Question 1

What are managed IT services?

Accepted Answer

Managed IT services means an external provider takes ongoing responsibility for running and protecting your technology environment under an agreed scope, instead of being called only when something breaks. In practice that covers monitoring of devices and servers, patching and maintenance, helpdesk support for staff, Microsoft 365 administration, security controls, backup management, documentation and technology planning. The purpose is to prevent problems and keep the environment consistent as the business changes, so you have a defined support process and a partner who understands your systems rather than paying by the hour after an issue has already interrupted work.

Question 2

What does a Managed Service Provider do?

Accepted Answer

A Managed Service Provider, or MSP, acts as the technology function for organisations that do not have a full internal IT department. Day to day that means answering user requests, managing accounts and devices, keeping systems patched and monitored, administering Microsoft 365, maintaining security controls, managing backups, coordinating vendors such as internet and software suppliers, documenting the environment and advising on technology decisions. A good MSP also plans ahead, flagging renewals, capacity limits and risks before they turn into interruptions.

Question 3

How much do managed IT services cost in Canberra?

Accepted Answer

Pricing depends on the environment rather than a single published rate. The main factors are the number of users, the number of devices, how many locations need support, your Microsoft licensing and how it is configured, the level of cyber security required, backup and retention requirements, any servers or specialised infrastructure, the support coverage you expect and the overall service scope. A ten person consultancy running entirely in Microsoft 365 looks very different to an eighty person business with servers, multiple sites and regular onsite work. We review your environment and provide a written proposal so the inclusions are clear. Request a tailored quote and we will scope it against your actual setup.

Question 4

Do you provide onsite IT support in Canberra?

Accepted Answer

Yes. Most day to day issues are resolved remotely because that is faster for staff, but some work genuinely requires someone in the room. That includes hardware faults, cabling and network equipment, new office fitouts, printer and meeting room technology, server work and relocations. Onsite IT support is available across Canberra and surrounding business districts, either as planned visits for projects and reviews or in response to an issue that cannot be resolved remotely.

Question 5

Do you support small businesses?

Accepted Answer

Yes. Smaller teams often benefit the most from managed support because they have no internal IT function and cannot absorb downtime. The scope is matched to the size of the environment: Microsoft 365 management, device monitoring and patching, security baselines, backup and helpdesk support for staff. The intent is to give a small business the same fundamentals a larger organisation expects, without unnecessary complexity or tooling it will never use.

Question 6

Can you completely manage our Microsoft 365 environment?

Accepted Answer

Yes. We can administer Microsoft 365 across identity, email, collaboration, security and device management. That includes Exchange Online, Teams, SharePoint and OneDrive, Microsoft Entra ID, multi-factor authentication, Conditional Access where licensing supports it, Microsoft Intune for device management and Microsoft Defender protections included in your plan. We also handle the routine work that is easy to neglect: creating and removing accounts properly, managing shared mailboxes and groups, reviewing licence allocation and keeping settings aligned as Microsoft changes defaults.

Question 7

Do you provide Microsoft 365 Business Premium?

Accepted Answer

We work with Microsoft 365 Business Premium environments regularly and can help you deploy, configure and get value from the additional security and device management features it includes, such as Intune policies, Conditional Access and Defender protections. Where licences are purchased directly from Microsoft or an existing supplier, we can still administer and support the tenant. If you would like us to review your current licensing and advise on the most suitable plan mix, we can do that as part of a Microsoft 365 review.

Question 8

Can you manage our cyber security?

Accepted Answer

Yes, and we treat security as part of everyday IT operations rather than a separate product. Managed security covers identity protection and multi-factor authentication, email filtering and phishing resistance, endpoint protection and monitoring, patch management, administrative access control, security awareness for staff, backup as a recovery control and periodic risk review with practical recommendations. For businesses working toward frameworks such as the Essential Eight, we can map current state and prioritise improvements in a realistic order.

Question 9

Can you manage our backups?

Accepted Answer

Yes. We take responsibility for what is protected, how often, how long it is retained and whether recovery actually works. That includes Microsoft 365 data such as Exchange Online, SharePoint, OneDrive and Teams, endpoint and server backup where relevant, and copies held separately from the production environment. We apply a 3-2-1 approach where practical, monitor job results and carry out recovery testing so you have evidence of restore times rather than assumptions.

Question 10

Can you take over from another IT company?

Accepted Answer

Yes, and it is a common starting point. Transitions work best when they are staged. We begin by documenting the environment, then collect administrative credentials, Microsoft tenant ownership, domain and DNS control, licence agreements, vendor contacts and details of existing monitoring, security and backup tooling. Our management tools are deployed in parallel and verified before support intake moves across. Where the outgoing provider is cooperative the handover is straightforward, and where it is not, the required access can usually be rebuilt.

Question 11

Can you work with our internal IT person?

Accepted Answer

Yes. Many organisations have one capable internal person who is stretched across support, projects and vendor management. We can take specific responsibilities such as monitoring, patching, security, backup or after hours escalation, or provide project capacity for cloud migrations and infrastructure work. The internal person keeps ownership of business systems and priorities while gaining a team behind them.

Question 12

Do you support businesses with multiple locations?

Accepted Answer

Yes. Multi-site businesses need consistency above all else: the same device build, the same identity and security controls, the same support process and shared documentation, so a problem in one office is handled the same way as in another. AA Network Technologies supports organisations operating across Canberra, Sydney CBD and Parramatta, including hybrid and remote staff and connectivity between sites.

Question 13

What happens when we hire a new employee?

Accepted Answer

Onboarding should be a documented, repeatable process. We create the user account in Microsoft Entra ID, assign the appropriate licence, configure the mailbox and any shared mailbox or group access, enrol multi-factor authentication, prepare and configure the device with your standard build and applications, apply security and compliance policies, grant access to business applications and shared files based on the role, and confirm the person can sign in and work on their first day. Doing this consistently avoids the access gaps and licence waste that build up when accounts are created ad hoc.

Question 14

What happens when an employee leaves?

Accepted Answer

Offboarding matters as much as onboarding, because dormant accounts are a common security weakness. We disable the account, revoke active sessions and tokens so existing sign-ins stop working, reset credentials, handle mailbox arrangements such as conversion to a shared mailbox or delegated access for a manager, deal with OneDrive and file ownership so business data is retained, remove or wipe company access on devices, remove application and third party access, and review the licence so it can be reassigned rather than paid for indefinitely.

Question 15

What Canberra areas do you support?

Accepted Answer

We support businesses across Canberra and the ACT, including Canberra City and Civic, Braddon, Barton, Kingston, Griffith, Deakin, Fyshwick, Woden and Phillip, Wright and the wider Molonglo Valley, Weston Creek, Belconnen, Gungahlin, Mitchell, Tuggeranong, Hume and nearby Queanbeyan. These are service areas rather than separate offices. Our Canberra business address is 26 Peter Cullen Way, Wright ACT 2611.

Question 16

Can you help with office relocations?

Accepted Answer

Yes. An office move touches internet services, cabling, network hardware, Wi-Fi coverage, printers, phones and every workstation. We map what needs to move, arrange connectivity early because lead times are usually the critical path, prepare network and Wi-Fi for the new floor plan, coordinate the physical relocation of equipment and test that staff can sign in and work from day one. We also coordinate with building management and other trades so the technology work fits the wider move schedule.

Question 17

Can you help improve our Microsoft 365 security?

Accepted Answer

Yes. A Microsoft 365 security review typically looks at multi-factor authentication coverage, legacy authentication, the number and protection of administrative accounts, Conditional Access policies where licensed, external sharing settings in SharePoint and OneDrive, mailbox auditing and forwarding rules, device compliance and enrolment, and the Defender features already included in your plan. We present findings in plain language and prioritise the changes that reduce the most risk with the least disruption to staff.

Question 18

How do we get started?

Accepted Answer

Start with a conversation. Tell us about your business, how many people you have, what systems you rely on and what is currently frustrating you. From there we carry out an IT environment review covering Microsoft 365, security, user access, devices, backup, networking, support arrangements and documentation, then provide a written proposal describing scope, inclusions and the transition plan. You can call us on +61 2 8094 1295, email info@aanetwork.com.au or send the enquiry form on this page.

Managed IT Services & IT Support in Canberra

AA Network Technologies Canberra

IT support built around your business, not just your devices.

Complete managed IT support for Canberra SMEs.