Rates

Effective 1st Jan 2025

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Technical Support

Casual Support

PAYG casual technical support is available remotely or on-site during business hours.

Callout fees apply.

Pricing

Remote: $50 / 15 minutes
- Minimum 30 minutes
Onsite: $40 callout fee + $200 / hr
- Minimum 1 hour
- Thereafter charged in 15 minute increments

iCare Managed Services

iCare Managed Services is a fixed-price, unlimited support service. It covers your corporate-owned PCs, Macs, mobile devices, servers, and office network infrastructure.

SECURITY & UPDATES	Secure	Standard	Pro
Anti-virus software: supply, install, monitor, maintain	✅	✅	✅
App install, remove, update	✅	✅	✅
OS updates and upgrades	✅	✅	✅
Lock device ownership to company	✅	✅	✅
Remote wipe if device is lost or stolen	✅	✅	✅
Enforce corporate policies	✅	✅	✅
Asset register reporting	✅	✅	✅
Disallow end-user admin access	✅	✅	✅
Limit data leakage (e.g. restrict iCloud, USB disks usage)	✅	✅	✅
Setup new device (out of box) – one-off fee applies	✅	✅	✅
Wipe device at end of life	✅	✅	✅
Alerts if device storage reaches 75% and 90% of capacity	✅	✅	✅
Annual device report to assist with purchase planning	✅	✅	✅
SUPPORT	Secure	Standard	Pro
Remote technical support	❌	✅	✅
Onsite technical support	❌	❌	✅
Reset and redeploy existing device	❌	✅	✅
Dispose of device at end of life	❌	❌	✅
OS support: install, boot, configure, major upgrades	❌	✅	✅
App support: install, configure, upgrade, launch, remove	❌	✅	✅
User management: create, secure, delete	❌	✅	✅
Document support: open, edit, print, save, close	❌	✅	✅
Migrate user to different computer (same OS)	❌	✅	✅
Migrate user to different computer (different OS)	❌	❌	✅
Printing, scanning	❌	✅	✅
Connect to other peripherals	❌	✅	✅
Connect to network	❌	❌	✅
Network infrastructure support (per office, Sydney only, excludes cabling)	❌	❌	✅
Email signatures	❌	❌	✅
Data transfer (between devices, to/from cloud storage)	❌	❌	✅
RESPONSE & RESOLUTION TIMES	Secure	Standard	Pro
Response time for requests	8 HR	6 HR	4 HR
Resolution target for requests	12 HR	12 HR	8 HR
PRICING	Secure	Standard	Pro
Computer onboarding (per device) – device may need to be wiped	50	50	50
Mobile device onboarding (per device) – device must be wiped	20	20	20
Computer (per device)	$35 / m	$75 / m	$95 / m
Mobile device (per device)	$10 / m	$10 / m	$12 / m
Network (per office, Sydney only)	$180 / hr	$180 / hr	$50 / m
Onsite support callout fee	$40 / callout	$40 / callout	No charge
Onsite support fee	$180 / hr	$180 / hr	No charge
Additional services	$180 / hr	$180 / hr	$160 / hr

Terms

Minimum 12 months
Paid monthly in advance
Add or remove devices as needed
Automatically renews until cancelled
Pricing is reviewed every December and is fixed for the calendar year.

Additional services

Any work not explicitly included in the services list or which is explicitly excluded anywhere in the iCare Managed Services agreement can be purchased separately. Some examples include, but are not limited to:

Training
Office relocations
Pickup and delivery

Microsoft 365

Tenancy

setup tenancy

Set up Microsoft Tenancy
Add primary domain
Configure DNS
$75

Extend tenancy

Add additional domain
Configure DNS
$25

services

All tenancies include:

Manage Tenancy security
Obtain and manage licences
Create and maintains users
Reset user passwords
Activate MFA (multi-factor authentication)

Email

Exchange

Plan 1 (50GB mailbox + 50 GB archive): $12 / m
Plan 2 (100GB mailbox + Unlimited archive): $17 / m

EMAIL SIGNATURES

Standardise email signatures across your business and all devices
Minimum: 5 mailboxes
$50 setup
$5 / mbox / m

email MIGRATION

Automatic migration of existing emails from IMAP or GMail: $50 / mbox
Note: If manual mail migration (e.g. POP) is required then standard technical support fees apply

services

All mailboxes include:

Manage users, groups, aliases, and distribution lists
Convert user mailboxes to and from shared mailboxes
Configure mail flow rules for shared mailboxes
Investigate mail delivery issues

Office

365 APPS for Business

Office apps (PC, Mac), excluding Teams
$18 / m

365 Business Basic

50GB mailbox + 50 GB archive
Office apps (browser, mobile) including Teams and Sharepoint
$16 / m

365 Business Standard (no teams)

50GB mailbox + 50 GB archive
Office apps (PC, Mac, browser, mobile) including Sharepoint
$23 / m

365 Business Standard

50GB mailbox + 50 GB archive
Office apps (PC, Mac, browser, mobile) including Teams and Sharepoint
$27 / m

365 Business Premium

50GB mailbox + Unlimited archive
Office apps (PC, Mac, browser, mobile) including Teams, Sharepoint, and Intune
$41 / m

SHAREPOINT, ONEDRIVE, AND TEAMS

Administration for Sharepoint, OneDrive, and Teams:

All aspects of administration and security for these
Assistance with sharing with external parties
Unlimited SharePoint sites and Teams
Excludes Sharepoint Site Development
$12 / user / m

Backups

cloud backups

Backup beyond Microsoft’s 30-day retention period
Covers Exchange, OneDrive, and SharePoint
Australian data centre
1 TB of storage
7 year data retention
Free restore

EXCHANGE ONLY

Backup only Exchange mailbox
$4 / m / user

EVERYTHING

Backup Exchange, Onedrive, and Sharepoint
$6 / m / user

Cloud-hosted VoIP

Professional PBX

Your own dedicated, secure, cloud-hosted server
Port existing and add new phone numbers
- Bring existing AU, NZ, 1300, and 0800 numbers
- Add phone numbers if needed
Extensions and DIDs (if purchased)
- Assign an extension to staff, queues, and groups
- Assign phone numbers to direct in-dial extensions
Handle incoming calls professionally
- Use digital receptionists to answer and direct calls
- Direct calls to staff, queues, or groups
- Use a variety of ring strategies for queues and groups
- Use music on hold to retain and inform callers
- Use the included music or hold or add your own
- Direct out-of-hours calls internally, externally, or to voicemail
- Receive voicemails as emails with audio attachment
Recording, training, monitoring
- Record incoming and outgoing calls
- Listen-in or join a call in progress (PIN protected)
- Receive regular call reports via email
Flexible implementation
- Use a handset or the free smartphone app
- Works anywhere with an internet connection
Save money with free internal calls
User portal for status, forwarding, voicemail, history
Integrates with Office 365 logins
Create and join conferences with secure PIN access
Send and receive faxes as PDFs

Pricing

PBX

Includes setup and maintenance
Add or remove extensions as needed
Minimum 6 extensions
$20 / extension / m

Calls (AU)

Outgoing: Landlines, mobiles, 13xx (Swoop)
- $30 / channel / m (minimum 4 channels)
- Includes up to 10 phone numbers
- Additional phone numbers: $6 each / m
Incoming 1300 number hosting
- Unlimited calls (from AU landlines, mobiles): $30 each / m

Porting

Required if using iHelp IT carriage.

Category A (simple): $15 / extension

Category C (complex): $200 / block

Note: some losing carriers consider all point requests to be Cat C. The category is determined at time of porting.

Handsets

Select from a range of Yealink handsets and conference phones to suit all budgets
Contact us for handset pricing
Handset setup: $60 / handset

Use SBC in offices

An SBC (session border control) device connects handsets to your PBX effortlessly
Required for offices of 3+ handsets
First SBC: Free
Additional SBCs: $10 / m

Domains & Web Hosting

Domains

Registration and renewal
Identity protection (non-AU domains only)
DNS hosting and record management
SPF, DMARC, DKIM management
Addition to Microsoft Tenancy
Annual commitment, billed monthly
Pricing
- .au .nz .uk .com .org .net: $8/m
- Contact us for other domains

Domain migration

Includes transfer of DNS records
One off fee: $40

Gold Hosting

Dedicated virtual server for WordPress
Advanced secure access via PEM
20 GB storage
30-day backup history
7-day rotating snapshots
Separate dev server if needed
SSL certificate
Wordfence for 2FA WordPress login
$40/m

Silver Hosting

Shared cPanel server for WordPress
Secure access via password
2 GB storage
30-day backup history
SSL certificate
$25/m

Bronze Hosting

Shared CPanel server for HTML
Secure access via password
1 GB storage
30-day backup history
SSL certificate
$15/m

Cloud Backups

Backup your server, NAS, desktops, and laptops to the cloud. Each device requires a licence, and you can pool your data to save money.

Server (Australia)

Windows on-premise server (image and files) or cloud-based server (files only)
Includes 500 GB storage
$90/m per instance

Workstation or NAS (Australia)

Windows and Mac
Windows or Mac (image or files) or NAS (files only, requires tethered PC or Mac)
Includes 100 GB storage
$20/m per computer

Purchase Extra Storage

Storage is rounded up to the nearest 100 GB
Storage can be pooled across all instances
Additional storage: 12c/GB

Workstation (USA)

Available for Windows or Mac
Not available for Server or NAS
Unlimited storage
$14/m per computer

Microsoft 365 (Australia)

Backup Microsoft Exchange, OneDrive and SharePoint
Australian data centre
1 TB of storage
7 year data retention
Free restore
Exchange only: $4 / m / user
Exchange, Onedrive, and Sharepoint: $6 / m / user

Setup, Restore, Retention

Setup and Restore are charged at our standard support rates
Retention: 1 month
We recommend annual test restores

Travel & Minimums

Travel and Transport

Parking fees: on-charged if not provided
Taxi: on-charged if expediency requested
Hardware + software pickup: $20 / 15 min

Service Area, Minimum Charge

Onsite Support

Up to 1/2 hr drive: 1 hr min, then 15 min increments
1/2 – 1 hr drive: 2 hr min, then 15 min increments
Further: Contact us for pricing

Remote Support

Minimum: 30 mins, then 15 min increments

Business Hours

Standard business hours: M-F, 9am – 5pm
Out of hours and weekends: 1.5x rate increase
Public holidays: 2x rate increase