Exactly what to expect when you work with bcom ICT — response times, engagement terms and the security posture behind our managed services. On-site across the Gold Coast; remote and managed IT Australia-wide.
Plain commitments, no fine print. These apply to every customer — managed clients get contractual guarantees on top.
07 3041 8993 is answered around the clock — by our team during business hours and by our AI phone operator after hours, who logs your job on the spot. Work is actioned during business hours.
Every online callback request is returned within 4 business hours — usually much sooner.
Managed clients get a guaranteed 4-hour response during business hours on every support request, remote or on-site — plus after-hours emergency call-out under their support contract.
Software and configuration issues are fixed remotely where possible — remote sessions carry no call-out fee, and most are resolved same-day.
Every job is quoted before work begins — a fixed call-out fee plus hourly increments for ad hoc work, or a flat monthly fee on managed IT. No lock-in contracts.
The frameworks and practices behind our managed and security services — the same questions larger buyers ask in due diligence, answered up front.
BSI-certified ISO/IEC 42001 Lead Implementer (AI management systems) and ITIL 4 Foundation — service management practice built on the industry standard.
ASIC cyber resilience alignment for AFS licensees, and ASD Essential Eight alignment for healthcare and regulated clients. See our ASIC compliance service.
Every business WiFi install ships with VLAN-isolated guest networking and PCI-DSS-aligned segmentation — EFTPOS and POS traffic never shares a flat network with guests.
24/7 SOC monitoring is available on security engagements. Remote support runs over Splashtop SOS — encrypted, session-based, and you can see and end the session at any time.
On-site work is delivered across the Gold Coast. Remote support and managed IT — monitoring, patching, helpdesk, Microsoft 365 and security management — are delivered to businesses anywhere in Australia over secure remote tooling. Multi-site and distributed teams are welcome; ask about a managed arrangement that mixes remote coverage with scheduled local visits. See how this works in practice in our case studies — including a national retail chain rollout.
Book a callback and we’ll walk through service levels for your specific setup — and put the commitments in your agreement.
Last updated: July 2026 · Reviewed by the bcom ICT team