Press & Media

Real Bytes in the press.

Real Bytes is run by engineers, not marketers. When vendors and industry publications want a technical view of how AI, cybersecurity and managed IT actually work inside an Australian MSP, they come to us. Every entry below links to the original coverage, on the publisher's site, so you read it at the source.

Real Bytes is a Brisbane-based Australian MSP and MSSP serving businesses across Australia. We run four practices, Managed IT Services (MSP), Cybersecurity Services (MSSP), Managed Intelligence (MIP, practical AI and automation with governance), and Technology Solutions (TSP, projects, OT, CCTV, cabling). Australian engineers in Brisbane and Melbourne, no offshore call centres. CyberCert Gold MSSP (SMB1001 Gold), Essential Eight alignment work, and SMB1001 and ISO 27001 alignment evidence for auditors and insurers.

Contact the team Build a media request 07 3114 2808

ConnectWise case study, 2026
Pax8 partner panel, 2026
Engineers on the record

Blake BathGeneral Manager
Philip VernerDirector
Mason WiseMSP Practice Lead
Mitchell MorganAutomation & Platform Lead

Talk to us

Want the technical view? Talk to an engineer.

Real Bytes is run by engineers, not a sales floor. For a feature, a quote, or a sanity check on a vendor claim, we will put you on the phone with someone who runs the stack. Ask for Blake Bath, General Manager.

Comment and quotes

On the record comment on managed IT, cyber security, AI adoption and operational technology in Australian business, from people who do the work.

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Featured coverage: ConnectWise vendor case study

How RealBytes accelerated ticket triage with ConnectWise AI Agents

ConnectWise profiled Real Bytes as an early Asia-Pacific adopter of ConnectWise AI Agents, deployed across our help desk, SOC, NOC and PSA boards. The case study reports faster ticket triage, more first-touch resolution at Tier 1, less time spent writing resolution notes, fewer missed calls, and quieter alert noise, without a dedicated dispatcher.

2,000

Tickets and alerts per month across help desk, SOC, NOC and practice management

ConnectWise, 2026

~5 min

Reported time to first touch, down from as long as one hour

ConnectWise, 2026

5-10 min

Reported time to prepare resolution notes, down from about 30 minutes

ConnectWise, 2026

The challenge
Real Bytes operates a fully remote help desk of five without a dedicated dispatcher. Three frontline technicians assessed and routed new requests, while senior staff reviewed tickets and high-volume SOC and NOC alert traffic. The team handles about 2,000 tickets and alerts in an average month. On a traditional help desk a Tier 1 technician could turn to a Tier 3 colleague for a quick answer; on a remote team that is much harder.
What was done
ConnectWise AI Agents were deployed across the help desk, SOC Services, NOC Services, PSA, and practice management boards. In PSA, the agents categorise and enrich tickets, use prior service context to suggest next steps, prioritise alerts, and draft resolution notes. The agent draws on ticket history and RMM telemetry to give technicians a clearer starting point.
The results
Time to first touch moved from as long as one hour to about five minutes. Resolution-note preparation moved from about 30 minutes to five to ten minutes. The team reports more first-touch resolutions at Tier 1, faster after-hours handling, fewer missed calls, and clearer routing without a dedicated dispatcher.

"We were working to a one-hour SLO. Now, a ticket may be touched about five minutes after it hits the board. It is already starting to be worked on, whether a person has seen it or not."

Blake Bath, General Manager, Real Bytes

"ConnectWise AI Agents have given us the dispatcher we never had. The agent assesses each ticket's criticality, SLA, and scope, then identifies what needs attention."

Blake Bath, General Manager, Real Bytes

"A resolution note that might have taken 30 minutes to write now takes five to ten minutes. That is valuable time back for our technicians."

Blake Bath, General Manager, Real Bytes

What it means for our clients

Faster first response
Your ticket starts moving about five minutes after it lands, not up to an hour. You are not waiting behind a queue for someone to even look at it.
More fixed on the first call
Our Tier 1 technicians resolve more issues the first time, so you get fewer hand-offs, fewer call-backs and less repeating yourself.
Engineers back on your work
Resolution notes that used to take 30 minutes now take five to ten. That time goes back into your projects and your problems, not our paperwork.
People still answer the phone
AI carries the admin load so our engineers stay on the call with you. Missed calls are down, and the person you reach knows your context.

We run the AI we sell. This case study is third-party confirmation that our managed intelligence practice is grounded in real operational use inside our own help desk, not slideware. It is why we can talk to Australian businesses about adopting AI with the guardrails and operating discipline that make it stick.

Read the case study on ConnectWise

Pax8 Brisbane Mission Briefing, 2026

Blake Bath on the Pax8 Brisbane Mission Briefing Partner Panel

Blake Bath, General Manager at Real Bytes, was invited onto the Partner Panel at the Pax8 Brisbane Mission Briefing alongside Paul Mangano of Mangano IT. The panel traded practical, candid perspectives on AI, cybersecurity and the changes reshaping the Australian channel, and what those shifts mean for the businesses we look after.

Why being in that room helps our clients

Closer to the vendors you rely on
Being in the room with Pax8, Microsoft, Blackpoint, Check Point, Acronis and others means we hear product direction early and can plan your stack before changes land on you.
A view of where the industry is heading
Panel conversations on AI, cyber and channel change give us early sight of what is coming, so your roadmap stays ahead instead of catching up.
Practical, not promotional
The panel traded candid, real-world perspectives, not vendor spin. That is the same straight talk we bring to your technology decisions.
A network you can lean on
When you need a fast answer or a specialist, we can reach across the Pax8 partner community to find it.

Where we will be next Events and panels coming up.

Source: LinkedIn, linked at the foot of this page.

From the ConnectWise case study

Three lessons for any service desk.

Put AI where work entersReal Bytes applied ConnectWise AI Agents across help desk, SOC, NOC and practice management boards, so triage begins the moment a ticket arrives.
Start with a clear operating measureTime to first touch, routing time and note-writing time gave us practical ways to assess early results.
Keep people available for customersLet AI handle the administrative work so engineers stay focused on the customer on the other end of the line.

Working with media

From request to on the record.

Step 1Send the request
Use the builder, email helpdesk@realbytes.com.au or call 07 3114 2808.
Step 2We line up the right person
Blake, or the engineer closest to your angle.
Step 3Facts checked
Figures and claims come with a source you can cite.
Step 4Assets sent
Logo, photos and links, as needed.

Core services

One team. Eight ways to use it.

Every core service is run by the same Brisbane engineers, so the person who sets up your laptop is the one who answers when it breaks. Most clients use several.

Get help your way

Six ways to reach us. Pick whichever suits you.

Helpdesk hours are Monday to Friday, 8am to 5pm AEST. On Advantage and above, emergencies get a response within 1 hour and outages within 2, with 24/7 best-effort escalation.

Questions

What media and analysts ask.

Who is the media contact for Real Bytes?

Journalists, analysts and vendors can reach Real Bytes by email at helpdesk@realbytes.com.au or by phone on 07 3114 2808. Ask for Blake Bath, General Manager. We are happy to help with facts, comment, engineer access and assets for a feature.

Can journalists speak directly to a Real Bytes engineer?

Yes. Real Bytes is staffed by its own Australian engineers, with no offshore call centre. For technical comment on managed IT, cybersecurity, AI adoption or operational technology, we can put a practising engineer on the record rather than a spokesperson reading from a brief.

What is Real Bytes?

Real Bytes is a Brisbane-based Australian MSP and MSSP serving businesses across Australia. We run four practices: Managed IT Services (MSP), Cybersecurity Services (MSSP), Managed Intelligence (MIP, practical AI and automation with governance), and Technology Solutions (TSP, projects, OT, CCTV, cabling).

Where is Real Bytes based?

Real Bytes is headquartered in Brisbane and serves businesses across Australia. The service desk is staffed by our own engineers in Brisbane and Melbourne.

What credentials and certifications does Real Bytes hold?

Real Bytes is certified Gold under SMB1001:2026, issued by CyberCert on 1 January 2026, and is a UniFi Enterprise Partner and ACSC Network Partner. Essential Eight and ISO 27001 alignment evidence is available for auditors and insurers.

What press and brand assets are available?

We can provide the Real Bytes logo, brand colour guidance, office and engineer photography, and links to third-party coverage such as the ConnectWise case study. Email us with what you need and we will send it.

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