Question 1

What is managed IT support?

Accepted Answer

Managed IT support is an ongoing service where we act as your outsourced IT department. Instead of calling someone when things break, your systems are monitored and maintained continuously, your team has a helpdesk to call, and your technology is planned rather than patched.

Question 2

What is included in Defy IT's managed IT support?

Accepted Answer

Proactive monitoring and maintenance of your systems, helpdesk support for your team, security management, Microsoft 365 administration, backup oversight, vendor management, and strategic IT planning. We tailor the inclusions to your business during the initial review.

Question 3

How does onboarding work?

Accepted Answer

We start with a full audit of your environment: devices, servers, Microsoft 365, network, backups and security posture. From there we fix the most pressing risks first, document everything, and transition your team onto our helpdesk. You will know what we found, what we changed, and why.

Question 4

Are we locked into a contract?

Accepted Answer

No. We don't believe in lock-in contracts for IT services. If we do a good job, you will stay because you want to — and if you ever choose to leave, we won't be a roadblock. You always retain ownership of your systems, credentials and documentation.

Question 5

Can Defy IT take over from our current IT provider?

Accepted Answer

Yes. We handle the entire transition, coordinating with your outgoing provider to transfer documentation, credentials and access without disrupting your daily operations. Most staff notice nothing except a new number to call.

Question 6

What size businesses do you support?

Accepted Answer

We work best with professional firms and growing small-to-medium businesses across South East Queensland — practices and companies that depend on their technology and want it managed properly rather than fixed reactively.

Question 7

How is this different from paying an hourly IT person?

Accepted Answer

Hourly break-fix IT gets paid when things go wrong, so there is no incentive to prevent problems. Managed support flips that: a predictable monthly fee covers prevention, monitoring and support, and it is in our interest to keep your systems healthy and your calls rare.

Question 8

Do you provide onsite support or only remote?

Accepted Answer

Both. Most issues are resolved through remote support, and our local South East Queensland engineers attend onsite when a problem needs hands-on hardware. Onsite terms are set out in your service agreement.

Question 9

How is managed IT priced?

Accepted Answer

Managed IT support is a predictable flat monthly fee for an agreed scope, with larger projects scoped and quoted separately. There are no lock-in contracts. We confirm the recommended scope, cost and next step before any work begins.

Question 10

What should a business look for in a managed IT provider?

Accepted Answer

Look for a written scope, a clear escalation path, named responsibilities on both sides, and an agreed approach to projects and major changes. Ask what is included, what is charged separately, and how the provider reports on security and maintenance.

Question 11

Does a small business need an internal IT person if it uses managed IT?

Accepted Answer

Many practices with 10 to 50 staff do not. A managed provider can carry day-to-day support, maintenance and planning while one person in the business stays the point of contact for approvals. Larger or more specialised environments may still want an internal role alongside a provider.

Question 12

How long does it take to change IT providers?

Accepted Answer

It depends on the size and complexity of the environment and on how cooperative the outgoing provider is. A handover covers access and credentials, documentation, essential systems and priorities. Our process starts with an audit, fixes the most serious risks first, onboards your team and then manages proactively.

Managed IT support

Everything your IT needs, handled.

Proactive monitoring

Maintenance & updates

Fast response

Helpdesk for your team

Strategic planning

Vendor management

Reactive IT is the norm. We defy it.

A Friday-afternoon outage costs more than prevention.

A proven path, no leap of faith.

Audit & discovery

Managed IT Support FAQs

Related services

Cyber Security

Microsoft 365

IT Strategy & Reviews

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