Remote SupportRealBytes Advantage
If you call us every week, your IT bill should not jump around every month.
You set a block of support hours each month at $10 an hour below our standard rate, and your requests go ahead of pay-as-you-go clients. Quiet months balance out busy ones over the year. Same team, same service, whether you are in Brisbane, Sydney, Adelaide or anywhere else in Australia.
The managed stack, per user. Plus committed hours at reduced rates below standard pricing.
RealBytes Advantage
Everything in Flex, at reduced rates below standard pricing
Per-user stack, quoted based on your environment. Plus a committed block of support hours each month.
- Everything in Flex, with committed hours at reduced rates below standard pricing
- A reserved block of hours each month for steady budgeting
- Priority in the queue over pure pay-as-you-go requests
- Proactive check-ins rather than purely reactive calls
- Unused hours managed on an annual reset
- The full managed stack: productivity suite, EDR, MDR and ITDR, password manager, backup and more
How the hours work
Committed hours at reduced rates below standard pricing
You commit to a block of support hours each month at reduced rates below standard pricing. If you go over, additional hours are billed at the standard rate. If you use less, the unused hours are managed on an annual reset, not lost each month.
The per-user managed stack price is quoted based on your environment and user count.
The Advantage layer
Advantage is the right fit when your support needs are steady but you do not want to pay for unlimited. If any of these sound like you, Ultimate is usually the better fit.
Ultimate is usually better if
- You are regularly going over your committed hours
- You want unlimited support with no hour counting
- You need SMB1001 Gold or Essential Eight certification
- You want a dedicated account manager and quarterly reviews
- You need to prove your security to procurement teams or insurers
- You want application control, an email security gateway and AI enablement included
Flex
Pay-as-you-go
Standard hourly rate, billed per request
- Full managed stack per user
- Reactive support only
- Standard queue position
- No committed hours
Advantage
Committed hours at reduced rates below standard pricing
Committed hours each month at reduced rates below standard pricing
- Everything in Flex
- Priority in the queue
- Proactive check-ins
- Unused hours on annual reset
Ultimate
Unlimited support, full compliance
Unlimited remote support, no hour counting
- Application control, email security gateway, AI enablement
- Account management layer
- SMB1001 Gold and Essential Eight modules
- Compliance and governance program
3-month minimum term, then month to month. Prices in AUD. Per-user stack rate quoted based on your environment.
The full managed stack, per user.
The managed stack plus password management, per user. Productivity suite, endpoint protection, 24/7 detection and response, email authentication, backup, hosting and a managed password manager are included in your per-user rate. Compliance, ZTNA and application control are added on Ultimate and RealBytes One. Support hours are layered on top at a committed rate.
Managed productivity suite
A licensed business productivity and collaboration suite for every user: email, documents, spreadsheets, presentations, chat and meetings, file storage and intranet, plus device management and identity security.
Managed endpoint protection (EDR)
Enterprise-grade endpoint detection and response on every device, configured and tuned by us so it actually catches things instead of nagging your team.
Managed device care
Every laptop and desktop monitored, patched and maintained. We spot problems and sort them out before they turn into helpdesk calls.
24/7 managed detection and response (MDR)
A real security operations centre watching your devices around the clock. If something malicious lands, a human analyst isolates it and kicks it out.
Managed identity threat detection and response (ITDR)
Round-the-clock protection for your cloud identities. Catches stolen logins, sneaky inbox rules and session hijacks before your email gets turned against you.
Security awareness training
Ongoing phishing simulations and short, practical modules. Your team becomes part of your defence instead of your weakest link, and you get the training records compliance wants.
Managed DMARC, SPF and DKIM
We set up and watch your email authentication so your messages land in inboxes, not spam, and scammers cannot send email pretending to be your business.
Managed password manager
Enterprise password management for the whole team. Secure vaults, controlled sharing, breach monitoring and dark web alerts, all managed by us.
Cloud backup
Your cloud productivity data backed up independently. Deleted, corrupted or encrypted by ransomware, we can bring it back cleanly.
Web hosting and domain
Fast, Australian-hosted website hosting with SSL included, and your business domain renewed every year on us.
This is what separates Advantage from Flex. The committed hours, the priority, and the proactive relationship that turns a variable bill into a predictable monthly line. Everything below is included in your Advantage plan on top of the managed stack.
Committed block of hours each month
You reserve a block of support hours every month at $10 per hour below the standard pay-as-you-go rate. Steady budgeting, no bill shock, and you only pay for what you commit to. Additional hours beyond your block are at the standard rate if you need them.
Priority in the queue
Your requests jump ahead of pure pay-as-you-go Flex clients. When something breaks, you are not sitting behind everyone else. Faster response, same managed stack, same team.
Proactive check-ins
Rather than waiting for you to call, we check in regularly. A quick review of your environment, a heads-up on anything we have spotted, and a conversation about what is coming up. Problems caught early cost less to fix.
Unused hours on an annual reset
If you do not use all your committed hours in a given month, they are not lost. Unused hours are managed on an annual reset, so a quiet month balances out against a busy one. You are not penalised for having a good month.
Predictable costs, without paying for unlimited.
Pay-as-you-go IT support is fair, but the bill swings around. Some months you barely call, other months the phone does not stop. Advantage fixes that. You commit to a block of hours each month at $10 per hour below the standard pay-as-you-go rate, and you get priority in the queue and proactive check-ins on top. Same managed stack, same coverage, just a better rate for leaning on us regularly.
If your support usage is irregular and low, Flex pay-as-you-go is the right fit. If you want unlimited support with no hour counting, Ultimate is the move. Advantage is the middle ground for teams that know they need help each month and want the bill to match.
IT support bills that swing wildly from month to month with pay-as-you-go
Paying full rate for support when you are on the phone to IT every week
Sitting in the same queue as everyone else when something urgent breaks
Only hearing from your IT provider when something goes wrong, never before
Wanting the managed stack and predictable costs without paying for unlimited support
The honest fine print
We would rather you read this before you sign than be surprised after.
Per-user stack, committed hours, no ramp.
The managed SaaS stack is billed per user, quoted based on your environment. Support hours are committed monthly at $10 per hour below the standard pay-as-you-go rate. There is no half-price introductory period and no step-up after a set number of users. The per-user stack rate stays the same whether you have 3 users or 30.
Committed hours, not unlimited.
You reserve a block of hours each month at the discounted rate. If you go over your committed block, additional hours are billed at the standard pay-as-you-go rate. If you use less, unused hours are managed on an annual reset, not lost each month. A quiet month balances out against a busy one across the year.
Business hours, remote first.
Support is delivered remotely, Monday to Friday, 8am to 5pm AEST. After-hours, on-site and 24/7 support are available when you need them, at our standard rates or as part of an agreed uplift.
Onboarding and offboarding are included.
Setting up a new starter or securing a leaver is part of the plan, not a billable extra. We handle account creation, device enrolment, security configuration and access revocation. Hardware itself is billed separately at cost plus our standard margin.
The managed stack is included.
A licensed productivity suite, managed endpoint protection (EDR), MDR and ITDR, security awareness training, managed DMARC, an email security gateway, a managed password manager, cloud backup, hosting and domain are all included for every user from day one.
Application control, DLP and AI are Ultimate and One only.
Application control, data loss prevention and AI workforce enablement are not included in Advantage. They are part of the Ultimate and RealBytes One plans. The email security gateway is included in every plan, Advantage included.
Projects are quoted separately.
Day-to-day help, fixes, questions and maintenance come out of your committed hours. Bigger one-off jobs like office relocations, new website builds, data migrations or rolling out a brand new system are quoted separately, always before we start.
Unused hours are managed on an annual reset.
If you do not use all your committed hours in a month, they carry within the annual cycle. At the end of your 12-month period, any remaining unused hours are reset. You are not paying for hours that disappear at the end of each month, but you are committing to a monthly block for the year.
Backups are included and tested.
Cloud backup covers your cloud productivity data (email, personal cloud storage and intranet sites). Backups are immutable, so ransomware cannot touch them, and we run test restores so we know they work before you need them.
Security training runs all year.
Security awareness training runs continuously. Short modules and simulated phishing emails keep the team sharp and give you the evidence you need for SMB1001, Essential Eight and cyber insurance applications.
Fair use applies.
If usage patterns look like the plan is being shared beyond the agreed user count, we will have a friendly chat about the right plan for you.
Standard hosting and domain.
Includes hosting for one standard business website and renewal of one standard domain (such as .com.au or .com). High-traffic sites, online stores or premium domains may need an upgraded plan.
Hardware is not included.
We will recommend, source and set up hardware for you, but the gear itself is billed at cost plus our standard margin. No mark-up surprises.
Third-party software beyond the stack.
Licences for software outside the included list, such as accounting, creative or industry-specific apps, stay on your account. We will still help your team use them day to day.
3-month minimum, then month to month.
Cancel any time after that with 30 days notice. Your data, domain and cloud tenancy are yours and leave with you.
Related guides and tools
Questions, answered
Flex is pure pay-as-you-go. You get the same managed stack per user, but every support request is billed at the standard hourly rate with no commitment. Advantage gives you everything Flex gives you, plus a committed block of hours each month at $10 per hour below the standard rate, priority in the queue, and proactive check-ins. The trade-off is you commit to a monthly hours block. The payoff is a lower rate and a predictable bill.
See the other plans
Find out how many hours you actually need
An engineer looks at how much support you use today and quotes your per-user rate and hours block up front.