Your monthly package covers the day-to-day: the help desk, monitoring, patching, security essentials, vendor liaison, and whatever else your tier includes. Some things sit outside it. This article says which, and how we price them, so there are no awkward invoices.

What sits outside the monthly fee

• Projects. Anything with a start, a finish and a plan: a move to new premises, a server replacement, a Microsoft 365 migration, a network rebuild, cabling, a new phone system.
• Hardware and physical equipment. Computers, screens, switches, firewalls, printers. We source and set them up, and the equipment itself is charged to you.
• Software licences and subscriptions, including Microsoft 365. These are billed on their own terms, separately from support.
• Add-ons your tier does not include - Microsoft 365 backup on Essentials, user training on Managed, after-hours cover on any tier. All quoted in writing.
• Work outside business hours, unless you have an after-hours add-on. Scheduled after-hours work is quoted in advance; unscheduled after-hours and emergency work is charged at the published pay-as-you-go rates.
• Onsite attendance. If a fault needs someone in the room, we will tell you before we come and confirm any call-out charge first.
• Data recovery from failed hardware, which is specialist work done by a third party.
• Building custom software or making changes inside a bespoke application that only its own developer can make.

The rule we work to

If a ticket turns out to be project work, we tell you before we spend time on it. You will get a message saying what we have found, why it is bigger than a support job, and what it would take. Nothing goes on an invoice that you have not agreed to first.

The reverse is also true. We do not turn a twenty-minute fix into a quoted project to bill for it. If it is small, we just do it.

How we quote a project

1. You tell us the outcome, not the solution. "We are taking on ten more staff and the office is too slow" is a better brief than "we need a new server". Sometimes the answer is a server. Often it is cheaper than that.
2. We scope it. Usually a conversation, sometimes a look at your systems or a visit. For anything sizeable we want to see the actual environment rather than quote from a description.
3. You get a written quote setting out what is included, what is deliberately excluded, what we are assuming, the price including GST, and the likely timing.
4. You approve it in writing. An email saying yes is enough. Nothing starts before that.
5. We schedule it around your business, including out of hours where that saves you a working day.
6. If the scope changes, we stop and re-quote. You hear about a change in cost before it happens, not on the invoice.

Why the assumptions section matters

Every quote lists what we have assumed - that the cabling is sound, that the licences you hold are the ones we think, that the old system still has the data on it. Read that section. It is where the honest uncertainty lives, and it is the part that protects both of us if reality turns out differently.

Getting a rough number early

If you are budgeting rather than buying, say so. We will give you an indicative range and be clear that it is a range, not a quote. That is more useful than a precise figure invented to sound confident. A quick call at the idea stage often saves a great deal of money at the doing stage.

Talk to us

For quotes, project discussions and anything to do with new work, email admin@yougrowit.com.au. Tell us what you are trying to achieve and roughly when it needs to happen.

Faults still go to portal.yougrowit.com.au or support@yougrowit.com.au, and anything stopping you working right now is a call to 03 9028 4358.

Support hours are Monday to Friday, 8:30am to 5:30pm Melbourne time, excluding Victorian public holidays.