Urgent
Something is broken right now
Systems down, email dead, nobody can log in. Emergency work is taken without a contract and without a minimum size.
ITSMB Townsville takes urgent IT call-outs from Townsville businesses that are not on a managed plan - a server or network down, email not working, staff locked out, or a suspected security incident. Emergency work is charged per job.
What is covered
Systems down
Server, network or internet failure that has stopped the business working.
Email not working
Nothing sending or arriving, or a mailbox that has stopped syncing across the office.
Locked out
Staff who cannot sign in, or an account nobody has the credentials for any more.
Suspected compromise
A phishing click, a strange login, ransom text on a screen - containment first, questions after.
Hardware failure
A dead machine holding work that has to come back today.
Emergency work is deliberately sold on its own. A business that has never met us should be able to get help on the worst morning of its year without first signing a monthly agreement, and providers that only accept managed clients leave exactly that gap.
If the same emergency keeps happening, we will say so and quote for the fix. Repeatedly billing call-outs for a fault that wants replacing is not support.
Most calls for emergency IT support Townsville fall into a short list. The internet is down and nobody can process a payment. A server has stopped and the files everyone works from are gone with it. Email has quietly stopped arriving and nobody noticed until a customer rang to ask why they were ignored. Someone clicked something and now a screen is asking for money.
The first job in all of those is containment, not diagnosis. Getting the affected machine off the network, working out what is still safe, and protecting whatever data can still be protected comes before anyone asks how it happened. The post-mortem matters, but it matters second.
What we will not do is bill a call-out every few weeks for a fault that wants replacing. If the honest answer is that the hardware is finished or the internet service is not fit for the job, that is what you will be told, with a quote for the actual fix rather than another visit.
None of this requires an existing relationship. Being able to call for the first time on the worst morning of the year is the whole reason emergency IT support Townsville is sold separately rather than folded into a monthly plan.
Common questions
- Do I need to be an existing client?
- No. Emergency call-outs are taken from businesses we have never worked with, and there is no requirement to sign up to anything afterwards.
- What does emergency support cost?
- Emergency work is quoted per job before it starts, so you know the cost before we begin.
- What should I do first if I think we have been hacked?
- Disconnect the affected machine from the network but leave it switched on, stop anyone else from logging in, and call. Powering it off can destroy evidence and sometimes the recoverable copy of your data.
Tell us what is going on
Describe it however makes sense to you. We will come back with what it is likely to be, what it takes to fix, and what it costs before anyone starts.