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Break-fix services

IT problem? We'll fix it. No contract required.

Not every business needs an ongoing managed-services contract. Sometimes you just need a specific problem solved, by someone who knows what they're doing, without a monthly subscription. That's what break-fix is for.

Get help now See pre-paid blocks

Standard rates

No mystery pricing. Inc-GST, as published.

Service Rate
Standard rate (remote)
First 15 min free for scoping · Billed in 15-min increments
 $165 / hour
Onsite call-out (within service area)
1-hour minimum charge · Travel per ring
 $165 / hour + $50 call-out
Emergency (same-day, after hours)
1.5× standard for business-affecting issues
 $245 / hour
Project work (>4 hours estimated)
Quote-on-quote · 50% deposit on signing
 Fixed-fee SOW

Pre-paid blocks

Commit upfront, save up to 21%.

Buy a block of hours in advance. We draw down as we work; you can see your balance any time. Sweet-spot for businesses that need IT help more than once a quarter but aren't ready for managed services.

5-hour block

$750

$825   Save $75

Expiry: 6 months

Entry-level commitment · One-off project chunk

10-hour block

$1,400

$1,650   Save $250

Expiry: 12 months

The sweet spot — usually triggers managed-services conversation

20-hour block

$2,600

$3,300   Save $700

Expiry: 12 months

Almost ready for managed but want flexibility

Block hours billed in 15-min increments. Sub-15-min phone questions are free. Block hours can't cover project work over 4 hours — those get their own Statement of Work.

Travel zones

Where we travel + what it costs.

Ring 1 (within 30km of Fernvale) is free — included in the hourly rate. Beyond that, per-km + travel time at the standard rate. Remote-first wherever possible — most break-fix issues resolve without a site visit.

Ring Radius Coverage Per-km Time
Ring 1 0–30 km from Fernvale Fernvale, Brassall, Ipswich, Lockyer Valley west to Plainland, Esk, Kilcoy outskirts Free Included
Ring 2 30–60 km Toowoomba range, Gatton, Laidley, Brisbane outer western suburbs, Logan outer west $1.20 / km Full travel time billed
Ring 3 60–100 km Toowoomba CBD, Forest Lake, Greater Brisbane west of Centenary, Beaudesert, Boonah $1.20 / km Full travel time billed · 2-hour onsite min
Ring 4 100–200 km Brisbane CBD, Gold Coast, Sunshine Coast, Warwick, Crows Nest $1.50 / km Full + half-day (4-hr) onsite min
Ring 5 200 km+ Anywhere else in QLD / NSW / interstate Quote Full-day (8-hr) onsite minimum

Managed-services clients get a softer travel-time billing in Ring 2 (half travel time billed) — recognising the recurring relationship. Pure break-fix is full-time billed from Ring 2 onward.

When the maths shifts

Use 10+ hours of break-fix in a quarter? You're already paying managed-tier money.

We'll tell you when it makes sense. Every break-fix invoice shows what the work would have cost under our managed tiers — so you can see the comparison without us having to pitch it. When the numbers say move to managed, we'll have the conversation honestly.

See managed-tier pricing →

FAQ

Frequently asked

How is break-fix different from your managed services?
Break-fix is one-off ad-hoc work — you have a problem, we fix it, you pay for the time. No monthly fee, no commitment, no contract. Managed services are the opposite: ongoing monthly fee covering monitoring, patching, support, backup, security — predictable cost, no surprise bills for routine work. Both have their place. If you're calling us more than once every couple of months, the managed-tier math usually wins.
When does break-fix make more sense than managed services?
Three common scenarios. (1) Genuinely one-off issue — a specific problem that needs solving, not an ongoing IT need. (2) Tiny business — 1-2 people, basic needs, infrequent issues. (3) You already have an IT person but need occasional specialist help. Outside these, managed services usually wins on total cost and predictability — but we're happy to discuss honestly which fits.
What's the pre-paid block tier about?
Pre-paid blocks are a discount for committing to a chunk of work upfront. You buy 5, 10, or 20 hours at a 9-21% discount off the standard hourly rate. We draw down hours as we work; you can see your balance any time. Block hours can be used for any in-scope break-fix work over the validity period (6-12 months). Sweet-spot for businesses that need IT help more than once a quarter but aren't ready for managed services.
What if my pre-paid block expires with unused hours?
You have two options at expiry. (1) Renew the block — unused hours carry forward into the new block period (we'll send a reminder 30 days before expiry). (2) Forfeit unused hours. Your call. We'd much rather you use them, so we'll often offer a top-up call to discuss what work could fit into the remaining time.
What's the service area for break-fix?
Same as our managed services — primary service area is the Ipswich → Fernvale → Toowoomba corridor plus immediate Lockyer Valley + Brisbane outer western suburbs. Beyond that we charge per the travel ring system below. We're remote-first wherever possible — most issues we can resolve via remote access without needing to travel.
How fast can you respond to a break-fix call?
Standard response within 4 business hours (Mon-Fri, 8:30am-5:30pm AEST) for any non-emergency ticket. Emergency response (same-day, business-affecting, system-down) is 1-2 hours when called between 8am and 6pm; after-hours emergency is best-effort. Managed-services clients get faster guaranteed SLA — see Pricing.
Can I pay by credit card?
Yes — we accept EFT, credit card (1.5% surcharge for AmEx; no surcharge for Visa/Mastercard via Stripe), and direct debit. Block purchases must be paid upfront before service starts. Hourly work for new customers is paid in advance the first time; subsequent bookings can be invoice-and-pay with 14-day terms.
What if I want to move to managed services later?
Easy — your block hours convert to credit against your first 3 months of managed services. So if you've used 6 of a 10-hour block ($840 of value) and want to move to managed, the remaining 4 hours = $560 credit against your first managed invoice. Smooth transition, no double-paying.

30 minutes. Plain English. No sales script.

Tell us where you are. We'll tell you whether we're a good match and what it would cost. If we're not the right fit, we'll point you to someone who is.

Book a 30-min discovery call →