IT support
IT support with engineers behind it.
Unlimited remote support for your people, a service desk that knows your environment, and senior engineers behind every ticket. Support is where managed IT starts, not where it ends. Included in every plan, from $139 per user per month ex GST.
- Microsoft Partner
- AZ-104 and AZ-305 certified engineers
- Senior engineers only
- Brisbane-based, working across Australia
Support is where managed IT starts
Good support fixes the problem in front of your user. Better support asks why it happened, fixes the cause, and makes sure the next person doesn't hit it.
That's the difference between support as a cost and support as part of running your environment properly. North Ark's support is part of a managed plan, so the people answering your users also look after the devices, Microsoft 365, security and, if you want, the infrastructure behind them. Patterns in support requests become fixes, and fixes become automation.
North Ark works with organisations on a monthly plan. If you need a one-off repair for a personal or home computer, a local repair shop will serve you better.
What support includes
- Unlimited remote support for your people during business hours: Windows devices, Microsoft 365, Teams, Outlook, OneDrive, printing, line-of-business applications on your supported list, and AI tools you've approved
- A service desk by phone, email and portal
- Joiners, movers and leavers, to a documented process, with accounts, devices and access ready on day one and removed on the last
- Device set-up and management through Intune, with patches and common applications kept current
- Vendor coordination: we log and chase faults with your internet, phone and software vendors so your team doesn't have to
- Documentation: how your environment is set up, kept in a platform you can see
Support runs during business hours, as set out in your agreement. After-hours support is included for critical issues in Managed Complete and available as an add-on for the other plans.
What happens when you raise a request
- Logged and prioritised. Every request gets a priority based on how many people it affects and whether there's a workaround.
- Worked by the service desk, with access to your documentation, so your users don't have to explain the environment each time.
- Escalated to an engineer when the problem goes past the device: identity, network, Microsoft 365 configuration, servers or cloud.
- Closed with a cause. If it's likely to come back, the fix goes on the improvement list.
When the problem is bigger than it looks
"Outlook won't open" is usually a profile or an update. Sometimes it's a Conditional Access policy, a certificate, a DNS change or an Azure network fault.
When it is, your request doesn't sit in a queue waiting for a specialist at another company. It goes to a North Ark engineer who works across identity, Microsoft 365, network, servers and Azure, and who can find the cause wherever it is. That's the reason to choose support from an engineering team.
Support in every plan
All three plans include unlimited remote support. What changes as you move up is what sits behind it.
- Managed (from $139 per user): support, devices, Microsoft 365, baseline security, AI platform support.
- Managed Secure (from $189 per user, recommended): adds managed security, backup, Essential Eight, and help when staff build AI workflows.
- Managed Complete (from $259 per user): adds Azure, servers, networks, after-hours cover for critical issues, and engineering capacity.
Prices are per user per month, ex GST, with a minimum of 15 users on every plan.
Changing provider
Moving support from another provider is mostly about access and knowledge: who holds the admin accounts, where the documentation is, what's half-finished. We run the handover with your current provider, collect credentials and documentation, and take over on an agreed date.
If you're worried about what you'll find, a provider transition assessment secures access and maps risk before the handover.
Questions buyers ask
Is support really unlimited?
Remote support during business hours is unlimited for the users on your plan. After-hours support outside your plan, onsite visits and projects are separate.
Do you come onsite?
Most issues are fixed fastest remotely. Onsite visits are arranged when a problem needs hands on hardware, and are not part of the per-user price.
Can our staff just call?
Yes. Phone, email or the portal.
Do you support our business software?
Yes, for normal use, once it's on your supported list, agreed at onboarding. Faults in the software itself are taken up with the vendor on your behalf.
Can you support only some of our staff, or one site?
Plans cover everyone using IT in the organisation, which keeps the price per user low and the support consistent. Frontline staff on shared devices are billed at a lower rate.
Start a conversation
See what support would cost for your team.
Tell us how many people you have and what they use.
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