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 | ❌ | ❌ | ✅ |
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)
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