Managed IT Support — Australia & Pacific
Netcraft provides managed IT and infrastructure support to organisations across Australia and the Pacific. Some clients keep an internal helpdesk and want senior engineers behind it. Others hand over the whole IT function. We run both models, on the same tiers and the same 24×7 roster.
The helpdesks’ helpdesk
Your internal helpdesk keeps doing what it does well: fast, first-contact support from people who know the business. Behind it, our engineers take the escalations. We call it the helpdesks’ helpdesk.
The model exists because senior engineers are expensive to hire and hard to keep busy. Most organisations need deep Proxmox, PostgreSQL or BGP expertise a few times a year. That doesn’t justify a full-time hire, but going without it turns small outages into long ones. A Netcraft support contract puts senior engineers behind your team at a fixed cost, so the capability is there the day something breaks.
Fully managed IT
For organisations without an internal IT team, or ones that would rather not run one, Netcraft takes on the whole function: user support, servers, networks, backups, patching, monitoring and change management, delivered as a fixed-cost managed service. You deal with one provider, and the buck stops with our engineers rather than a chain of vendors.
Under either model the work covers Proxmox VE clusters (Netcraft is a Proxmox Silver Partner), Linux and Windows servers, PostgreSQL, Veeam backup environments, and Cisco, Juniper and MikroTik networks. We have supported production infrastructure since 1995, and a fair amount of what we look after runs in places where the nearest replacement part is a flight away.
Support runs 24×7 on an on-call roster shared between our Adelaide head office and our branch in Suva, Fiji. Active contracts get a phone number answered around the clock by an engineer on that roster.
Four tiers, applied per system
You choose a tier per system rather than signing one blanket agreement — a production cluster on Platinum while a dev box sits on Bronze. Each tier is cumulative, adding a service on top of the tier below it:
| Services | Description |  Monitor |  Patch |  Configure |  Break Fix |  Change |
|---|---|---|---|---|---|---|
| Bronze | Peace of mind in knowing that your network is being watched by the industry’s best | ✓ | ||||
| Silver | Ensure that your systems are secure and performing the way they were designed to | ✓ | ✓ | |||
| Gold | Focus on your business and let us worry about your systems | ✓ | ✓ | ✓ | ✓ | |
| Platinum | Complete advanced support for your critical business systems | ✓ | ✓ | ✓ | ✓ | ✓ |
Tell us what you run and we’ll put together a tier mix to match. When a system’s importance changes, its tier can change with it.
Frequently Asked Questions
›What is the “helpdesks’ helpdesk” model?
Your internal IT team handles fast, business-context level-1 support; we provide the level-2 and level-3 specialists behind them. You keep customer-facing responsiveness while we provide deep expertise without you having to hire (and underutilise) senior engineers.
›Do we need to replace our internal helpdesk to use you?
No — keeping it is the point of the helpdesks’ helpdesk model. Level 1 stays in-house, where the business context lives. We take the level-2 and level-3 escalations behind it, and your users keep talking to people they know.
›Can you manage all of our IT, not just the escalations?
Yes. For organisations without an internal IT team we manage the whole environment: user support, servers, networks, backups, patching and change management. The same per-system tiers apply, covered by the same 24×7 roster.
›What support tiers do you offer?
Four tiers: Bronze (monitor only), Silver (monitor + patch), Gold (monitor, patch, configure, break-fix) and Platinum (everything plus change management). Each tier can be applied selectively per system so you pay for the right cover on the right asset.
›What platforms and vendors do you support?
Proxmox VE (Netcraft is a Proxmox Silver Partner), Linux and Windows servers, PostgreSQL, Veeam backup environments, and network equipment from Cisco, Juniper and MikroTik. Thirty years of service-provider work has left few surprises, so if you run something unusual, ask.
›Do you provide 24×7 support?
Yes. Our engineers are on-hand 24×7 from our Adelaide head office and Fiji branch, with phone +61 8 8133 3333 covered around the clock for active support contracts.
›Where is your support team based?
Our primary support team is in Mawson Lakes, Adelaide (South Australia), with a Pacific branch in Suva, Fiji. Both offices share a 24×7 on-call roster.
›Can you support infrastructure in Papua New Guinea or the Solomon Islands?
Yes. Pacific clients are supported remotely from Suva and Adelaide, and we fly engineers in when the work needs hands on hardware. We already deliver support this way in PNG and the Solomon Islands.