Prepaid IT support
Prepaid IT support in blocks of hours
For businesses that need help now and then, or have their own IT person and want a team behind them. Buy a block of hours up front, use it for support or small jobs, and see every hour logged against a ticket.
- 25secAverage wait to reach our service desk
- 98.3%Customer satisfaction on closed tickets
- 100%Engineers based in Australia
- 30+People in our Subiaco office
Trusted by businesses across WA
01Who it suits
When a block of hours makes more sense than a plan
Prepaid hours work best when the need is real but not constant.
Your IT person needs a backup
Leave, sick days and busy months, or jobs outside what they usually handle.
Your IT needs are light
A small team with a few requests a month that does not want a monthly commitment yet.
You are on a plan with set hours
Austin Monitoring and Austin Essentials include a set number of support hours. A block tops them up when a month runs over.
You have a short job to do
A new starter, an office move, a printer rollout or a Microsoft 365 change.
Calling most weeks? A monthly plan usually costs less and prevents problems as well as fixing them.
See the IT support plans02How it works
Simple to buy, easy to track
No surprises: you agree the block up front and see where every hour goes.
- 01Quoted to fit
A technical consultant talks through what you expect to need and sends a price for the block in writing.
- 02Log a ticket or call
Call 1300 787 429, email or use the client portal. Your request goes to the same service desk our managed clients use.
- 03Every hour against a ticket
Time is recorded against each ticket, so you can see what was done and how long it took.
- 04Top up when you need to
Add another block when the balance runs down, or move to a plan if you are using hours every week.
Not sure a block of hours is right?
Tell us how you use IT today. A technical consultant will talk it through with you and send a fixed quote.
03Prepaid or a plan
Three ways to get support from us
Prices for the plans are per person per month, excluding GST.
A block of hours
- Pay up front, use as needed
- Support and small jobs
- Every hour logged against a ticket
SuitsOccasional needs, or backup for your own IT person
Austin Essentials
- 1 hour of remote support for every 5 people a month
- Service desk in business hours
- Named account manager
SuitsSmaller teams with steady needs, from 10 people
Austin Managed
- Unlimited remote support, fair use
- Users, devices, Microsoft 365, backups and vendors
- Account manager and service delivery manager
SuitsGrowing businesses that rely on IT every day
Every managed device runs our endpoint protection as a minimum.
Compare every plan04Recognised and certified
A top 50 MSP in Australia, three years running
Cloudtango named Austin Technology in its top 50 managed service providers in Australia in 2024, 2025 and 2026. We are also certified to ISO 27001 and ISO 9001, so the way we protect your data and run your service is checked by an independent auditor every year.
ISO 27001
Information securityOur information security management system covers how we handle client data, credentials and access to your systems, certified by Compass Assurance Services and audited every year.
How we protect your dataISO 9001
Quality managementSupport tickets, projects and onboarding follow documented processes, so you get the same standard of work whichever engineer picks up your job. Ask us for our certificates when you run a supplier review or tender.
05Questions
Prepaid support questions
What businesses ask us about prepaid hours. Anything else, call 1300 787 429.
01What can we use prepaid hours for?
Anything our service desk and engineers do: fixing problems, setting up new staff and devices, Microsoft 365 changes, small network jobs and short projects. Every hour is logged against a ticket, so you can see where it went.
02Do you come onsite?
Yes, across the Perth metro area. Most jobs are solved remotely and quickly, so onsite visits are booked when something needs hands on work.
03Is a block of hours cheaper than a monthly plan?
If you only need help now and then, often yes. Once you are calling most weeks, a plan usually works out better, because it also covers the monitoring, patching and security that stop problems happening. Our IT support plans start at $20 per person per month for monitoring and $45 for Austin Essentials, excluding GST, from 10 people.
04We have our own IT person. Can we use hours alongside them?
Yes. Many businesses use a block of hours as backup for leave, busy periods or jobs outside what your IT person usually handles. If you want a standing arrangement, co-managed IT sets out who does what.
05How big is a block and how is it priced?
Blocks are quoted to fit how much help you expect to need, and larger blocks cost less per hour. A technical consultant will talk it through with you and send the price in writing.
What our clients say
1,800+ reviews from the people who call our Perth service desk every day.
1,800+
25
60+
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“Turns every IT problem into a non-issue”
Arthur turns every IT problem into a non-issue and does it with real patience and professionalism. He explains things in a way that makes the process easy and always leaves us feeling supported. We appreciate the way he handles every request.
Bronte J.Indian Ocean Hotel
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“Patient, capable and a genuine listener”
The support was outstanding. Patient, capable and a genuine listener, which is rare in support calls. He took the time to understand the issue and work through it with care. You are fortunate to have him on your team and the level of service was impressive.
Peter MidgleyPowertech
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“Steady, thoughtful and stress free”
Jamie put in a great deal of effort to resolve the problem and it showed in the result. His approach was steady and thoughtful and the support was appreciated. It made the whole experience smooth and stress free.
Jason CavallaroCallidus Process Solutions
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“Resolved the issue within minutes”
The consultant knew exactly what to do and resolved the issue within minutes. He talked through each step so I understood what was happening and made the process simple. The clear communication and fast resolution made a real difference.
Kirk LentonPilbara Construction
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“The extra guidance made it more valuable”
Brady tracked down an email I could not locate and took the time to show us how to search more effectively in the future. The extra guidance was helpful and made the experience more valuable. His support was straightforward and appreciated.
Tony YoungOptimus Real Estate
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“Resolved quickly, with none of my work lost”
They resolved my issue quickly and efficiently, which meant I didn’t lose any of the work I had done today. The support was clear and straightforward, and the outcome made a real difference to my day. Thank you.
Warner PriestInterContinental Energy
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“Calm, patient and always willing to help”
Dev Sandhu is outstanding in his knowledge and support. He has a calm and patient way of working through any IT issue and is always willing to help at short notice. His positive attitude makes the whole experience easier and more reassuring. Thank you to Dev and the team at Austin for the consistent support.
Peter AlexanderKoch Solutions
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“Refreshing after two unreliable IT providers”
After dealing with two unreliable IT providers in recent years, it has been refreshing to place my trust in Greg and the team at Austin. They have been professional and highly competent, even under pressure. Their support has made a real difference. Thank you, and keep it up.
Mark HutchisonLifewood
06Get started
Help when you need it,
without a monthly plan.
Tell us how much help you expect to need. A technical consultant will talk it through with you and send the price for a block of hours in writing.
Or call 1300 787 429