Named engineers
A small, consistent group who learn how your business runs, which systems matter most and what a busy week looks like for you.
Approachable, with high service levels
How we work: support, service levels and reviews
Good IT support is mostly about people: who answers, how quickly, and whether you understand the answer. Here's what to expect from us, and how we hold ourselves to it.
A request, start to finish
What happens when someone needs help
- 1
Ask however suits you
Ring 03 8779 8645 during business hours and the call is typically picked up on the first ring, or email the help desk. Describe what you're seeing in your own words; working out the cause is our job.
- 2
Someone who knows your setup
The engineer has your documentation in front of them: devices, admin accounts, licences, suppliers and every change we've made.
- 3
Updates while we work
You hear what we've found and when to expect the next update. If a fix needs a restart, we ask first and agree a time.
- 4
A plain explanation
Once it's fixed, you get a short note on what was wrong and what we did. If it keeps happening, the root cause becomes a project.
Response targets
How quickly we respond
Our targets are about response, because how long a fix takes depends on the problem. We don't pretend otherwise.
| Situation | Our target | Examples |
|---|---|---|
| Phone call during business hours | Typically on first ring | Any question, any size |
| Emailed ticket | Usually within an hour | Requests, questions, changes |
| A whole team can't work | Within 15 minutes | No email for the office, a shared drive gone |
| One person can't work | Within 30 minutes | A laptop that won't start, a locked account |
| Everything else | Usually same business day | A new starter, a new shared mailbox |
| Security alerts | Remediated within 8 minutes on average | Handled 24/7 by the cybersecurity remediation SOC |
Our commitments
What you can hold us to
Plain answers
Everyday language, no ticket theatre. We don't bill per ticket, so nobody benefits from splitting one problem into several.
We own our mistakes
If a change of ours caused a problem, we tell you before you find out, fix it and explain what we've changed.
Honest pushback
We're not afraid to push back on things that will be valuable to you, even if you can't immediately see why. You still make the call.
Remote first, onsite when needed
Most issues are fixed remotely within the hour. Onsite visits across greater Melbourne are booked ahead for the work that needs hands.
We deal with suppliers
We hold the account details for your internet, phone system and line-of-business software, and we make the calls.
Visibility
The Jinba Hub and the quarterly review
The Jinba Hub is your client portal, open 24/7. It shows your device register, Secure Score, billable headcount, licence assignments, who can use each shared mailbox and what has been shared out of SharePoint, so the answer to most "what do we have?" questions is a click away. The Hub reads your Microsoft 365 without changing it; anything you want changed comes to us as a request you can follow.
Every quarter we sit down with you to sum up the projects just finished, hear your feedback and agree what comes next. Projects are agreed in advance, and they're covered by the monthly fee.
Getting started
How we take over from your current provider
- Days 1–3
Read-only assessment
We look through your Microsoft 365 tenant, devices, security settings, backups and licences without changing a thing. The assessment is free, and the findings belong to you whatever you decide.
- Days 4–7
A written plan with fixed prices
What needs fixing now, what can wait, and what is already fine, with any one-off work priced before you agree to it.
- Days 8–21
Cutover
Admin access moves to us, the security baseline is applied and laptops are enrolled a few at a time. Your staff get a one-page note about what changes for them.
- Day 22 on
Business as usual
The Jinba Hub is open around the clock, and each quarter we review the last period's projects, ask for your feedback and line up the next ones.
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.