Frequently Asked Questions

Who is Synergise IT?

Synergise IT is a leading Sydney-based IT solutions provider, established in 1992. We deliver comprehensive managed IT services specifically designed for small and medium-sized enterprises, with over 30 years of experience in providing IT support, cloud computing, cybersecurity, and infrastructure administration.

Where is Synergise IT’s support team based?

Our support team is based in Australia, ensuring local expertise and timely responses for businesses in Sydney and surrounding areas. We never outsource to overseas call centers.

What makes Synergise IT different from other IT providers?

• 30+ years of proven experience since 1992
• 100% Australian-based support team
• Flexible and Tailored Pricing
• Professional, personal service
• 24/7 support
• Direct access to support team

What types of businesses does Synergise IT support?

We support a wide range of industries, including:

• Real Estate
• Hospitality
• Motoring
• Healthcare
• Legal
• Finance
• Education
• Retail
• Professional Services
• Manufacturing Each solution is tailored to fit your specific industry
  requirements and business needs.

What is included in your managed IT services?

Our comprehensive managed IT services include:

• 24/7 proactive monitoring
• Network management and optimization
• Data backup and recovery
• Cybersecurity protection
• Help desk support
• IT strategy consultation
• Software updates and patch management
• Hardware maintenance and support
• Cloud services management

Do you offer different levels of IT support packages?

Yes, we offer flexible IT support packages:

• Entry Level: 24/7 monitoring and remote support
• Proactive Support: Comprehensive monitoring with preventive maintenance
• Complete Business IT: Full end-to-end managed services
• Pre-paid Hours: Flexible support hours for project work

What areas do you service?

We provide both remote and onsite support across:

• Sydney CBD
• Greater Sydney Metropolitan area
• Regional NSW (remote support)
• National coverage for multi-location businesses

What hardware and software platforms do you support?

We support a comprehensive range of systems including:

• Operating Systems: Windows, macOS, Linux
• Cloud Platforms: Microsoft 365, Azure, AWS, Google Workspace
• Network Infrastructure: Cisco, HP, Dell, Ubiquiti
• Security Solutions: SonicWall, Fortinet, Sophos, Microsoft Security
• Business Applications: Various industry-specific software

How do you handle cybersecurity?

Our multi-layered security approach includes:

• 24/7 threat monitoring and response
• Advanced firewall protection
• Email security and spam filtering
• Endpoint protection
• Regular security audits
• Employee security training
• Compliance management
• Incident response planning

What are your disaster recovery capabilities?

We provide comprehensive disaster recovery solutions:

• Real-time data backup
• Multiple backup locations
• Regular recovery testing
• Business continuity planning
• Fast recovery time objectives (RTO)
• Minimal data loss objectives (RPO)

What are your support hours and response times?

• 24/7 monitoring and critical support
• Business hours: 8:30am-5:30pm Monday to Friday
• After-hours emergency support available
• Average response time: 9.5 minutes
• Critical issues: Immediate response
• Standard issues: Within 2 hours
• Non-urgent requests: Same business day

How do I get support when needed?

Multiple support channels available:

• Phone support: 1300 114 224 The person answering the call will start helping you immediately.
• Email support
• Client portal
• Remote assistance
• Onsite support when required

How is your service priced?

We offer transparent pricing models:

• Fixed monthly fees for managed services
• Pre-paid support hours
• Project-based pricing
• Customised solutions based on business size and needs All pricing includes regular service reviews and technology planning.

What are the contract terms?

• Flexible contract options available
• Monthly, annual, or custom terms
• Easy upgrade/downgrade options
• Clear service level agreements (SLAs)

How do I get started with Synergise IT?

• Initial consultation to understand your needs
• Technical assessment of your current environment
• Customised solution proposal
• Service agreement and onboarding
• Seamless transition to ongoing support

 What is your onboarding process?

• Comprehensive system audit
• Documentation of your IT environment
• Setup of monitoring and management tools
• User training and orientation
• Handover from current provider if applicable
• Regular review meetings during transition

Do you provide training for our staff?

Yes, we offer:

• New system training
• Security awareness education
• Best practice workshops
• Regular updates on new features
• Custom training programs

How do you stay current with technology?

• Regular team certification updates
• Partnerships with leading vendors
• Continuous professional development
• Industry conference participation
• Regular technology reviews and updates

Can you help with IT strategy and planning?

Yes, we provide:

• Technology roadmap development
• Budget planning and forecasting
• Regular strategy reviews
• Innovation recommendations
• Digital transformation guidance

How do you measure and report on service quality?

We provide:

• Monthly service reports
• Performance metrics
• System health updates
• Security status reports
• Regular review meetings
• Continuous improvement recommendations