IT support
IT support in New Zealand, with response times we publish
If your server goes down at 9.15am, we have responded by 9.30am and the target to have you working again is 11.15am. Those are the numbers in our service level agreement, not an aspiration, and we report against them every month.
Most IT support pages in New Zealand will not tell you how long you wait. This page tells you what we answer in and what we resolve in. Our prices are published as well, on the managed IT pricing page, so we do not repeat them here.
Our response and resolution targets
Almost no IT provider in New Zealand will publish this table, because publishing it means being measured against it in public. Ask any provider you are talking to for the same four rows in writing, and see what comes back.
Every ticket is given a priority when it is logged, and the priority sets the clock.
| Priority | What it means | Response | Resolution target |
|---|---|---|---|
| P1, Critical | Full system outage. Nobody can work, or a critical service cannot be performed. | 15 minutes | 2 hours |
| P2, High | Site or office outage, a key application unavailable, or a group of users affected. | 25 minutes | 4 hours |
| P3, Medium | A single user cannot work or cannot perform a key task. | 30 minutes | 6 hours |
| Service request | Low urgency. A new user, a new feature, a maintenance item. | 1 hour | 5 business days |
These targets apply within business hours, 8.00am to 5.00pm Monday to Friday, excluding New Zealand public holidays.
Response and resolution are different things
A lot of providers publish a response time and let you assume it means a fix. It does not.
Response is the point at which a real engineer has picked up your ticket, understood what is broken, and told you what happens next. It is not an automated email confirming receipt.
Resolution is the point at which you can work again. Our P1 target of two hours is measured to that point.
When you compare providers, ask which of the two their published number refers to. If they only publish one, it is almost always response. The full agreement is explained on our IT support SLA page.
Support calls on 0800 101 095 are answered in under 11 seconds during business hours. Not an IVR tree, not a queue message, a person.
Four questions for your current provider
Take these four to whoever supports you now. They work on any provider, including us. If you cannot get an answer, that is the answer.
- What is your contracted response time for a full outage? If it is not in writing, you do not have a service level agreement, you have a hope.
- When was your backup last restored? Not backed up. Restored. If nobody can tell you the date, assume it has not been tested.
- How many of your user accounts do not have multi-factor authentication? The answer should be zero.
- What did you spend on IT last month, and was any of it a surprise? Managed IT is a fixed monthly figure. If your bill moves around, you are being billed for breakage.
If you are still deciding whether to use a managed service provider at all, our page on what a managed service provider does sets out the role and a test you can apply to any of them.
Published band prices live on the pricing page
Managed IT at OxygenIT is four bands priced by team size. The band price is the price, with no headcount reconciliation inside the band. Entry is $750 a month for a team of up to ten on Remote IT Support, priced at August 2026, NZD excluding GST.
We do not repeat the full table here. Every band up to 200 people, with terms and exclusions, is on our managed IT pricing page. Our guide to what managed IT costs in New Zealand explains how to read band pricing, and every other published price is on the pricing hub.
Hours, and what we will not claim
Our New Zealand team works 8.00am to 5.00pm Monday to Friday, excluding New Zealand public holidays, from Auckland, Wellington and Christchurch.
Our own engineers attend onsite in Auckland, Wellington and Christchurch, and our partner network covers the rest of New Zealand on the same ticket. How a visit is agreed and charged is set out on our page for onsite IT support in Christchurch.
We are not going to tell you we are 24/7, because we are not.
After-hours cover is an optional add-on, handled by our team in the United Kingdom, and there is a genuine gap in it. The hours, the gap and the price are set out on the managed IT pricing page.
These plans are built for New Zealand businesses of about 20 to 200 people.
Frequently asked questions
How fast does OxygenIT respond to a critical outage?
A P1 critical outage is responded to in 15 minutes, with a 2 hour resolution target. These are contracted targets within business hours, 8.00am to 5.00pm Monday to Friday, and we report against them every month.
What is the difference between response and resolution?
Response is when a real engineer has picked up your ticket, understood what is broken and told you what happens next. Resolution is when you can work again. If a provider publishes only one number, it is almost always response.
What happens if the outage is Microsoft 365 rather than something OxygenIT controls?
Our response targets still apply. A real person responds inside the stated time, confirms what is affected, applies a workaround where one exists and keeps you updated until it clears. The resolution target does not apply, because the fix belongs to Microsoft. The same holds for carrier faults, power outages and hardware waiting on a vendor part, and each one shows in your monthly reporting with the cause named. The full agreement is on our IT support SLA page.
How much does IT support cost at OxygenIT?
Managed IT is four bands priced by team size, and the band price is the price. Entry is $750 a month for a team of up to ten on Remote IT Support, priced at August 2026, NZD excluding GST. Every band is on our managed IT pricing page.
Is onsite support included in the monthly fee?
On Remote IT Support, onsite is not included. It is $180 an hour, half hour minimum, plus travel, priced at August 2026, NZD excluding GST. On Managed IT Support and every band above it, onsite is included at one hour per ten users per month. Those hours bank for six months and can be spent on project work, and past the banked balance onsite is $180 an hour. Every band is on our managed IT pricing page.
What is the difference between IT support and managed IT services?
IT support is usually billed by the hour when something breaks, so the provider earns more when more things break. Managed IT is one fixed band price for monitoring, patching and the helpdesk, so a stable environment saves us money too, and our guide to choosing an MSP compares both.
Does OxygenIT offer a money back guarantee?
Yes. If OxygenIT is not right for you in your first 90 days, you get your money back, including the onboarding fee. You do not need to give a reason, and there are no conditions.
Am I locked into a long contract?
No. In the first 90 days you get your money back for any reason. After that, every band has a fee-free break at nine months on 90 days notice. Complete IT is the one exception: the service can stop at nine months, but the hardware and Microsoft licences still run to the end of the 36 month term.
Do I need SMB1001 certification to get IT support from OxygenIT?
Yes. Every OxygenIT client holds SMB1001 at Bronze or above, because endpoint protection and backup monitoring sit inside that framework and we will not run a helpdesk without them. Bronze is the floor, not the target. We recommend Silver as a minimum, because Bronze is unlikely to be sufficient to protect you as a director if something goes badly wrong. If you are not certified, we get you to Bronze during onboarding. Levels and prices are on our SMB1001 pricing page.
Does OxygenIT provide 24/7 IT support?
No. Our New Zealand team covers business hours, 8.00am to 5.00pm Monday to Friday, excluding New Zealand public holidays. After-hours cover is an optional add-on handled by our team in the United Kingdom, and there is a genuine gap in it. The detail and the price are on our managed IT pricing page.
Which number do I call for support?
Existing clients call support on 0800 101 095, answered in under 11 seconds during business hours. New enquiries go to 0800 242 206.
Where we work
Pages for the areas we cover, and how we attend and respond there.
Book a scoping call, or read the published bands
A 15 minute call is enough to tell whether we are the right fit for your team. If we are not, we will say so.
Existing clients use support 0800 101 095. New enquiries 0800 242 206.
