Honest answers, plain English.

Small businesses with 5–25 staff, primarily in Sydney. My clients include tradies and construction companies, accounting and bookkeeping firms, real estate agencies, and allied health practices. What they all have in common: they don't have a dedicated IT person and they need someone reliable they can actually call.

Both. I support Windows PCs, MacBooks, iPhones, and Android devices. Most of my clients are Windows-based but mixed environments — where some staff use Macs and others use PCs — are no problem at all.

Yes — always. Brixnel is me, Ash. There are no contractors, no junior techs, and no call centre staff. You'll always deal directly with me, which means I know your business, your setup, and your preferences. No explaining yourself from scratch every time.

Same day for all enquiries — usually much faster. Complete plan clients get a guaranteed 2-hour response during business hours. In practice, most requests are responded to within the hour. I know downtime costs money and I treat every issue accordingly.

Growth and Complete plan clients have after-hours emergency contact details for critical issues — things like your whole email system going down or your team being locked out of systems. For non-critical issues, they'll be picked up first thing next business day.

Both. The vast majority of issues — probably 80% — are faster to fix remotely, so I'll usually start there. But when something needs hands-on attention, I'll come to you. Complete plan clients get 2 included on-site visits per month. All other clients can book on-site visits as needed.

I use professional remote access software — the same tools used by large IT companies. You'll always see exactly what I'm doing on your screen, and you're in full control. I only connect when you've given me permission, and you can end the session at any time. I'll explain how it works in plain English before we use it for the first time.

No lock-in contracts — ever. All monthly plans run month-to-month. You can cancel anytime with 30 days notice, no exit fees, no drama. I'd rather earn your business every month than trap you into a contract.

No. Your monthly plan price is your monthly plan price. The only additional costs would be things you explicitly agree to in advance — like hardware purchases, third-party software licences, or extra on-site visits beyond what's included in your plan. I'll always give you a clear quote before doing anything that costs extra.

Absolutely. Most clients start on Starter or Growth and move up as their business grows. If your needs change in either direction, we adjust the plan — no penalties, no fuss. Just let me know.

Yes. If you just need a one-off job done — a website built, Microsoft 365 set up, a new laptop configured — I can do that without any ongoing commitment. Check out the services page for one-off pricing, or get in touch for a quote.

Absolutely. In fact, a lot of businesses have Microsoft 365 set up poorly — wrong licences, no backups enabled, weak security settings, staff not using it properly. I'll audit what you have, fix what needs fixing, and make sure you're actually getting value from what you're already paying for.

Yes. I can rebuild, redesign, or migrate your existing website. I'll give you an honest look at what you have and tell you whether it's worth fixing or better to start fresh — and why. Either way, the decision is yours with all the facts in front of you.

Not at all. Some of my best clients are tradies. The most common issues I fix for trade businesses: email not working on phones, no proper backups, staff sharing one email address, and a website that's been the same since 2015. All very fixable, very quickly, and very affordable on the Starter plan.

Yes, and I do this regularly. Switching IT providers sounds complicated but it's usually straightforward. I handle the transition, make sure nothing gets lost, and ensure there's no downtime for your team. I'll also tell you honestly if there's anything worth keeping from your current setup.

Yes — and more often than you'd think. Small businesses are actually a prime target because they often have weaker security than larger companies. The most common attacks are phishing emails (tricking someone into clicking a dodgy link), compromised passwords, and ransomware. The good news: the basics go a long way. MFA, a good password manager, and regular backups prevent the vast majority of attacks.

MFA stands for Multi-Factor Authentication. It's the extra step where you confirm your login on your phone — the little code or "approve" notification you get. Even if someone steals your password, they still can't get in without your phone. It takes about 5 minutes to set up and is one of the single most effective security measures for any business. I set this up on every account as part of onboarding.

For Microsoft 365 data (emails, files, Teams), backups run daily as a minimum. For local data on your computers, we configure backups based on how frequently that data changes — typically daily or twice daily for active businesses. I'll show you exactly what's being backed up and how to verify it's working.

Call me immediately — 0410 243 683. Don't turn computers off, don't try to fix it yourself, and don't pay any ransom demands without talking to me first. The faster we act, the better the outcome. For Brixnel clients, this is treated as an emergency regardless of the time of day.