Managed IT Services Brochure
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Unicorn IT Group
Servicing businesses all over Australia
Managed IT Services
One provider, one invoice, no surprises
1300 904 635
hello@uitg.com.au
unicornitgroup.com
What you get
Our Managed Services package wraps your entire technology environment into a single engagement. We look after your devices, Microsoft 365 tenancy, security posture, backups and help-desk support so you can focus on running your business instead of chasing IT vendors.
Whether you are a small team without an internal IT resource or a growing business that needs a reliable partner, we scale the service to fit. Every engagement starts with a baseline audit and ends with a clear roadmap, monthly reporting and a local engineer who knows your name.
Core inclusions
Fully Managed IT Support
Unlimited remote and on-site support for every device, printer and person in your office. We become your IT department.
Microsoft 365 Management
Tenant administration, licence optimisation, Exchange, Teams, SharePoint and OneDrive structure — kept secure and up to date.
Security & Endpoint Protection
Essential Eight aligned hardening, multi-factor authentication, endpoint detection and email filtering.
Office 365 Backup & Recovery
Immutable, off-site backup of Exchange, OneDrive and SharePoint data with fast recovery when you need it.
Proactive Monitoring & Patching
24/7 monitoring, patch management and health checks so issues are caught before your team notices them.
Server & Infrastructure Management
Managed physical, virtual and cloud servers: 24/7 monitoring, weekend patching, backup verification, capacity and performance reporting, SentinelOne endpoint security on every server, with 24/7/365 Security Operations Center coverage on eligible plans.
Standard inclusions, no hidden extras
Australian-based support
Local engineers who understand your business, available during Australian business hours.
Monthly reporting
Clear monthly reports on tickets, patching, security events and the health of your environment.
Dedicated account engineer
A consistent point of contact who knows your environment and can escalate when needed.
Baseline audit
We document your current setup, risks and priorities before work begins so nothing is missed.
Technology roadmap
A practical plan that aligns your IT spending with your business goals over the next 12–24 months.
Guardz 24/7/365 MDR for Silver and Gold
Silver and Gold plans include Guardz 24/7/365 MDR — protection across servers, workstations and Microsoft 365, with a 24/7/365 Security Operations Center behind it. Basic uses SentinelOne Control without Guardz MDR.
- ✦Servers, workstations and Microsoft 365 under one contract
- ✦24/7/365 Security Operations Center
- ✦Ransomware and human-led threat hunting
- ✦Fast isolation and incident response
Choose the right tier
Three predictable tiers designed for different business sizes and risk profiles. All plans include Australian-based support and SentinelOne endpoint security.
| What is included | Basic$119 /user/moEssential cover | Silver$139 /user/moMost popular | Gold$229 /user/moComplete protection |
|---|---|---|---|
| Unlimited Remote Support | |||
| Microsoft 365 Management | |||
| Microsoft 365 Business Premium Licence | |||
| Proactive Monitoring & Patching | |||
| Office 365 Backup & Recovery | |||
| MFA & Identity Management | |||
| SentinelOne Endpoint Security | Control | Complete EDR | Complete EDR |
| Guardz 24/7/365 MDR — Protection across servers, workstations and Microsoft 365 | |||
| Endpoint Configuration Management (Intune) | |||
| Server Management Plan (per server, from $250/mo) | Add-on | Add-on | Add-on |
| Web Hosting (10GB) & DNS Hosting | |||
| Email Signature Manager | |||
| IT Governance & Roadmap | |||
| Strategic Quarterly Reviews | |||
| On-site Support | As needed | As needed | As needed |
| Essential Eight Uplift (ML1-ML3) | Add-on | Add-on | Add-on |
Per user, per month. All prices exclude GST. Need something tailored? Every plan can be customised to match your environment, compliance requirements and budget.
Why Managed Services beats paying $165 per hour ex GST
Break/fix support looks cheaper until something breaks. At $165 per hour you only pay when you already have a problem — which means nobody is paid to stop the problem happening, and every hour of downtime is billable. Managed Services flips that: a fixed monthly fee where prevention, security tooling and licensing are already included, and our incentive is for nothing to go wrong.
Think of it as insurance for your IT
Nobody questions insuring their building, their vehicles or their public liability — yet many businesses run uninsured IT, hoping nothing goes wrong and paying by the hour when it does. Managed Services is the insurance policy for your technology: a fixed, predictable premium that pays for prevention every single day, and for a full response team the moment something does go wrong.
The difference is that IT insurance done properly actually reduces the odds of a claim. Monitoring, patching, endpoint security, tested backups and governance all work continuously in the background so the disaster you are insured against is far less likely to happen in the first place.
Security that is always on
SentinelOne endpoint detection, Guardz 24/7 SOC monitoring, email filtering and multi-factor authentication run every day — not installed after the breach, but preventing it.
Essential Eight alignment
Hardening aligned to the ACSC Essential Eight is built into the service, lifting your security maturity and helping satisfy cyber insurance questionnaires and client audits.
Tested, monitored backups
Microsoft 365 and server backups are monitored daily and restore-tested, so recovery is a plan you have already rehearsed — not a hope you discover is broken mid-incident.
Governance & documentation
Asset registers, licence registers, documented configurations and clear ownership. Your environment stops living in one person's head and starts surviving audits, handovers and growth.
Compliance readiness
Whether it is cyber insurance, ISO 27001, SMB 1001 or a client's security questionnaire, a managed environment produces the evidence — policies, logs and reports — as a by-product.
Strategy, not just repairs
IT governance, lifecycle budgeting and quarterly reviews mean hardware is replaced before it fails and spending follows a roadmap — not the next emergency.
| Break/fix at $165 per hour ex GST | Managed Services | |
|---|---|---|
| Cost model | $165 per hour, every hour. Bad months cost the most, exactly when you can least afford it. | One fixed monthly fee per user. Budget once, no invoice surprises. |
| Incentive | The provider earns more when your IT fails. | We earn the same whether you call or not, so we engineer out the faults. |
| Monitoring & patching | None. Issues are found by staff, usually mid-deadline. | 24/7 monitoring, automated patching and alerting included. |
| Security | Billed as a project, so it gets deferred. | SentinelOne EDR on every plan, Guardz 24/7/365 MDR on Silver and Gold, and Microsoft 365 hardening included from day one. |
| Backups | Often unmonitored, with restores discovered to be broken during an incident. | Microsoft 365 backup included, monitored daily and restore-tested. |
| Response | Queued behind whoever raised a purchase order first. | Contracted SLA: 15-minute response on critical incidents. |
| Priority | Strictly best effort — worked around managed clients' tickets, even in an emergency. | Guaranteed response windows in the agreement; after-hours critical support available from $295 per hour. |
| Cyber insurance | Questionnaires are hard to answer honestly; claims can be declined for poor hygiene. | MFA, EDR, tested backups and Essential Eight alignment are already in place and evidenced. |
| Documentation | Lives in the head of whichever technician attended. | Fully documented environment, asset register and licence register. |
| Strategy | No roadmap. Hardware fails, then you find the budget. | IT governance, lifecycle budget and quarterly reviews on Gold. |
| Downtime | You wear the lost productivity and pay for the repair. | Prevention is our cost, not yours. |
Break/fix is always best effort — even in an emergency
Here is the part most providers don't say out loud: break/fix tickets are always worked on a best-effort basis. Contracted managed services clients hold guaranteed service levels, so their tickets are responded to first — break/fix work is fitted in around them, and in busy periods that can mean waiting.
That applies even in emergency situations. If your server dies at 9am on a Tuesday, a break/fix request joins the queue behind every managed client's incident, with no contracted response time, no guaranteed engineer and no after-hours cover unless it is quoted and accepted at emergency rates. Managed Services clients never have that conversation — their response time is written into the agreement.
What it looks like for a 25-person business
$6,000+ per month
A typical 25-user site generates around 35–40 support hours a month once you include outages, onboarding, patching, Microsoft 365 changes and printer or network faults. That is $5,775–$6,600 in labour alone, before licences, antivirus, backup or after-hours loadings.
$3,475 per month
Unlimited remote support, Microsoft 365 Business Premium licensing, SentinelOne, Guardz 24/7/365 MDR across servers, workstations and Microsoft 365, monitoring, patching, Microsoft 365 backup and reporting — all included, all fixed.
Two after-hours incidents or one ransomware clean-up on break/fix will typically cost more than a full year of the difference. Hourly work is still available for one-off projects and non-managed sites at our published rate of $165 per hour ex GST.
Industry specialties
We support businesses in every sector, with dedicated practices for two where generic IT does not cut it.
Mining & Resources
Site-to-shore connectivity, OT/SCADA segregation, ruggedised site networks, ROC support, FIFO onboarding and 24/7 monitoring for operations where downtime is measured in tonnes.
Local Government & Councils
ICT governance frameworks, risk registers, security audits and Essential Eight uplift, records compliance, business continuity and free public Wi-Fi across libraries and community facilities.
How to get support
We keep support simple. Choose the channel that suits your issue and our team will triage it during business hours.
Basic SLA
Clear response targets during Australian business hours. Resolution times depend on the complexity of the issue.
| Priority | Examples | Response |
|---|---|---|
| Critical | Complete outage, server down, no email | 15 minutes |
| High | Single user unable to work, printer fleet down | 1 hour |
| Standard | New user setup, software install, how-to questions | 4 hours |
| Low | Non-urgent requests, quotes, planning | Next business day |
Exact SLA terms are documented in your Managed Services agreement. After-hours critical support is available, starting at $295 per hour.
Ready to stop managing IT alone?
Book a free 30-minute review and we will show you exactly what Managed Services looks like for your business — no lock-in, no jargon.
1300 904 635 · hello@uitg.com.au · unicornitgroup.com