Frequently Asked Questions

As a full-service Managed Services Provider (MSP), we support Australian businesses across their entire technology environment. Our work covers day-to-day IT support, cloud management, network infrastructure, cybersecurity controls, and data backup and recovery. We also provide strategic oversight through virtual CIO (vCIO) consulting to help guide long-term planning and technology decisions.

The inclusions depend on the agreed service scope, but may cover service desk support, endpoint management, monitoring, patching, Microsoft 365 administration, network support, backup management, cybersecurity services, reporting, and account management.

In addition to day-to-day support, AVTech can provide strategic IT guidance through account management, technology roadmaps, infrastructure reviews, cybersecurity recommendations, and virtual CIO services. This helps ensure technology decisions align with business goals.

While we support a diverse range of sectors, we have deep expertise in Professional Services, Healthcare, Construction, Finance, NGO and Education. Our solutions are customised to meet the unique regulatory and operational compliance standards of your specific industry.

AVTech is best suited for organisations that want a reliable technology partner rather than ad hoc IT support. We typically work with businesses that need responsive support, stronger cybersecurity, improved cloud management, better IT governance, or additional capability to support an internal IT team.

We bring over 30 years of operating history in the Australian IT sector, combining local service desk support with senior technical oversight. Every client receives a dedicated account manager to ensure clear ownership, predictable communication, and technical decisions that match business priorities. 

Instead of simply reacting to broken systems, we focus on ongoing monitoring, clear accountability, and pragmatic infrastructure management.

Onboarding is seamless and designed to cause zero disruption to your daily operations. It involves a 4-step process:

• Audit & Discovery: We assess your current IT infrastructure.
• Strategy & Planning: We map out immediate fixes and long-term improvements.
• Deployment: We securely install our monitoring tools and establish protocols.
• Go-Live & Training: We introduce our team to your staff so everyone knows how to get help.

During onboarding, we usually need access to key systems, existing documentation, vendor details, licensing information, network diagrams where available, and details of critical users, sites, applications, and business priorities. This helps us reduce disruption and establish the right support model from the beginning.

We can work with your existing vendors where appropriate. During onboarding, we identify key technology partners, support arrangements, licensing details, and escalation contacts so we can coordinate effectively and avoid gaps in responsibility.

Absolutely. We offer Co-Managed IT services. We can act as an extension of your existing team, taking care of heavy-lifting tasks like 24/7 monitoring, patching, and cybersecurity, freeing up your internal team to focus on strategic, business-driven projects.

Our standard support desk operates from 8:30 AM to 5:30 PM, Monday to Friday. However, because IT issues don't stick to business hours, we offer 24/7/365 critical support options to ensure your business stays online around the clock.

Yes. We support businesses with single-site, multi-site, hybrid, and remote working environments. This may include user support, secure remote access, endpoint management, network connectivity, Microsoft 365, cloud platforms, and cybersecurity controls.

Most support requests can be handled remotely, which allows us to respond quickly and efficiently. Where onsite support is required, we can arrange attendance based on the client’s location, service agreement, and the nature of the issue.

Support requests are triaged based on business impact and urgency. Issues affecting multiple users, security, critical systems, or business continuity are prioritised ahead of routine requests. Each client’s service agreement defines the support channels, response targets, escalation process, and any after-hours arrangements.

We believe in earning your business every month. While we offer structured agreements to ensure predictable budgeting for your business, we provide flexible terms aligned with your operational goals.

Yes. We can help assess your current environment, identify gaps, and recommend practical improvements aligned with frameworks such as the ACSC Essential Eight, ISO 27001, and common cyber insurance requirements. The level of support depends on your current maturity, risk profile, and compliance obligations.

We use proactive monitoring, patch management, security controls, backup checks, reporting, and regular reviews to identify risks early. The aim is to reduce downtime, improve reliability, and help clients make informed decisions before issues become disruptive. 

Absolutely. We can support your move to platforms like Microsoft 365 and Azure with tailored cloud migration services, along with ongoing cloud management. The solution is secure, scalable, and fully supported.

Data sovereignty is a priority for us. We use localised Microsoft Azure or AWS regions. This ensures your data remains fully compliant with the Australian Privacy Principles (APPs).

Because every business has different infrastructure, user counts, and compliance needs, we don't believe in a one-size-fits-all price. We offer a flat-rate, predictable monthly pricing model based on your specific requirements. This prevents unexpected "bill shock" and allows you to budget your IT accurately.

Hiring a single in-house IT manager in Australia can cost upwards of $120,000–$180,000+ per year (plus super, leave, and overheads), and that person still only possesses one individual's skill set and requires time off. 

Partnering with AVTech gives you an entire team of specialists (from helpdesk techs to senior solution architects) for a comparable or lower investment. Our team provides broader expertise, business continuity, and scalable support, backed by 24/7 alerting and operational processes.