Our packages are priced per user per month, so the definition of a user decides your bill. It is deliberately simple, and it is worth reading once so nobody is surprised by an invoice.

The short version

A user is a person with a mailbox or a login who receives support from us. One person is one user, no matter how many devices they use.

Someone with a desktop in the office, a laptop at home and a work mobile is one user, not three. We count people because people are what we support. Devices only ever ring the help desk on somebody's behalf.

What counts

• Full-time and part-time staff with their own login or mailbox.
• Casuals who have their own account and can call us when something goes wrong.
• Directors and owners, including those who mostly use a phone and rarely sit at a computer.
• Contractors and bookkeepers who have an account on your systems and who you expect us to help.
• Someone on extended leave whose account is still active, because it is still being maintained, patched and protected.

What does not count

• Shared mailboxes such as info@, accounts@, sales@ or reception@. These are not people. They are free to have and we support them as part of your service.
• Service accounts - logins that software uses to talk to other software, like the account your scanner uses to email documents. No person sits behind them.
• Long-departed staff. If somebody left eighteen months ago and their account is still sitting there, that is not a user you should be paying for. It is also a security problem, which is the more important half of that sentence. Tell us and we will close it properly.
• Devices. Shared computers on a factory floor, a reception PC, a warehouse tablet, meeting-room screens. Counted as equipment we look after, not as users.

The monthly minimum

Every package has a monthly minimum, including GST:

• Essentials - $330 ($300 ex GST)
• Managed - $550 ($500 ex GST)
• Complete - $825 ($750 ex GST)

If your user count multiplied by the per-user price comes to less than the minimum, you pay the minimum. A four-person business on Managed, for example, works out at $418 on user count, so the $550 minimum applies.

The reason is straightforward: monitoring, patching and being available cost roughly the same whether you have four people or six. The minimum is what makes a genuinely small team viable to support properly rather than badly.

Counting your own team

Walk through your payroll list and ask two questions about each name: does this person have their own login or mailbox, and would you expect us to help them if they rang. Two yeses means one user.

Then look at your Microsoft 365 account for anything left over - old staff, test accounts, a mailbox nobody has opened in a year. That list is usually shorter than people fear and longer than they expect.

Worth knowing: Microsoft licences are counted separately by Microsoft and billed on their own terms. A departed staff member can still be costing you a licence even when they are not a support user. Ask us to check both at once.

Talk to us

If your headcount is about to change or you think the count on your invoice is wrong, email admin@yougrowit.com.au and we will go through it line by line with you. There is more detail in Adding or removing users, and how your bill changes.

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