Frequently Asked Questions

An MSP is a company that proactively manages your IT infrastructure and end-user systems on a subscription basis. Instead of calling a break-fix vendor when something breaks, an MSP monitors, maintains, and secures your environment continuously—often at a predictable monthly cost per user or device.

An in-house hire covers one skill set and one schedule. CyberByte provides a team with breadth across security, cloud, networking, and support—with 24/7 monitoring, documented processes, and backup coverage when individuals are unavailable. For most Australian and New Zealand SMBs, this delivers broader expertise at a lower total cost than building an internal department.

We work best with organisations from 1 to 250 employees across Australia and New Zealand. For solo operators or very small teams, we will be honest about fit. Above 250, we often recommend a co-managed model where we partner with your internal IT team.

Yes. CyberByte Technologies is 100% locally owned and operated. We support clients across Australia and New Zealand with help desk coverage aligned to AEST/AEDT business hours and 24/7 monitoring for critical alerts.

Our managed IT plans typically include 24/7 monitoring, remote help desk support, endpoint management, patch management, vendor liaison, and monthly reporting. Specific inclusions depend on your plan tier and environment. We document scope clearly before onboarding so there are no surprises.

Yes. Co-managed IT is ideal when you have an internal IT lead or small team but need supplemental expertise for security, after-hours coverage, projects, or leave coverage. We integrate with your existing tools and processes rather than replacing your team.

Absolutely. Microsoft-centric environments are a core competency. We handle tenant security baselines, licensing optimisation, Entra ID policies, Teams/SharePoint governance, and Azure infrastructure where applicable—common stacks for Australian professional services, healthcare, and finance firms.

Yes. Secure remote access, endpoint management, MFA, and Microsoft 365 collaboration are designed for distributed workforces—whether your team is split across Melbourne and Brisbane, or Australia and New Zealand.

We use a layered approach: endpoint detection and response (EDR), email filtering, security awareness training, least-privilege access, immutable backups, and network segmentation where appropriate. No single control stops every attack, but combined layers significantly reduce risk and improve recovery options.

Yes. We assess your current maturity against the Australian Cyber Security Centre Essential Eight and prioritise practical uplifts—application control, patching, MFA, backups, and related controls—based on your risk, budget, and operational constraints. We focus on measurable improvement, not paper-only compliance.

We help you implement and document technical and operational controls that support Privacy Act 1988 (Australian Privacy Principles) and NZ Privacy Act 2020 expectations—access control, encryption, logging, breach response readiness, and staff awareness. We are not a law firm; for legal advice on privacy compliance you should consult qualified counsel.

Security incidents are triaged immediately—typically within 15 minutes for critical alerts. We contain the threat, preserve evidence, communicate status to your designated contacts, and guide recovery. Post-incident, we deliver a summary and recommendations to prevent recurrence. Where a notifiable data breach may apply, we support technical investigation while you follow your legal and regulatory obligations.

Onboarding typically takes 2–4 weeks depending on environment complexity. We start with discovery and documentation, deploy monitoring agents, standardise configurations, address critical security gaps, and transition support to our help desk. You receive a dedicated onboarding manager throughout the process.

We plan transitions to minimise disruption. Most agent deployments and configuration changes happen in the background. Any maintenance requiring downtime is scheduled in advance with your approval—often outside core AEST business hours. Our goal is a seamless handover from your previous provider or internal setup.

Yes. We regularly migrate clients from break-fix vendors or underperforming MSPs. We request documentation and access from the outgoing provider, rebuild missing documentation where needed, and only cut over support once monitoring and critical controls are in place.

Most clients are on per-user or per-device monthly plans with tiered service levels, quoted in Australian dollars (AUD). Pricing depends on user count, security requirements, compliance needs, and whether you need add-ons like vCIO or advanced security. We provide a transparent quote after an initial assessment—no hidden fees. GST is applied as required.

We offer month-to-month agreements after an initial 12-month term for new clients. The initial term allows us to invest properly in onboarding and stabilisation. Renewal terms are flexible, and we earn retention through service quality—not lock-in.

Yes. We serve organisations across Australia and New Zealand. Quotes are typically in AUD unless otherwise agreed; NZ clients can discuss NZD invoicing where specified in the customer agreement.

Help desk support is available Monday–Friday, 7 AM–7 PM AEST/AEDT, with 24/7 monitoring for critical alerts. Response targets: critical issues in 15 minutes, high priority within 1 hour, standard requests within 4 business hours. Premium tiers include after-hours support.

Clients can submit tickets via email or phone. Every request receives a ticket number for tracking. Urgent issues should be called in directly to ensure immediate triage. A client portal is planned for a future release.