time. Security alerts are triaged by our 24/7 cybersecurity remediation SOC, which remediates within 8 minutes on average.
Are you really based in Melbourne?
Yes. Jinba IT Pty Ltd is in South Melbourne. We visit sites across greater Melbourne and support businesses in Sydney, Brisbane, Adelaide and regional Victoria remotely. See managed IT in Melbourne.
What size of business do you work with?
Mostly organisations of 30 to 150 staff. Under about five staff, paying for break-fix help when you need it usually costs less, and we'll say so.
Which Microsoft licences do your clients use?
Microsoft 365 Business Premium, which brings the Microsoft 365 apps and Intune together, plus Microsoft Defender for Endpoint P2. We choose P2 for advanced hunting, support for App Control for Business and richer signals for the SOC. Our Business Premium and Defender P2 guide explains why.
Is App Control for Business switched on from day one?
No. It's a lengthy process. We audit what your devices run, write a policy and work towards enforcing it over time.
Do you manage staff phones?
We can, but we rarely recommend it. Laptops and computers are what we enrol and manage; enrolling phones tends to add complexity without much benefit.
Do you share the work with our internal IT person?
No. We don't offer co-managed IT. We take full ownership of the Microsoft 365 tenant and the devices in it, so it's always clear who owns each policy and alert.
How long is the contract?
Month to month. The agreement is six pages in plain English, you can leave with a month's notice and there's no exit fee. We hand over every credential, document and configuration record.
Do we need our current provider's cooperation to switch?
No. We start with a read-only assessment, give you a written plan with fixed prices, and run the cutover from day 8 to day 21.
What reporting do we get?
The Jinba Hub, a custom client portal available 24/7. It shows your asset register, Secure Score, billable headcount, licence assignments, shared mailbox access and SharePoint sharing. Each quarter we review the last period's projects, gather your feedback and line up the next quarter's work.
What is the Jinba Hub?
Our client portal, included for every client. Your staff sign in with their Microsoft 365 work account and see people, devices, licences, Secure Score and requests, read live from your own tenant. The Hub only reads; it never changes your settings. Read how the Hub works, or open the demo without signing in.
Where is our Microsoft 365 data stored?
For tenants created with an Australian address, Microsoft stores core Microsoft 365 data at rest in its Australian datacentres. Our data residency guide explains what's covered and how to check your own tenant.
How do we get started?
Use the contact form, email [email protected] or call 03 8779 8645. We usually respond same day.
Tell us where your IT is at.
A rough headcount and what's bothering you is plenty to start with. We usually respond same day, and if we're not the right fit we'll say so.