What’s Included in a Managed IT Maintenance Plan? Brisbane Checklist

Before you sign anything, know exactly what you’re paying for—and what you aren’t. This guide explains a managed IT maintenance plan in plain English for Brisbane businesses. Understand the inclusions, exclusions, and SLAs so you can pick a plan that suits your team and budget.

Understand exactly what a managed IT maintenance plan includes. Use our Brisbane-focused checklist covering security, monitoring, backups and SLAs to avoid surprises.

Key takeaways

• Know the core inclusions: 24/7 monitoring, patch management, backup and recovery, cybersecurity essentials, and clear SLAs.
• Ask about security: EDR/AV, MFA rollout, admin control, and backup testing, not just “antivirus included”.
• Check devices covered: Windows, macOS, Microsoft 365, network gear, printers, and third‑party apps.
• Watch for exclusions: projects, after‑hours, on‑site time, third‑party fees, and fair‑use caps.
• Match to Brisbane needs: storm season, NBN quirks, and local compliance (ACSC Essential Eight).

What it is and core concept

Definition

A managed IT maintenance plan is a monthly service where an IT team keeps your systems healthy. It covers monitoring, patching, backups, security, and support tasks on a set schedule, with agreed response times. In short, it’s proactive care to prevent outages and keep staff working.

Why it matters

Brisbane teams want less downtime and fewer surprises. With storm season, heat, and mixed NBN types, outages can slow a whole office. A plan sets rules, timing, and contacts. That means faster fixes, safer data, and fewer last‑minute emergencies that cost extra.

Core inclusions every managed IT maintenance plan should cover

• 24/7 monitoring: Servers, endpoints, network gear, and internet links watched for faults and alerts.
• Patch management: Scheduled updates for Windows/macOS, drivers, firmware, and common apps (e.g., browsers, Adobe, Zoom).
• Backup and recovery: Daily backups, retention policy, restore tests, and recovery help when you need it.
• Cybersecurity essentials: EDR or next‑gen AV, email threat filtering, MFA rollout support, and admin controls.
• SLA: Clear response and escalation rules, business hours, after‑hours options, and severity levels.
• Asset and licence management: Hardware/software inventory, warranty dates, and licence renewals tracked.
• Microsoft 365 care: Health checks, mailbox and OneDrive issues, SharePoint permissions, and Secure Score tuning.
• Network support: Router, firewall, Wi‑Fi, switching, VLANs, guest Wi‑Fi, and ISP liaison.
• Remote support: Helpdesk for everyday fixes; outline of included minutes or “unlimited” terms.
• On‑site visits: Defined hours or call‑out structure for Brisbane and SEQ suburbs.

Security essentials: patching, EDR, MFA, and backup testing

Security isn’t just antivirus. Plans should bundle layered controls and checks that map to the ACSC Essential Eight maturity levels.

• Patching: Monthly OS and app updates, plus fast‑track for critical CVEs. Maintenance windows agreed with you.
• EDR: Behaviour‑based protection with threat isolation, not just signature AV.
• MFA: Rollout across Microsoft 365, VPN, and admin portals, with conditional access policies.
• Admin rights: Standard users day‑to‑day. Logged admin access for techs. Privileged access reviewed.
• Backup testing: Regular restore tests for files, mailboxes, and whole machines. Logs shared in reports.
• Email security: SPF/DKIM/DMARC setup, phishing protection, and safe link scanning.

How it works and step-by-step

Process

Here’s a simple flow many Brisbane SMEs use:

• Onboarding: Audit devices, licences, backups, risks, and contact tree.
• Stabilise: Fix urgent issues, set monitoring, tune alerts, and schedule patching.
• Protect: Deploy EDR, enforce MFA, set backup rules and retention.
• Operate: Daily health checks, ticketing, and helpdesk support.
• Report: Monthly reports, risks, and wins. Quarterly roadmap chat.
• Improve: Close gaps against the Essential Eight, roll out changes in small steps.

Featured answer

A managed IT maintenance plan bundles monitoring, patching, backups, and security with defined response times. You get 24/7 eyes on your systems, scheduled updates, tested backups, and helpdesk support. Clear SLAs set how fast issues are handled and when they escalate to on‑site or after‑hours work.

Response, escalation and SLAs explained in plain English

SLAs are promises about speed and process, not magic. Look for these pieces:

• Priorities: P1 “outage”, P2 “major”, P3 “standard”, P4 “minor”. Each has a response window.
• Response vs resolution: Response is how fast a tech starts. Resolution is when it’s fixed.
• Channels: Phone for P1, portal/email for others. After‑hours number for urgent issues.
• Escalation: Who gets it next—senior tech, security lead, vendor, or on‑site.
• Business hours: Local AEST hours listed. After‑hours may cost extra.
• Maintenance windows: Agreed times to patch or reboot without interrupting your team’s day.
• Service credits: What you get if targets are missed.

Devices and platforms covered: Windows, macOS, Microsoft 365, networks

Plans vary, so confirm what’s in the tent:

• Windows and macOS endpoints: Laptops, desktops, and NUCs. MDM for BYO where possible.
• Servers: Windows Server, Hyper‑V/VMware, NAS devices with snapshots.
• Microsoft 365: Exchange Online, OneDrive, SharePoint, Teams, and Secure Score improvements.
• Network: Firewalls, routers, switches, Wi‑Fi (guest and staff SSIDs), VPN.
• Printing and scanners: Basic setup and driver fixes; consumables are separate.
• Line‑of‑business apps: Vendor liaison for updates and outages; dev work is usually out of scope.
• Cloud bits: Backups for 365/Google data, MFA on admin consoles, cost alerts for cloud spend.

Reporting, audits and compliance (ACSC Essential Eight alignment)

Good plans turn data into action. Expect:

• Monthly report: Ticket stats, outages, patch rates, backup status, and EDR detections.
• Quarterly review: Risk list, Essential Eight progress, and next steps that won’t disrupt the business.
• Asset register: Serial numbers, warranty dates, OS versions, and lifecycle status.
• Policy help: Password/MFA policy, acceptable use, onboarding/offboarding checklists.
• Audit support: Evidence for insurance, tenders, and vendor due diligence.

Common exclusions and fair‑use gotchas to watch

• Projects: Migrations, new server builds, and big Wi‑Fi redesigns are usually separate.
• After‑hours and public holidays: Often billed at higher rates unless you add an extended hours bundle.
• On‑site time: Some plans include none; some include a set number of hours per month.
• Third‑party fees: ISP, software vendors, Microsoft licences, SSL certs are pass‑through.
• Hardware faults: Parts and vendor warranty process time may be extra.
• Fair‑use: “Unlimited remote support” can have caps on training or repeat user errors.
• Shadow IT: Personal devices and unknown apps may be excluded or limited support only.

Brisbane buyer checklist you can download

Copy, save, or print this checklist for your next supplier chat:

• Monitoring is 24/7 with alerts for servers, endpoints, and internet links.
• Patch management covers OS, apps, and firmware with a set maintenance window.
• Backups: Daily, offsite, retention policy, and documented restore tests.
• Security: EDR included, MFA enforced, admin rights locked down, email security configured.
• SLA: Response and resolution targets by priority, business hours, after‑hours rules, and escalation path.
• Devices covered: Windows, macOS, 365, network gear, printers, and key business apps.
• Reporting: Monthly health report, quarterly roadmap, asset register.
• Exclusions: Projects, on‑site time, fair‑use terms, third‑party fees listed.
• Onboarding: Audit report, risk list, contact tree, and change control agreed.
• Local needs: Storm plan, power protection, NBN type/backup 4G failover, and ISP liaison.

Common problems in Brisbane

Weather and infrastructure

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

Heat and humidity can cook gear in ceiling spaces and racks without airflow. Summer storms bring power spikes and brief blackouts. In areas like Toowong, Milton, and Fortitude Valley, older buildings can have flaky power or wiring. FTTN pockets (e.g., parts of Ipswich, Logan, and North Lakes) can drop out under load; a 4G/5G failover helps.

Troubleshooting and quick checks

Short answer

If your plan includes monitoring and patching, start with the basics: check power, internet link, and whether the issue is one user or everyone. Log a ticket with impact and time seen. Don’t reboot servers during business hours unless told by the helpdesk.

Quick checks

Try these safe steps:

• Confirm other staff see the same problem.
• Check the modem lights and router status page if you have access.
• Test another app or website to rule out a single‑app fault.
• Restart your laptop, not the server or network gear.
• Note any error messages and time of the issue for the ticket.

Safety notes and when to call a pro

Red flags

Call the helpdesk if you see ransomware messages, mass email bounces, strange MFA prompts, repeated modem reboots, burnt smells from racks, or hot switches. During storms, avoid touching rack power. If backups failed overnight, pause big changes until the techs clear it.

Local insights and examples

Brisbane/SEQ examples

We often see small offices in South Brisbane and Fortitude Valley with crowded network cupboards and no UPS. A plan that adds surge protection and a 4G failover cuts outages. Retail sites in Chermside and Carindale need Wi‑Fi heatmaps to stop POS dropouts. Warehouses in Browns Plains and Brendale benefit from rugged APs and planned patch windows after the night shift.

FAQs

Q1: What should I expect to pay for a maintenance plan in Brisbane?

Pricing varies by coverage, device count, hours, and security layers. Many SMEs choose a per‑user or per‑device model with tiers for standard, security add‑ons, and after‑hours. Ask for a clear list of inclusions, any fair‑use caps, and what projects or on‑site time cost.

Q2: How is a maintenance plan different from break/fix IT?

Break/fix is reactive—call when it’s broken. A maintenance plan is proactive—monitoring, patching, backups, and set response times. You get fewer surprises, reports, and a roadmap, plus security controls that reduce risk from phishing, ransomware, and data loss.

Q3: What does 24/7 monitoring actually do day‑to‑day?

Agents watch health and security signals: disk space, CPU spikes, failed logins, service crashes, offline backups, and internet dropouts. Alerts create tickets for techs to act on. You get less finger‑pointing and faster fixes because issues are spotted early, even after hours.

Sources and further reading

This guide is aligned to common Australian frameworks and practices: ACSC Essential Eight maturity model, ASD ISM principles, ISO 27001 controls, Microsoft Secure Score improvements, and vendor warranty/firmware cycles. Your plan should map to these in a practical, staged way that suits your team.

Wrap-up and next steps

A good plan is simple: proactive care, clear SLAs, real security, and honest exclusions. Use the checklist above, ask for reports and restore tests, and match the plan to Brisbane’s power and NBN realities. Ready to compare options? Service:
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