Who this service is for
For Australian organisations with distributed IT teams, cross-border systems or 24/7 support requirements. Our dedicated technical support capability in Cebu, Philippines works with Australian client management and China-based engineering.
24/7 support services
- 24/7 Service Desk
- L1 / L2 Technical Support
- Incident Management
- User & Access Support
- Microsoft 365 / Cloud Support
- Network & Infrastructure Support
- Endpoint Support
- Monitoring & Alert Response
- Backup & Recovery Support
- Security Incident Escalation
- Vendor Coordination
How we approach the work
- Agree service coverage, responsibilities and escalation paths with Australian client management.
- Coordinate China-based engineering for implementation, specialist technical work and China supplier support.
- Provide Philippines-based helpdesk, L1/L2 support, monitoring and incident management across time zones.
Deliverables we can agree with you
- An agreed service scope and escalation model
- Incident handling and vendor coordination
- Monitoring, alert response and ongoing operational support
Exact deliverables, scope, timing and support arrangements are agreed around your environment, requirements and available information.
Frequently asked questions
How do your three-country teams work together?
Australia leads governance, client management, architecture and escalation. China provides engineering, implementation and supplier support. The Philippines delivers 24/7 helpdesk, L1/L2 support, monitoring and technical operations.
Is annual support available?
Annual support and ongoing optimisation can be included in the agreed service scope.