Question 1

Do you provide after-hours or emergency support?

Accepted Answer

Yes, after-hours and weekend callouts are available with advance notice. Same-day emergency dispatch can be arranged for urgent SLA-critical client issues. Premium rates apply for after-hours and weekend callouts. Contact 0432 405 388 immediately for urgent callouts or visit our rates page for pricing details.

Question 2

Can we use our own company branding when you visit client sites?

Accepted Answer

Absolutely. This is a white-label service - technicians represent your company brand. We can wear your branded apparel, use your documentation templates, and follow your client communication protocols. Your clients work with your team; contractor services remain transparent to them.

Question 3

What happens if you can't resolve the issue on-site?

Accepted Answer

If an issue requires escalation, we contact you immediately with detailed diagnostics and recommendations. You decide next steps - whether to continue troubleshooting remotely, order parts, or schedule a return visit. You're only billed for time spent on-site and any approved additional work.

Question 4

How do you handle parts procurement and logistics?

Accepted Answer

We can work with your existing parts suppliers and procurement processes. Typically, you ship parts to the site or arrange pickup, and we handle the installation/swap-out. For urgent needs, we can source parts locally with your approval and provide receipts for reimbursement or markup as per your standard process.

Question 5

Do you integrate with PSA tools like ConnectWise or Autotask?

Accepted Answer

Service reporting is provided via email in formats compatible with most PSA systems. We can adapt our documentation to match your ticketing workflows. For retainer clients with high volumes, custom integration options can be discussed to streamline your processes.

Question 6

How quickly can you get to regional sites?

Accepted Answer

Same-day dispatch is available for urgent SLA-critical issues across Bendigo, Ballarat, Shepparton, Echuca, and surrounding areas during business hours (Mon-Fri, 8am-6pm AEST). Travel time varies by location (2-4 hours from Melbourne). We confirm availability and ETA within 30 minutes of your request to help you meet your client SLAs.

Question 7

How do invoicing and payment terms work?

Accepted Answer

We work with your standard payment terms and processes. For per-incident work, invoices are submitted after job completion with detailed time logs and photographic documentation. Retainer clients receive monthly invoices with included hours tracking and any overflow billing. PO/SOW arrangements are standard practice.

On-Site Tech Support Where You Need It

Fully Insured

White Label

Statewide

Field Services

Break/Fix & Servers

POS & Retail

Infrastructure

Not Just City Support.
True Regional Coverage.

Key Service Hubs

The Contractor You Can Trust

Technical Expertise

Compliance Ready

Enterprise Background

Proven Experience

NCR Corporation

Hospital IT

Figure 8

Retail Inducted

Fully Compliant

Ready to Deploy?