Managed IT support for legal practices

Response times

• The whole practice or a team is stopped: a response within 15 minutes.
• A single lawyer or staff member is stopped: a response within 30 minutes.
• Everything else: the same business day.
• Security alerts: looked at around the clock, including weekends, by the security operations centre.

Hours and coverage

The service desk runs Monday to Friday, 8:30am to 5:30pm Melbourne time. We work onsite across greater Melbourne and support practices in Sydney, Brisbane, Adelaide and regional Victoria remotely. Most problems are fixed remotely within the hour. Onsite visits are scheduled, and we handle office moves, fitouts and new sites.

Keeping the practice running

Uptime comes from the quiet work: devices patched on schedule, systems monitored, backups tested. A short monthly report shows what we did and what we found. Each quarter we talk through what is coming up and what it will cost.

• Nothing billed per request, and no extra charge for after-hours work.
• Vendor liaison. We deal with your internet provider, phone system and practice software vendor. We hold the account details and make the calls.
• We own our mistakes. When something is our fault, we tell you.

If the practice has its own IT person

We don't split IT duties with an in-house person. Shared responsibility makes it unclear who should act, and that costs time when a threat appears or a useful change is on the table. We take full ownership of the practice's environment. If someone at the practice handles IT now, speak with us about how a handover would go.