Pricing & SLA Melbourne
Predictable per-user pricing for Melbourne SMEs. Three plans, no lock-in, transparent SLAs.
Predictable monthly cost. No hourly billing roulette. No surprise invoices. TechAssist uses transparent per-user pricing with three service tiers designed for Australian SMEs between 5 and 150 staff. Every plan includes Australian-based support, proactive monitoring, and security essentials.
Not sure which plan fits? Talk to us for a free assessment and we’ll recommend the right level based on your actual needs, not what pads our margins.
How Our Pricing Works
Three phases from first conversation to ongoing support. No long-form sales process.
01
Assess
We audit your current IT environment, user count, and support needs to recommend the right plan. Honest, plain-English, no obligation. We tell you what you don’t need.
02
Onboard
We deploy monitoring agents, configure your systems, document your environment, and introduce your team to our helpdesk. Fixed price, fixed timeline.
03
Support
Ongoing monthly support with proactive monitoring, helpdesk access, and regular reviews. Fixed monthly fee per user: no hourly surprises.
Our Service Plans
Three tiers designed around how Australian SMEs actually use IT. All plans per user per month, Australian-based support, minimum 5 users. Talk to us for specific pricing, we’ll work it out for your team in minutes.
Why Per-User Pricing
Hourly billing punishes you for needing support. Block-of-hours plans punish you for not using them. Per-user managed IT is the model that aligns our incentives with yours, we make money when your IT is healthy and your team is productive, not when your team has problems we can bill for.
Per-user pricing also scales cleanly. Add staff, the cost moves predictably with headcount. Lose staff (or restructure), it drops with them. No surprise true-ups, no over-provisioned licence pools.
Service Level Commitments
Every plan has clear, measurable SLAs. We commit to specific response and resolution times by severity level, written into your service agreement.
Critical: production-down events. 1-hour response on Enterprise. High, significant impact, workarounds exist. Medium, minor issues, scheduled resolution. Low, feature requests and changes. We measure SLA performance monthly and report it back to you, when we miss, we own it.
No Lock-In Contracts
We offer month-to-month agreements because we believe you should stay with us because we deliver value, not because you’re locked in. All plans have a 30-day notice period.
If you ever decide to leave, we’ll help with transition: provide documentation, hand over credentials, brief your new provider. That’s not a remarkable policy. It’s the bare minimum any IT provider should offer. We mention it because most don’t.
What’s Included Across All Plans
- Australian-based support: engineers in Melbourne, not offshore helpdesks.
- Proactive monitoring: every plan includes 24/7 system monitoring at a minimum.
- Documented environments: your IT environment fully documented, accessible to you, portable if you leave.
- Monthly reporting: what we did, what we caught, what we’d improve. Plain English.
- Free assessments: IT health checks before quotes. We’d rather lose a deal than mis-scope one.
- 30-day notice: month-to-month terms across all plans.
How to Get Started
The first step is an honest conversation. Get in touch and we’ll set up a 30-minute discovery call: no slide deck, no fake-urgent quote deadlines. We’ll listen to what you’re trying to fix, give a rough sense of where you’d sit on plans, and tell you if we think we’re the wrong fit for your needs.
If we are the right fit, we’ll do a proper IT health check (free, no obligation) and come back with a recommendation. From first conversation to first month of managed IT support, most clients take 2-3 weeks.
Frequently asked questions
How does TechAssist price managed IT?
Per user, per month, on a fixed monthly fee. There is no hourly billing for covered work and no per-ticket charge, so the invoice does not move when you have a bad month. Pricing depends on which of the three plans you are on, how many users you have and what is in scope. The minimum engagement is 5 users.
What is the difference between the Essential, Professional and Enterprise plans?
Essential covers remote helpdesk during business hours, proactive monitoring, patch management, antivirus, email filtering and monthly reporting. Professional adds 24/7 monitoring, a 4-hour SLA, advanced endpoint protection, Essential Eight alignment, quarterly virtual CIO reviews and cloud backup management. Enterprise adds a 24/7 helpdesk, a 1-hour critical SLA, full SOC monitoring, a dedicated account manager, included on-site days and annual penetration testing.
Is there a minimum number of users?
Yes, 5 users. Below that the fixed-fee model does not work in your favour and ad-hoc or project support is usually the better arrangement.
Is there a lock-in contract?
No lock-in. The agreements are designed so you can leave if the service is not working, which is the correct incentive for us.
What response times do you commit to?
Our average first response across all tickets is 15 minutes. The contractual commitments are the plan SLAs: a 4-hour SLA on Professional and a 1-hour critical SLA on Enterprise. Existing clients also have a 24/7 critical incident line for genuine emergencies outside business hours.
How do we get an actual number for our business?
We assess your environment first: user count, device count, Microsoft 365 tenancy, security posture and support history. That takes a short discovery conversation and a free IT health check if we look like a fit. You get a fixed monthly figure from that, not an estimate that moves later.
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