Common questions about our managed IT services, pricing, and support.
Scribe IT is a Queensland-based managed IT services provider, part of the Scribe Studio family. We offer proactive IT support, cybersecurity, cloud services, and IT strategy for small and medium businesses across Queensland. Our focus is on preventing problems before they impact your business, with transparent pricing and local support.
We proudly serve businesses across Queensland with a focus on Brisbane, Gold Coast, Sunshine Coast, Toowoomba, and regional areas. Most of our services can be delivered remotely, with onsite support available when needed. We can work with clients anywhere in Queensland.
We focus on three things: clarity (transparent pricing and communication), reliability (proactive monitoring that prevents issues), and security (built-in protection at every layer). Unlike break-fix IT providers, we monitor your systems 24/7 and fix problems before your staff notice them. We're also part of the Scribe Studio family, which means we have deep software development expertise when you need custom solutions.
Each plan includes comprehensive IT support, monitoring, security, backups, and support hours as specified. The per-seat model covers all IT needs for each user, including their workstation, email, Microsoft 365 access, security, and support. Server infrastructure, networking equipment, and devices are typically covered under the plan or charged separately depending on your environment.
No hidden fees. Our pricing is transparent and predictable. The per-seat monthly fee covers all standard services. Additional costs only apply for optional add-ons (like DRaaS, VoIP, extended support), onsite visits, major projects, hardware purchases, or third-party software licensing. We'll always discuss any additional costs before proceeding.
Yes, absolutely. You can upgrade or downgrade your plan at any time with 30 days notice. We'll help you transition smoothly and ensure you have the right level of support for your business needs. Many clients start with Essential or Pro Care and upgrade as their business grows.
Essential Care ($99/user/month): Business hours support, basic monitoring, endpoint security, and Microsoft 365 admin. Perfect for small teams who need reliable IT support during business hours.
Pro Care ($149/user/month): Everything in Essential plus advanced security, proactive RMM monitoring with automatic fixes, SLA guarantees (P1: 1hr, P2: 4hrs), security training, dark web monitoring, and quarterly reviews. Our most popular plan.
Elite Care ($199/user/month): Everything in Pro plus extended hours (7am-7pm), advanced endpoint protection (EDR/XDR), quarterly vCIO reviews, disaster recovery planning, compliance assistance, technology roadmapping, and unlimited support hours.
Response times vary by plan and priority:
Many issues are resolved automatically through our proactive monitoring before you even know there's a problem.
Yes, we provide onsite support when needed. Please call us for a tailored quote based on your location and the type of work required. Most issues can be resolved remotely, which is faster and more efficient, but we come onsite when hardware needs to be replaced, for complex network issues, or when you prefer face-to-face support.
Once you're a client, you can submit support requests via email (service@scribeit.com.au), phone (07 3184 6821), or through our ticketing portal. We recommend email or the portal for non-urgent issues, and phone for critical problems. You'll receive a ticket number for tracking.
Our free IT audit is a comprehensive review of your current IT infrastructure, security posture, backups, and network setup. We'll identify potential issues, security vulnerabilities, and areas for improvement. You'll receive a detailed report with our findings and recommendations. There's no obligation to proceed with our services.
Absolutely! We specialize in Microsoft 365 migrations and cloud transitions. Whether you're moving from on-premise servers to the cloud, upgrading from an older email system, or adopting Teams and SharePoint, we'll handle the planning, execution, and post-migration support to ensure a smooth transition with minimal downtime.
All plans include layered security:
Pro and Elite plans add dark web monitoring, security awareness training, advanced endpoint protection (EDR/XDR), and vulnerability scanning.
All plans include Microsoft 365 backups (Exchange, OneDrive, SharePoint). Essential Care includes 365 backups only. Pro Care adds workstation and cloud backups. Elite Care includes comprehensive disaster recovery planning and faster recovery options.
We use reliable cloud backup solutions with multiple layers of redundancy. Backup frequency varies by plan and data type, typically ranging from hourly to daily. We regularly test restores to ensure your data is recoverable.
While no system is 100% immune, our layered security approach significantly reduces risk. If an incident occurs, we'll immediately isolate affected systems, assess the damage, and restore from clean backups. Having current backups is crucial—which is why we prioritize backup monitoring and testing. Pro and Elite Care plans include advanced endpoint protection (EDR/XDR) that can often stop ransomware before it spreads.
Onboarding typically takes 2-4 weeks, depending on your infrastructure complexity. Week 1 involves discovery and documentation of your current environment. Week 2-3 includes deploying monitoring tools, configuring security, setting up backups, and testing systems. Week 4 is handoff and training. We work around your schedule to minimize disruption.
Yes, but we recommend a clean transition to avoid conflicts and confusion. We'll work with your current provider during the handover period, ensuring documentation is transferred and passwords are changed. A clean handoff period is typically 30 days, during which we'll complete onboarding and take over full responsibility.
During the onboarding process, we'll need:
Don't worry if you don't have everything—we'll help document your environment as part of the discovery process.
Contact us for personalized answers and a free IT audit.