Our Australian Service Desk handles your team's day-to-day in business hours. Our NOC watches your servers, network and backups 24/7. Same team, same Melbourne office, same accountability.
Most "managed IT support" you'll see advertised collapses these two functions together. They shouldn't be. One is your team raising tickets when something stops working. The other is engineers watching infrastructure so most of those tickets never need to be raised.
Where your team reaches us when something breaks, slows down, or needs to change. Tickets are triaged against your SLA the moment they arrive. Critical hits the top of the queue, Low waits its turn. No scripts, no offshore, just engineers who already know your environment.
Where we watch your infrastructure when no one is at the desk. Server health, network availability, backups and patching status, all streaming into our NOC console. Self-healing automation handles the common stuff. Anything that needs human eyes gets an engineer on the phone.
Every ticket is triaged into one of five priority levels at the moment it arrives. Response and resolution clocks start counting against the targets below, in business hours.
| Priority | First Response | Resolution Target | Coverage |
|---|---|---|---|
| Critical | 1 hour | 4 hours | Business hours |
| High | 2 hours | 8 hours | Business hours |
| Medium | 4 hours | 16 hours | Business hours |
| Low | 8 hours | 18 hours | Business hours |
| Very Low | 16 hours | 24 hours | Business hours |
| Default (unset) | 8 hours | 18 hours | Business hours |
Business hours = 8:30am–5:30pm AEST/AEDT, Monday to Friday, excluding Victorian public holidays. After-hours Severity-1 alerts route to our 24/7 on-call rotation.
The SLAs above are our gold standard and they suit the vast majority of our clients. If your business has operational requirements that warrant a different scope, we build extended SLA arrangements as a bespoke engagement. Talk to sales about your environment.
No phone menus, no scripts, no offshore handoff. Same engineer with you from the first message to the close-out survey.
Email support@synfo.com.au, call 1300 079 636, right-click the synfo agent in your tray, or use the Client Portal. Include screenshots, contact number and site location if you have them.
The ticket auto-generates and you receive a confirmation. Our triage engineer assigns priority based on severity and business impact, then routes to the right person.
A named engineer picks it up. They may call to clarify, remote into your machine, or dispatch to your site. You stay on the same ticket the whole way through.
Issue fixed, ticket closed, confirmation emailed. You'll get a one-click CSAT rating. Tell us if anything wasn't right. We read every response.
Every channel lands in the same Autotask queue. No matter how you reach us, your ticket gets the same SLA treatment and the same engineer eyes.
Auto-generates a ticket. Include screenshots and best contact number.
For urgent matters. A real engineer picks up. No IVR maze.
Right-click → Request Support. Sends device context with the ticket automatically.
Live signals streaming into the NOC console at all times. Most common alerts resolve through self-healing automation. Anything that needs human eyes gets a phone call to an on-call engineer.
ITIL is the global IT service management framework that enterprise teams already speak. We've structured our Service Desk, NOC and reporting around it, so the language we use, the way we triage tickets, and the metrics we report all line up with how your auditors, your board, and your insurance providers already think about IT.
The day-to-day. The processes that keep your team productive: event monitoring through the NOC, incident handling on the service desk, root-cause work on chronic issues, and request fulfilment for standard asks.
The "do it once, do it right" layer. SLAs are written, capacity is planned, availability is engineered, suppliers are tracked. The work that determines whether the day-to-day ever falls over.
How we move anything into your environment without breaking what already works. Every change peer-reviewed, every release tracked, every config documented, every learning captured in the knowledge base for the next ticket.
The promises in this section are the ones our clients quote back to us when they refer business. They're built into the agreement, not bolted on after.
Every voice on the phone, every email and every ticket update comes from someone based in Australia. No offshore tier-one queue. No timezone gymnastics.
Your environment is documented in IT Glue in real time. Topology, credentials, run-books, vendor contacts. When the engineer picks up, they're already across your stack.
Our engineers are trained against the ACSC Essential Eight maturity model. Patching, application control, MFA, backup integrity. All measurable, all reportable.
Our processes (access control, change management, incident handling, supplier security) are aligned with ISO 27001. Useful for regulated industries who need a paper trail.
Every change gets logged, peer-reviewed and (where it matters) approved by you first. Audit trail comes for free with every ticket.
Tickets, documentation and monitoring data live on Australian-hosted Autotask and IT Glue tenancies. No US, no EU.
The same ticket queue that fixes a printer issue this morning escalates a ransomware indicator to the SOC tonight, and feeds the vCIO's quarterly business review the day after. One PSA, one team, one source of truth.
Standard, Premium and Enterprise tiers that bundle the Service Desk & NOC with the rest of our managed stack at one fixed monthly fee.
See the plansWhen the NOC sees something suspicious, it hands off to the SOC. 24/7 SIEM ingestion, triage and incident response sit one tier above the Service Desk.
SOC overviewGeo-redundant backups for Microsoft 365, servers and endpoints. Verified daily by the NOC, restore-tested quarterly with you in the room.
Backup overviewService Desk data feeds the quarterly business review: ticket trends, SLA performance, security posture, the projects worth doing next.
vCIO overviewTwo of the four testimonials on our homepage are specifically about service responsiveness and knowledge. Here they are again, in case you missed them.
Our experience with synfo, as MEDirect's chosen managed services IT provider, has been extremely positive. The team consistently delivers services that exceed our expectations. They are more than just problem solvers; they are attentive partners who really listen.
synfo has been our trusted IT partner for many years. Their team is knowledgeable, responsive, and always on top of the latest technology trends. They've significantly improved our operational efficiency and provided us with robust security solutions.
Most clients move to us during a contract gap or an incident. We make the first 90 days easy: assess your environment, fix the immediate pain, and prove the SLA. If you're not happy, walk away.
Manage your tickets, view reports and access your IT documentation, all in one place.
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