Questions we hear every week

Do I really pay a call-out fee?

Not if you are in the Perth metropolitan area — the IT Support rate covers travel.

How much does IT support cost?

One flat rate of $165/hour inc GST, onsite or remote. We tell you what we think a job will take before we start.

Do you come to me or is it remote?

Both. Onsite and remote are the same $165/hour product — we use remote when it saves you time, and visit in person for setup, hardware and Wi-Fi.

How quickly can you come out?

Usually same day or next day in Perth metro. Urgent problems like a dead computer or no internet get priority.

How do I pay?

Bank transfer or card on an emailed invoice after the job. Monthly plans are billed automatically each month.

Can I cancel my Gold plan anytime?

Yes. Monthly plans roll over and you can cancel with a single call — no lock-in.

What is included in the security plans?

Security Only ($25/mo inc GST) gives you Managed Antivirus — enterprise-grade endpoint protection and a 24/7/365 Security Operations Center to prevent hacking & intrusions. Gold Security ($40/mo inc GST) adds 500GB online backup and 5 hours of free remote support per household.

What actually gets backed up?

Your documents, photos, desktop and other personal files, encrypted and stored offsite. We can include extra folders or drives — just tell us what matters most.

I think I have a virus. What should I do?

Turn off the computer or disconnect it from the internet and call us. Don't pay anything, don't call a number a pop-up gave you, and don't enter any passwords.

Someone called saying they were from Microsoft. Is that real?

No. Microsoft, the bank and the ATO never ring to ask for remote access or gift cards. Hang up and call us if you're unsure or if you already let them in.

Is my data kept private?

Always. We're fully insured, we use secure remote tools, and we never sell your info.

I forgot my password or BitLocker Key. Can you hack my computer to get it?

Unfortunately no we can't.

My wireless is poor. Can you fix the signal around my house?

We can do a wireless site survey and recommend places to place wireless access points.

What's better — wireless boosters or separate wireless access points connected via cable back to the modem?

Separate access points wired back to the modem are better. A booster rebroadcasts an already-weak signal, which usually cuts your speed and creates a second network name your devices cling to. Cabled access points get full internet speed at each unit, give you one seamless network, and let devices roam between rooms without dropping out.

Who should we use as internet?

We use and recommend Swoop. We can sign you up and get you connected, and we receive commissions from them for referrals.

Can you install data cables?

No, we don't install data cables ourselves — but we know trusted people who do and we're happy to put you in touch.

Do you sell computers?

We can, but the big yellow store often undercuts us on home-user pricing so we usually don't bother. If you'd like a better-spec, business-grade build, email us your specs and we'll put together something much better for not much more.

Can you move my files to a new computer?

Yes — files, photos, email, bookmarks and printers. It's charged at the normal hourly rate and most transfers are done in a single visit.

My computer is slow. Do I need a new one?

Often not. An SSD and a memory upgrade breathe years into most machines, and we'll tell you honestly when replacing is the better spend.

Do you support Apple as well as Windows?

Yes — Windows PCs, Macs, iPads, iPhones, Android phones, printers and smart TVs.

I want to download TV shows and movies from an overseas site. Can you set this up?

No.