The owner is the IT department
You reset passwords at 9pm and google why the printer dropped off the Wi-Fi. It works until the week you're flat out.
Managed IT support
IT support that's actually managed.
One person who runs your IT end to end — Microsoft 365, computers, phones, backups, security — fixes things the same day over a remote session, writes everything down, and bills one predictable amount each month.
Sound familiar?
When nobody actually owns the IT
The gear is usually fine. The trouble is that looking after it is nobody's job.
Put through to level one
The last IT company gave you a ticket number, a script and a promise to escalate — then a stranger asking you to explain your business from the start.
Nobody knows who has what password
The domain renewal goes to someone who left. The accounting login is on a sticky note. Nobody is sure who can get into the router.
A laptop dies with everything on it
Years of quotes, the only copy of a contract, the photos from a job. If "it's probably in the cloud" is the backup plan, it isn't a backup plan.
What's included
Everything a small team needs run
A standing arrangement, not a list of billable incidents — the day-to-day, and the things that stop it going wrong.
Helpdesk & same-day remote fixes
Call, email or raise a case in the portal. Most problems are fixed the same day over a secure remote session, by the same person every time.
Microsoft 365, managed
Licences right-sized, SharePoint and Teams structured so people can find things, email set up so invoices land in inboxes, and a weekly activity and sign-in report.
Security baseline
MFA on every account, an independent backup of email and files that's actually been restored from, and email protection against fake-invoice scams.
Devices & hardware
Laptops, phones, printers, Wi-Fi — the office and the site shed. Supplied, set up, managed through Intune for their working life, and retired before they become the problem.
Staff on and off
New starters get a working login, email, files and laptop on day one. Leavers lose access the day they go, mail and files kept — both from a written checklist.
Monthly report & portal
A plain-English report each month: what was done, and the hours delivered against your fee. In between, every case is visible in Tidedesk, the customer portal.
How it works
From "who looks after this?" to handled
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01
Chat
Fifteen minutes on the phone about what you've got, what's annoying you and what you pay now. You get a straight recommendation and a price either way.
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02
Tidy up
An audit of your Microsoft 365 tenant, devices and accounts. Urgent fixes first — MFA, backups, old access — then every password, configuration and vendor detail written into documentation you own.
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03
Stay covered
One number, one monthly fee, one person who knows your setup. Month to month, no lock-in, and a report each month showing where the time went.
What it costs
Three plans, one invoice
Prices are what you pay — Tidewire isn't registered for GST, so none is added. Licences and hardware are billed at cost on top.
Essentials
$600 a month · up to 5 users
The day-to-day, done properly: your Microsoft 365 tenant administered, a helpdesk for the whole team, and the security basics. Each extra person is $120 a month.
- Microsoft 365 administration
- Helpdesk with same-day remote fixes
- Security baseline: MFA, backup, email protection
- Monthly report and portal access
Secure
$900 a month
Essentials plus the full security and compliance tier — the set-up a client, an insurer or an auditor will ask about.
- Everything in Essentials
- Managed password manager and Conditional Access
- Intune device management
- Phishing-awareness session and quarterly security report
Complete
From $1,200 a month
For teams that want the hardware handled too, and someone keeping an eye on how the business uses AI.
- Everything in Secure
- Managed devices: supplied, set up, retired
- Monthly AI check-in
- Priced on your head count and devices
Mostly fine and just want a fast response when something breaks? A lighter retainer from $150 a month keeps your tenant managed, with support drawn from prepaid hours at $100 an hour. Anything outside a plan is $100 an hour, quoted first.
If you're not happy in the first 90 days, every monthly fee you've paid comes back — set-up fees and advertising spend excepted. Compare every plan on the pricing page →
Why Tidewire
Why one person beats a helpdesk
A helpdesk is built to close tickets. One person running your IT is built for fewer tickets — the same person set it up, documented it and answers when it breaks.
- You talk to the fixerNo queue, no account manager, no "level one". The person who answers is the person who fixes it.
- Documented, and owned by youPasswords in a vault you can take with you, configurations and vendor details written down. Nothing lives only in someone's head.
- Admin access you can see and revokeYour Microsoft 365 tenant is administered through Microsoft Partner Center with delegated access — visible in your own admin centre and removable whenever you choose.
- Remote-first, Australia-wideBased in Melbourne's east, clients in Melbourne and Sydney. Remote sessions beat a site visit on speed, and no call-out fee pads the bill.
Who it's for
Built for teams of two to twenty
Big enough that IT problems cost money, small enough that a full-time IT person makes no sense.
Trades & construction
Quotes, invoices and job software working from the ute and the site office.
Allied health
Practice software, telehealth and client records handled with the care the law expects.
NDIS providers
Mobile teams, participant information and the policies an audit will ask to see.
Melbourne businesses
Remote-first from the eastern suburbs, with a visit planned when hands are needed.
FAQ
Fair questions
What's the difference between Essentials, Secure and Complete?
Essentials is the day-to-day: helpdesk, Microsoft 365 administration and the security baseline (MFA, backups, email protection). Secure adds the full security and compliance tier — managed password manager, Conditional Access, Intune device management, a phishing-awareness session and a quarterly security report. Complete adds managed devices and monthly AI check-ins on top.
What counts as a user?
A person with their own Microsoft 365 login whose computer, phone and questions we look after. Shared mailboxes, meeting-room accounts and the info@ address don't count. Essentials covers up to five people and each extra person is $120 a month; for Secure and Complete we confirm the head count and the price before anything starts.
Do you come on site?
Support is remote-first because it's faster: most fixes happen the same day over a secure remote session while you keep working. When something genuinely needs hands — a new office, a batch of laptops, a Wi-Fi rebuild — it's planned and quoted as a visit, not a surprise call-out fee.
How does switching from our current IT provider work?
We handle the handover so you're not stuck in the middle: admin access to your Microsoft 365 tenant and domain, passwords and vendor logins, any devices they manage. Everything is documented as it arrives, urgent gaps fixed first, and the old provider's access removed once ours is confirmed. Email and files keep working throughout.
Do we need to be on Microsoft 365?
No, but it's where we do our best work, and most small businesses end up there. If you're on Google Workspace, an old mail server or ISP mailboxes, we can support what you have and quote a migration as a fixed project if you want to move.
What's not included?
Microsoft licences, hardware and third-party subscriptions are billed at cost on top. Projects — office moves, migrations, a new phone system — are quoted before any work starts. Anything outside your plan is $100 an hour, and you'll always know before the clock starts. See everything else we do.
Make IT somebody's job
The first chat is free, takes 15 minutes and ends with a straight answer either way.
Book a free 15-minute chator call 0439 649 099 · email hello@tidewire.com.au