CTS - Computer Technology Specialists

Managed IT FAQs Melbourne

Common questions about CTS managed IT, cybersecurity, Microsoft 365, disaster recovery, and support for Melbourne small and medium businesses.

Melbourne IT support with visible local credentials

CTS - Computer Technology Specialists has supported Melbourne SMBs since 2000. Contact: 1300 790 780, hello@cts.au, L30 - 35 Collins St Melbourne 3000.

Certifications, affiliations and technology partners

Microsoft Partner, ACSC Essential Eight aligned, ISO 27001 practices, NBN Business Accredited Adviser, Cisco Partner, Dell Partner, HPE Partner, Arcserve Partner, Broadcom Partner, Kyocera Partner.

About CTS

  • What does CTS stand for? — Computer Technology Specialists. CTS is a Melbourne-based managed IT and cybersecurity provider founded in 2000.
  • Where is CTS based? — Level 30, 35 Collins Street, Melbourne CBD VIC 3000. Engineers dispatch from this address for metropolitan Melbourne onsite support.
  • How long has CTS been operating? — Since 2000 — over 25 years delivering managed IT to Melbourne SMBs with consistent senior-only staffing.
  • What size businesses does CTS support? — Businesses from 10 to 200 users across Melbourne CBD, metropolitan Melbourne, and regional Victoria.
  • What industries does CTS specialise in? — Financial planning and AFSL firms, legal practices, accounting firms, mortgage brokers, healthcare providers, construction businesses, property advisory firms, and professional services generally.

Managed IT services

  • What is included in CTS managed IT? — Unlimited helpdesk, 24/7 monitoring, automated patch management, Essential Eight cybersecurity baselines, Microsoft 365 administration, vendor management, hardware lifecycle management, disaster recovery planning, and quarterly IT strategy reviews.
  • How is managed IT priced? — Fixed per-user per-month with no hourly rates, no call-out fees, and no variable charges for standard helpdesk requests.
  • What is the minimum size for managed IT? — 10 users. Full coverage including cybersecurity and Microsoft 365 administration from day one.
  • Do I need an in-house IT person if I use CTS? — No. CTS acts as a complete outsourced IT department including helpdesk, security, Microsoft 365, vendor management, and strategic planning.
  • How long does onboarding take? — Most Melbourne SMB onboardings complete within two to four weeks. CTS audits the environment, documents the baseline, deploys monitoring and security tooling, and transitions the business to the CTS helpdesk.

Cybersecurity

  • Is cybersecurity included in managed IT? — Yes. All CTS managed IT agreements include ACSC Essential Eight cybersecurity baselines, MFA enforcement, managed EDR, email security, and patch management at no additional cost.
  • What is the ACSC Essential Eight? — The Australian Cyber Security Centre's eight recommended mitigation strategies for defending against common cyber threats. CTS implements and maintains these controls for all managed IT clients.
  • Can CTS help with cyber insurance? — Yes. CTS implements and documents the technical controls underwriters require — MFA, patching, immutable backups, EDR, and an incident response plan — and provides written evidence for underwriter submission at renewal.
  • What happens if my business is hit by ransomware? — CTS engages within 30 minutes, isolates affected systems, preserves forensic evidence, identifies the infection vector, rebuilds from clean immutable backups, and manages ACSC and insurer notifications. Critical system restoration typically takes four to eight hours.

Microsoft 365

  • Is Microsoft 365 management included in managed IT? — Yes. Exchange Online, Teams, SharePoint, OneDrive, Intune, Entra ID, Microsoft Defender for Business, and licence management are all included at no additional cost.
  • Does Microsoft back up Microsoft 365 data automatically? — No. Microsoft retains data in the platform but does not provide point-in-time backup. CTS configures dedicated Microsoft 365 backup covering Exchange, SharePoint, OneDrive, and Teams.
  • Can CTS migrate us to Microsoft 365 from on-premises Exchange? — Yes. CTS has migrated many Melbourne businesses to Microsoft 365 including Exchange Online, SharePoint, Intune device enrolment, and Entra ID identity configuration.
  • Does CTS support Microsoft Copilot? — Yes. CTS assists with Copilot licensing, data governance prerequisites, sensitivity labels, and safe Copilot rollout for Melbourne SMBs.

Support and response times

  • What is the CTS response SLA? — 30 minutes for P1 critical incidents (outages, ransomware, security breaches). 4 hours for standard issues. Same-day onsite dispatch across metropolitan Melbourne for managed IT clients.
  • Is after-hours support available? — Yes. 24/7 P1 critical support for all managed IT clients. Call 1300 790 780 at any hour and state the P1 priority to trigger the 30-minute response.
  • How quickly can CTS be onsite in Melbourne CBD? — CTS engineers are based at Collins Street and can typically be onsite at CBD addresses within 30 to 60 minutes for urgent requests.
  • What support channels does CTS offer? — Phone (1300 790 780), email (hello@cts.au), Microsoft Teams, and remote desktop session. Onsite dispatch for issues requiring physical attendance.

Getting started

  • How do I get a quote? — Call 1300 790 780, email hello@cts.au, or complete the enquiry form at cts.au/contact/. CTS responds within one business day.
  • Is there a free IT assessment? — Yes. CTS provides a complimentary assessment covering infrastructure health, Microsoft 365 security, Essential Eight posture, and your current support model.
  • What happens after I contact CTS? — A senior engineer contacts you to understand your environment and requirements. CTS prepares a tailored fixed-price proposal — no lock-in contracts, no obligation.

Frequently asked questions

What is the minimum size for CTS managed IT?

CTS managed IT is available from 10 users. Every agreement includes unlimited helpdesk, 24/7 monitoring, Essential Eight cybersecurity, and Microsoft 365 administration regardless of business size.

Is cybersecurity included in managed IT?

Yes. All CTS managed IT agreements include ACSC Essential Eight baselines, MFA enforcement, managed EDR, email security, and patch management. There is no separate cybersecurity add-on required.

What is the CTS response SLA?

30 minutes for P1 critical incidents. 4 hours for standard requests. Same-day onsite dispatch across metropolitan Melbourne for managed IT clients.

Does CTS provide after-hours support?

Yes. 24/7 P1 critical support is available for all managed IT clients. Call 1300 790 780 at any hour to trigger the 30-minute response SLA.

How do I get a quote from CTS?

Call 1300 790 780, email hello@cts.au, or book online at cts.au/contact/. CTS responds within one business day with a tailored fixed-price proposal.

Does Microsoft back up Microsoft 365 data?

No. Microsoft retains data in the platform but does not provide point-in-time backup with the restore capability of a dedicated backup solution. CTS configures dedicated Microsoft 365 backup covering Exchange, SharePoint, OneDrive, and Teams.

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