Small business IT support in Australia: costs, response times, what to outsource

Confused by small business IT support quotes? This plain guide explains costs, response times, and what to outsource. It’s written for Brisbane SMEs that need reliable help without the fluff.

Compare costs, response times and what to outsource in small business IT support. An Australian guide for Brisbane SMEs with tips to choose a reliable provider.

Key takeaways

• Typical managed IT services cost $90–$180 ex GST per user per month in Brisbane; break/fix is $130–$220 per hour.
• Good SLAs: 15–60 mins for urgent remote response, 2–4 hours onsite for P1 across Brisbane metro.
• Outsource security, backups, patching, and 24/7 monitoring; keep simple device tasks in‑house.
• Ask for clear inclusions, after‑hours rates, and travel zones by suburb before you sign.

What it is and core concept

Definition

Small business IT support is day‑to‑day tech help for SMEs. It includes a help desk for quick fixes, remote support for fast wins, and onsite support for hands‑on jobs. Many firms bundle this into managed IT services with a service level agreement (SLA) that sets response times.

Why it matters

When the POS is down in West End, or email won’t send in Fortitude Valley, business stops. Brisbane storms, NBN mix (FTTN, HFC, FTTP), and hybrid work add complexity. A steady partner keeps devices patched, data backed up, and staff supported so you can get on with the job.

What small business IT support actually includes

• Help desk: phone, email, and ticket support for staff.
• Remote support: secure screen‑share to fix issues fast.
• Onsite support: hardware, Wi‑Fi, cabling, and POS help.
• Managed IT services: monitoring, patching, and reporting.
• Backups and recovery: tested restore plans.
• Security stack: antivirus/EDR, email filtering, MFA, policies.
• Microsoft 365 or Google Workspace admin.
• Network and Wi‑Fi design, VPN, and firewalls.
• Vendor care: NBN, printer, and software liaison.
• Hardware lifecycle: setup, warranty, and disposal.

What to outsource vs keep in‑house

• Outsource: security, backups, patching, monitoring, 365/Workspace admin, firewall rules, compliance checks.
• Outsource: after‑hours support, incident response, server/cloud projects.
• Keep in‑house: simple password resets (if safe), basic printer paper/toner, minor desk moves.
• Shared: onboarding/offboarding; you supply approvals, the partner handles the tech.
• DIY only if trained: network changes, backup restores, and firmware updates carry risk.

How small business IT support works, step‑by‑step

Process

1) Log a ticket by phone or portal. 2) Help desk triages: urgent vs standard. 3) Remote support fixes what it can. 4) If needed, a tech attends onsite. 5) Escalation for complex work or vendors (NBN, Microsoft). 6) Issue closed with notes. 7) Monthly report and proactive maintenance.

Featured answer

Brisbane SMEs should expect clear inclusions, fast remote help for common problems, and onsite support for bigger jobs. Costs are usually per user per month for managed care, or hourly for ad‑hoc work. A good SLA sets response times by priority and covers metro travel zones.

Response times and SLAs explained in plain English

An SLA (service level agreement) states how fast the provider will respond and by what method. Response is not the same as fix, but good teams aim to resolve quickly.

• P1 (business down): remote response 15–30 mins; onsite 2–4 hours across Brisbane CBD, South Brisbane, Fortitude Valley, and inner suburbs.
• P2 (major impact): remote 1 hour; onsite same day (4–8 hours), outer areas like North Lakes, Logan, Ipswich may vary.
• P3 (standard): remote same business day; onsite within 1–2 days.
• After‑hours: agreed escalation path, higher rates, and on‑call windows.

Costs and Brisbane benchmarks

Real‑world ranges, ex GST, typical for Australian SMEs with Brisbane notes:

• Managed IT services: $90–$180 per user/month, including help desk, patching, monitoring, basic security.
• Add‑ons: advanced security stack $15–$35 per user/month; backup $10–$20 per user/month.
• Ad‑hoc hourly: $130–$220 per hour; same‑day or after‑hours can be higher.
• Onsite call‑out: often included for CBD/inner suburbs; some charge $0–$80 or zone‑based travel for outer suburbs.
• Projects: Wi‑Fi overhaul $1,200–$5,000; Microsoft 365 migration $2,000–$8,000 depending on size and data.
• Hardware setup: $120–$250 per device for standard build, SOE, and join to domain/Entra ID.

Ask for a one‑page inclusions list and any caps on tickets, devices, or sites. Check public holiday rates and storm‑season plans.

Common problems in Brisbane

Weather and infrastructure

• Seasonal heat, storms, humidity impacts.
• Older buildings and NBN quirks by suburb where relevant.

• Summer heat and humidity can throttle old switches and UPS units; poor airflow in older offices (e.g., Woolloongabba, Spring Hill) causes random shutdowns.
• Storm season brings power blips and surges; UPS and surge boards matter. Water ingress in comms cupboards is more common than you’d think.
• NBN mix: FTTN can be unstable in some streets, HFC can suffer from node congestion at peak; FTTP is best but not everywhere.
• Mobile backup (4G/5G) helps sites in North Lakes, Redland Bay, and parts of Ipswich when the fixed line drops.

Troubleshooting and quick checks

Short answer

If the internet or a key app is down, check power, modem lights, and whether it’s one user or the whole office. Try a quick reboot of the PC or modem once. If the outage affects POS, email, or backups, log a ticket so a tech can triage.

Quick checks

• Confirm if Wi‑Fi and cable users are both affected. • Check another device to isolate the fault. • Look for tripped power boards after storms. • Reboot the modem/router once and wait 5 minutes. • Test with a phone hotspot. • Note error messages and time of issue for the help desk.

Safety notes and when to call a pro

Red flags

Call a pro if you see any of these:

• Ransomware pop‑ups, files renamed, or antivirus alerts that won’t clear.
• Backups failing for more than a day, or you can’t restore a test file.
• Switches, UPS, or servers running hot, beeping, or smelling odd.
• Repeated NBN dropouts affecting EFTPOS and VoIP lines.
• Water near comms racks after storms, or visible cable damage.
• Medical/legal data, or payroll, stored without MFA and policies.

Local insights and examples

Brisbane/SEQ examples

We often see cafés in West End need guest Wi‑Fi that doesn’t slow POS. Warehouses around Archerfield and Rocklea benefit from heat‑tolerant APs and simple VLANs. Professional firms in Fortitude Valley ask for strict MFA, email security, and offsite backups with regular restore tests.

Retail in Chermside needs fast swap‑out for tills and label printers. Builders in North Lakes and Springfield like 4G/5G failover routers for site sheds. Many SMEs across Logan and Redlands run mixed Windows/Mac with Microsoft 365, Teams, SharePoint, and OneDrive.

Questions to ask a Brisbane IT provider

• What’s included in the per‑user price, and what’s extra?
• Exact SLA times for CBD, inner north/south, and outer suburbs?
• How do you handle storms, power loss, and after‑hours calls?
• What security tools are standard? Antivirus/EDR, email filter, MFA?
• How often do you test restores and patch devices?
• Who owns the admin accounts and documentation if we ever move?

Signs you’ve outgrown ad‑hoc support

• Tickets linger for days, or issues keep coming back.
• Frequent NBN or Wi‑Fi dropouts with no root cause report.
• No asset list, no patch plan, and no backup tests.
• Cyber insurance forms are hard to fill in.
• New staff wait days for accounts and devices.
• Directors worry about compliance or client data loss.

How Geeks Brisbane can help

We support Brisbane SMEs with a friendly help desk, fast remote fixes, and reliable onsite support. We set clear SLAs, keep devices patched, and test backups. We work across Microsoft 365, Wi‑Fi and firewalls, and line‑of‑business apps. Straight pricing, local techs, and storm‑season readiness.

FAQs

Q1: How much does small business IT support cost in Brisbane?

Managed IT services are commonly $90–$180 ex GST per user/month, depending on inclusions like security and backups. Ad‑hoc work ranges $130–$220 per hour. Onsite travel may be included for CBD/inner suburbs, with zone fees for outer areas. Ask for a clear inclusions list.

Q2: What response times should an SLA include?

Look for P1 remote response within 15–30 minutes and onsite within 2–4 hours in metro Brisbane. P2 within 1 hour remote and same‑day onsite. Standard tickets same day remote, 1–2 days onsite. Also check after‑hours terms, public holiday rates, and escalation steps.

Q3: What should we outsource vs keep in‑house?

Outsource security, backups, monitoring, patching, firewall rules, and 365/Workspace admin. Keep simple desk tasks internal if trained and safe. Share onboarding/offboarding: you approve; the provider does the technical steps. For projects and incidents, use an experienced partner.

Sources and further reading

Many providers follow ITIL ideas for ticket flow and change control. For security, align with the ASD Essential Eight maturity model and basic ISO 27001 practices. Know your NBN technology type (FTTN, HFC, FTTP) and plan for power protection, backups, and MFA across all accounts.

Wrap-up and next steps

Pick an IT partner with clear costs, proven SLAs, and Brisbane know‑how. Start with a quick scope: devices, apps, risks, and goals. Then lock in backups, security, and support. Service:
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