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Expert Care Plan

Our Expert Care managed service addresses your biggest concerns – managing your IT budget and preventing costly downtime when things go wrong. 

"You call it Managed Services,

We call it Expert Care"

Our Expert Care managed service addresses your biggest concerns – managing your IT budget and preventing costly downtime when things go wrong. With our support you can get on with your business knowing that your IT is operating efficiently & effectively. Our Expert Care program is suitable for businesses across a wide range of industries.  

We are an established, Melbourne-based IT Service Provider. Our maturity and strong focus on processes sets us apart from other managed services providers. Our satisfied clients and impressive track record of reliable service speaks for itself.

We manage your IT service daily so that you can focus on improving your business – without worrying about extended system downtimes or service interruptions. 

As your business grows, so will your IT needs. The benefit of our Expert Care managed service is that it not only frees up your team to focus on the jobs you hired them to do — it also enables you to fill in gaps as needed. 

At Intellect IT we give you the expertise – when and where you need it 

Your IT Challenges

One in five Australian small businesses waste up to five working weeks annually due to IT disruptions. Are you one of these businesses?

 

Expert Care Features

24/7
Monitoring

24/7 monitoring of all equipment and systems including anti-virus monitoring and reporting; backup success monitoring and reporting; and internet monitoring

Patch
Management

safely and effectively distributing and applying updates to your software while correcting errors and vulnerabilities in the software, proactively anticipating threats

Support

infrastructure support, end user support for you and your team, remote support for flexibility, application support for your systems

Office 365
Management

Microsoft 365 permissions and configuration, reporting and fixing issues, resolving policy violations, repairing unauthorised security settings or configuration changes

Service
Desk

speedy response from service desk during business hours delivered to the high standard of Intellect IT Service Level Agreement, accessible online support

Prompt
Resolution

identification, analysis and isolation of issues with prompt response and resolution provided

Executive
Reporting

monthly executive reporting including strategic account management meetings with your account manager, detailed analysis and updates

Bespoke
Solutions

expert analysis of existing infrastructure, customised support with implementation, IT solutions for your business, your team and your budget

Account
Management

change management, IT asset management, warranty tracking and reporting, customer access to our on-line ticket system

Managed Service Plans

  • Essential Care
  • Popular
    Expert Care
Intellect IT
Plans & Features
Essential Care
Popular
Expert Care
Intellect IT
Plans & Features
24/7 Monitoring of all Equipment & Systems
Anti Virus Monitoring and Reporting
Steve, this info icon can provide more detail about the feature.
Backup Success Monitoring and Reporting
Internet Monitoring
Patch Management
Office 365 Management
Business hours service desk access standard. After hours 24 x 7 available by request.
Infrastructure Support
End User Support
Remote Support
Application Support
Prompt Issue Resolution
Customer access to our online ticket system
Service response delivered to the high standards of our Service Level Agreement
Change Management
Asset Management
Warranty Tracking and Reporting
Monthly Executive Reporting
Strategic Account Management with monthly meetings with your Account Manager
Contact UsContact Us
  • Click Here for Essential ↓
  • Click Here for Expert ↓
Intellect IT
Plans & Features
Click Here for Essential ↓ Click Here for Expert ↓
Intellect IT
Plans & Features
Essential Care
Expert Care
24/7 Monitoring of all Equipment & Systems
Anti Virus Monitoring and Reporting
Steve, this info icon can provide more detail about the feature.
Backup Success Monitoring and Reporting
Internet Monitoring
Patch Management
Office 365 Management
Business hours service desk access standard. After hours 24 x 7 available by request.
Infrastructure Support
End User Support
Remote Support
Application Support
Prompt Issue Resolution
Customer access to our online ticket system
Service response delivered to the high standards of our Service Level Agreement
Change Management
Asset Management
Warranty Tracking and Reporting
Monthly Executive Reporting
Strategic Account Management with monthly meetings with your Account Manager
Contact UsContact Us
  • Click Here for Essential ↓
  • Click Here for Expert ↓
Intellect IT
Plans & Features
Click Here for Essential ↓ Click Here for Expert ↓
Intellect IT
Plans & Features
Essential Care
Expert Care
24/7 Monitoring of all Equipment & Systems
Anti Virus Monitoring and Reporting
Steve, this info icon can provide more detail about the feature.
Backup Success Monitoring and Reporting
Internet Monitoring
Patch Management
Office 365 Management
Business hours service desk access standard. After hours 24 x 7 available by request.
Infrastructure Support
End User Support
Remote Support
Application Support
Prompt Issue Resolution
Customer access to our online ticket system
Service response delivered to the high standards of our Service Level Agreement
Change Management
Asset Management
Warranty Tracking and Reporting
Monthly Executive Reporting
Strategic Account Management with monthly meetings with your Account Manager
Contact UsContact Us
24x7 monitoring; regular Preventative Maintenance; Capacity, Patch and Lifecycle management​

Servers

Virtual & Physical
  •  24×7 monitoring
  • regular Preventative Maintenance
  • Capacity, Patch  and Lifecycle management
24x7 monitoring; regular Preventative Maintenance; Capacity, Patch and Lifecycle management​

Firewalls

  • 24×7 monitoring
  • regular Preventative Maintenance
  • Firmware, Security Policy, Configuration
  • Lifecycle management 
24x7 monitoring; Best practice configuration management; Prompt issue resolution and Vendor management​

Switches

  • 24×7 monitoring
  • Firmware, Configuration and Lifecycle management
  • regular Preventative Maintenance 
24x7 monitoring; Best practice configuration management; Prompt issue resolution and Vendor management​

Microsoft 365

  • 24×7 monitoring
  • Best practice configuration management
  • Prompt issue resolution
  • Vendor management​
24x7 monitoring; Best practice configuration management; Prompt issue resolution and Vendor management​

Storage

Backup & DR Systems
  •  24×7 monitoring
  • regular Preventative Maintenance
  • BAU restores
  • Capacity  and Lifecycle management
Intellect IT provides the expertise you need to support your existing networks, expand to meet business growth, and roll out new networks.

Network

  • 24×7 monitoring and availability monitoring
  • Capacity and Vendor management​

 

Onsite and remote management of supported locations​

Onsite & Remote

Support
  • Onsite and remote management of supported locations

                                                            

24x7 monitoring; Firmware, Configuration and Lifecycle management; regular Preventative Maintenance​

Phone System

  • 24×7 monitoring
  • Firmware, Configuration and Lifecycle management
  • regular Preventative Maintenance


Expert Care

As an Expert Care customer you have unlimited access to our locally staffed service desk.  All service requests are immediately logged and then enter a triage system that helps us to prioritise those with the most urgent need.  

Our service desk is staffed from 8:30AM to 5:30PM Monday to Friday. Our on call engineers are available around the clock for customers who require after hours service. 

Phone Support

Some problems are best handled by talking to someone. We encourage our customers to pick up the phone and call our service desk team if you wish to do so.

Email Support

Your email is sent to our service desk which automatically generates a support request. Our team is instantly notified and commences working towards a resolution.

Web Portal

Our web portal allows customers to raise support requests and to review their support request history.   

 

Who we are

Our Service Desk Escalation

User Initiated Incidents and Service Requests​

Triage &​ First Response​

Logging
Categorisation Prioritisation Investigation
Diagnosis

Service Desk​

Scheduled Actions​
Non-Standard Service Requests​
Vendor Engagement​ Vertical Escalations

Team Leader​

Coordination​
Research​
Major Incidents​
Problem Management​ Vertical Escalations​

Technology Specialists​

Vertical Escalations​

Service Desk

Performance

Outstanding Customer rating

We are a top-rated Melbourne MSP with a user satisfaction rating of 4.8 out of 5 from 2461 customer satisfaction surveys 

Intellect IT SLA Compliance

Intellect IT User Rating

 

We are delighted to have a user rating of 4.8/5
Out of 2,461 total ratings

 

Our Managed Services Clients

Delivery Service Level Agreements

Managed Services end-to-end support​

 

Intellect IT Expert Care is the Gold Standard for maintaining, monitoring and supporting your IT infrastructure.

We include Cyber Security in our MSP Agreements

Cybersecurity threats are growing in number and complexity. As a result they are becoming an upmost concern to businesses. In many cases, there can be a disconnect of who is ultimately accountable for a business’s cyber security.

At Intellect IT we understand that our clients are relying on us to be responsible for their security. We take this responsibility seriously. Therefore we embed security into all of the projects we undertake. These days proper Cyber Security is non-negotiable and above all, we will assist you and your team in navigating and choosing the security services which best suit your infrastructure.

We provide 24×7 Support with Rapid Response

The past 18 months have seen a cosmic shift in IT support demands. Businesses have relied heavily on their IT support providers. In other words, top performing MSP’s like Intellect IT, have recalibrated their efforts to meet these surges in demand.

At Intellect IT we believe in reducing the time taken to close a ticket or a service request. We do this by focusing on our communication with you. For instance, we may provide a self-service portal where you can login and view the ongoing status of a ticket in real time, rather than having to call to see what has happened. In addition we may embed our portal into Teams, therefore you can easily log into and check the service status.

By providing a rapid response 24×7 to your IT challenges, Intellect IT can help you directly in scaling up your business without necessarily having to add more resources.

We are Adaptable

The world of technology, communications and automation, like client expectations, is constantly evolving. At Intellect IT we are leaders in the MSP sector because we are open to changing the ways we do business with our clients to ensure we are delivering the best possible IT solutions while also ensuring we do what is best for your business.

Intellect IT Expert Care is the Gold Standard for

FAQ

Intellect IT’s Expert Care delivers services ranging from networking, applications, infrastructure and security. We provide ongoing and regular support, monitoring, maintainance and rapid response to critical incidents.

The Expert Care is undertaken on your premises, in our data centre (hosting), or by a third-party data centre.

Depending on the requirement, we deliver our own native services in conjunction with other providers’ services (for example, Intellect IT providing system administration on top of a third-party cloud IaaS).

Managed Service Providers like Intellect IT operate in the background to maintain your business’s technology. Our services range from security, network administration, and IT support to data backup, business continuity, and everything else that requires a day-to-day administrator to keep you connected.  

 

Currently with the considerable upheaval, not only is Intellect IT helping companies keep the lights on, but they are providing significant opportunities for organizations instituting digital transformation. 

By 2024, more than 50% of cloud deals will include app development and managed services, up from 10% in 2019.  Intellect IT offers these skills and expertise and is a top provider of Managed IT Services.

How does Intellect IT work with their clients?

At Intellect IT our clients depend on us to power innovation in their business.  

To deliver on this promise, we invest in modern technologies. Similarly we assist you to invest in cutting edge technology. After that we work side-by-side with our clients,  using advanced analytics and rapid prototyping. By doing this we partner with you to create value, unlock productivity, and drive innovation within your business. 

Expert Care for your IT challenges