How much does IT support cost for a small business in Australia?
With DigitalMate, monthly IT support is $70, $99 or $150 per user per month, depending on the plan. There's a 3-user minimum and no lock-in. Without a plan, remote support is $35 per 15 minutes. Below is what drives those numbers, and what to check in any IT support contract.
Our plans, priced per user
These are DigitalMate's own prices. Other providers price differently, so compare what's included and not just the headline number.
| Plan | Per user, per month | Best for | Example: 5 users |
|---|---|---|---|
| Mate | $70 | A reliable person to call when IT plays up | $350 / month |
| Work Mate | $99 | IT that's secured and backed up, not just fixed | $495 / month |
| Best Mate | $150 | IT fully looked after | $750 / month |
Terms on every plan
- Minimum 3 users per plan
- Month-to-month, no lock-in, 30 days' notice to cancel
- Microsoft 365 licences billed separately at standard Microsoft pricing
- One-off onboarding fee equal to one month of the plan (covers tool setup, documentation and the security baseline)
- Remote support is available Australia-wide. Onsite inclusions (quarterly check-ups, included onsite hours) apply to Sydney clients only.
Six things that move the price
Number of users. Our plans are priced per user, so a bigger team costs more, and there's a 3-user minimum. Fewer than 3 people? Pay-as-you-go may suit you better.
How fast you need a response. On Mate you get a response by the next business day. On Work Mate it's the same business day. On Best Mate, critical issues get a priority response within 2 business hours. Faster response costs more because it means being available sooner.
Backups and security. Mate covers device monitoring, updates and managed endpoint protection. Work Mate adds Microsoft 365 backup (email, OneDrive and SharePoint) and a security baseline: multi-factor sign-in on every account, email security setup and device encryption.
On-site time. Remote support works Australia-wide. For Sydney clients, Work Mate includes a scheduled onsite check-up every quarter, and Best Mate includes 1 hour per user each quarter (for example, 5 users means 5 hours a quarter). Extra onsite work is charged at the member rate of $120 per hour.
After-hours changes. On Best Mate, updates and changes done after hours or on weekends cost nothing extra, so your working day isn't interrupted. Without a plan, after-hours work is $220 per hour.
Licences and setup. Microsoft 365 licences are billed separately at standard Microsoft pricing. There's also a one-off onboarding fee equal to one month of your plan, which covers tool setup, documentation and the security baseline.
Which way of paying suits you?
| Pay-as-you-go (no plan) | Rate |
|---|---|
| Remote support | $35 per 15 minutes (30-minute minimum) |
| Onsite visit | $165 first hour, then $80 per 30 minutes |
| After hours | $220 per hour |
| Travel (on-site jobs more than 20 km from Lakemba) | Quoted upfront |
Pay-as-you-go makes sense if you only need help now and then, or you want to fix one problem without committing to anything. One hour of remote support without a plan is $140, and two hours is double that.
A plan makes sense when you have a team relying on their computers every day, you want monitoring, updates, backups and security looked after before things go wrong, and you'd like a predictable monthly cost. For example, a 5-user team on Work Mate pays $495 per month, which includes the Microsoft 365 backup and the security baseline.
Plan members also get a lower rate on any onsite and project work: $120 per hour.
What to look for in an IT support contract
- Term and notice. Is it month-to-month or a fixed term? How much notice do you need to give to leave?
- What's included. Check whether on-site visits, after-hours work and projects are included or charged extra, and at what rate.
- Response times in writing. Ask what the response time is, for which kinds of issue, and during which hours.
- Setup and onboarding fees. They should be stated upfront, along with what they cover.
- Licences and subscriptions. Find out whether software licences are included or billed separately.
- Leaving. Ask who holds the admin accounts for your systems, and whether you'll get your documentation if you move on.
- Month-to-month, no lock-in, with 30 days' notice to cancel
- Response times written into each plan: next business day, same business day, or within 2 business hours for critical issues on Best Mate
- Onboarding fee equal to one month of your plan, stated upfront
- Microsoft 365 licences billed separately at standard Microsoft pricing
- Support hours: Mon–Fri 8:30am–5:30pm, Sat 9:00am–1:00pm (Sydney time)
See the full plans on our IT support page.
IT support pricing, answered
How much does IT support cost per user per month?
DigitalMate's plans are $70 (Mate), $99 (Work Mate) and $150 (Best Mate) per user per month. The difference is how fast we respond and how much is included, such as backups, a security baseline and on-site time.
Is there a minimum number of users?
Yes, every plan has a minimum of 3 users. For smaller teams, pay-as-you-go rates may suit better.
Is there a setup or onboarding fee?
Yes, a one-off onboarding fee equal to one month of your plan. It covers tool setup, documentation and the security baseline.
Are Microsoft 365 licences included in the price?
No. Microsoft 365 licences are billed separately at standard Microsoft pricing. We can supply and manage them for you. See our Microsoft 365 page.
Do I have to sign a long contract?
No. Plans are month-to-month with no lock-in, and you can cancel with 30 days' notice.
What if I only need help occasionally?
Use pay-as-you-go. Remote support is $35 per 15 minutes (30-minute minimum), and an onsite visit is $165 for the first hour, then $80 per 30 minutes.
Does on-site support cost extra?
On-site visits are for Sydney clients. Work Mate includes a scheduled onsite check-up each quarter, and Best Mate includes 1 hour per user each quarter. Other onsite work is charged at the member rate of $120 per hour. No travel fee within 20 km of Lakemba. Anywhere else in Sydney, travel is quoted upfront.
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