What's Included in a Managed IT 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 — without nasty surprises six months in.

Use this Brisbane-focused checklist covering security, monitoring, backups and SLAs to compare quotes apples-to-apples.

Core Inclusions Every Plan Should Cover

If a quote is missing any of these line items, ask why before you sign. These are the non-negotiables for a real managed maintenance plan in Brisbane:

• 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 (browsers, Adobe, Zoom)
• Backup & recovery: Daily backups, retention policy, restore tests, and recovery help when you need it
• Cybersecurity essentials: EDR (next-gen AV), email threat filtering, MFA rollout support, admin controls
• Defined SLAs: Response and escalation rules, business hours, after-hours options, severity levels
• Asset & licence management: Hardware/software inventory, warranty dates, licence renewals tracked
• Microsoft 365 care: Health checks, mailbox/OneDrive issues, SharePoint permissions, Secure Score tuning
• Network support: Router, firewall, Wi-Fi, switching, VLANs, guest Wi-Fi, ISP liaison
• Remote support: Helpdesk for everyday fixes; minutes included or "fair use" terms defined
• Onsite visits: Defined hours or call-out structure for Brisbane and SEQ suburbs

Security Essentials: Patching, EDR, MFA, Backup Testing

Security isn't just antivirus. A real plan bundles 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 quarterly.
• Backup testing: Regular restore tests for files, mailboxes and whole machines. Logs shared in monthly reports.
• Email security: SPF/DKIM/DMARC setup, phishing protection, safe-link scanning.

How It Works: Standard Managed Plan Flow

Here's the simple 6-step flow Geeks Brisbane uses with new clients:

1. Onboarding
   Audit devices, licences, backups, risk register and contact tree. Document the as-built network.
2. Stabilise
   Fix urgent issues, set monitoring, tune alerts, schedule patching windows that don't disrupt trade hours.
3. Protect
   Deploy EDR across endpoints, enforce MFA, set backup rules and retention. Storm-season backup verification baked in.
4. Operate
   Daily health checks, ticketing, helpdesk support. NBN monitoring catches dropouts before they hurt.
5. Report
   Monthly reports with risks, wins, ticket counts, patch compliance. Quarterly roadmap chat.
6. Improve
   Close gaps against the Essential Eight, roll out changes in small steps, lifecycle planning for refresh cycles.

Response, Escalation & SLAs 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 actually 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 onsite dispatch.
• Business hours: Local AEST hours listed. After-hours may cost extra (or be included via $199/month add-on).
• Maintenance windows: Agreed times to patch or reboot without interrupting your team.
• Service credits: What you get if targets are missed.

Devices & Platforms Covered

Plans vary, so confirm what's in the tent before you sign:

Reporting, Audits & ACSC Essential Eight

Quality plans give you evidence you can show insurers, auditors and clients:

• Monthly tickets closed by priority and category
• Patch compliance % across endpoints and servers
• Backup restore test results — proof your DR will work
• EDR detections and any threats isolated
• MFA coverage across users and admin accounts
• Essential Eight maturity — current level vs target, with quarterly progress
• Asset register with warranties, end-of-life dates, replacement plan

The Essential Eight is the ACSC's baseline of mitigation strategies — application control, patch applications, configure macros, user app hardening, restrict admin, patch OS, MFA and regular backups. Premium Geeks Brisbane plans target Maturity Level 1 baseline at minimum, with a roadmap to Level 2 for businesses handling sensitive data.

Common Exclusions & Fair-Use Gotchas

What's NOT usually included — and what to clarify before signing:

• Microsoft 365 / software licences: Almost always billed separately at retail or partner rates
• Hardware purchases: New laptops, switches, UPS — quoted as projects
• Project work: Server refresh, cloud migration, office relocations — typically scoped and quoted
• Data recovery from physical drive failure: May need a specialist; cleanroom recovery is rarely included
• Vendor-sourced LOB app fixes: Bugs in your line-of-business app — your provider liaises but the vendor fixes
• Consumables: Toner, cables, batteries, paper
• "Fair use" helpdesk caps: Some plans cap minutes per user per month — check before signing
• After-hours emergencies: Often a $199/month add-on or hourly uplift outside business hours

Brisbane Buyer Checklist

Before you switch providers, walk through this with each shortlisted vendor:

• Is everything in the inclusions list itemised in writing?
• What are the response and resolution SLAs by P1/P2/P3?
• What's the after-hours arrangement and cost?
• Can they show a sample monthly report with real client data anonymised?
• Storm-season specifics — UPS recommendations, surge protection, 4G failover?
• NBN monitoring — do they catch and respond to FTTN dropouts in Logan/Ipswich/Redlands?
• How do they handle public holidays and Christmas shutdown periods?
• Onboarding fee, timeline and clean-up scope?
• Minimum term & exit options — month-to-month, 12-month, 24-month?
• Local Brisbane references they can share?

Geeks Brisbane Managed Plan Pricing

Honest 2026 pricing, no surprises: