IT Support Services 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 tell you they are responsive, proactive and trusted. None of them will tell you how long you wait. This page tells you what we answer in, what we resolve in, what it costs a month, and what is not included.

OxygenIT is based in Papanui, Christchurch, our support team is in New Zealand, and we are rated 4.8 from 44 Google reviews.

The short version

• From $750 a month for a team of up to ten. Priced in four bands by team size, so the band price is the price. Built for New Zealand businesses of 20 to 200 people.
• 90 day money back guarantee, plus a no fuss, no fee break point at nine months.
• Critical outages answered in 15 minutes, with a 2 hour resolution target.
• A New Zealand team during business hours, in Auckland, Wellington and Christchurch.
• Onsite in all three main centres from our own engineers. Included from Managed IT Support up, at 1 hour per 10 users per month. On Remote IT Support it is $180 per hour.
• Call 0800 242 206 or book a 15 minute scoping call.

Our response and resolution targets

Almost no IT provider in New Zealand will publish this table. Not because they do not have targets, but because publishing them means being measured against them in public. Ask any provider you are talking to for the same four rows in writing, and see what comes back. That single question will tell you more than any sales meeting.

Here are ours.

Every ticket is assigned a priority when it is logged. The priority sets the clock. These targets apply within business hours, 8.00am to 5.00pm Monday to Friday, excluding New Zealand public holidays.

Ninety seconds on what those four rows actually mean, and where they stop applying.

Response and resolution are different things, and the difference matters

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. An auto-acknowledgement inside 30 seconds is trivially easy to configure and tells you nothing about whether anyone is working on your problem.

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 the first.

Priority is agreed before anything breaks

Priority is not something you argue about after the fact. It is set in the service level agreement in advance, which is the entire point of having one. A P1 is not “whatever the loudest client says it is on the day”.

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.

How to tell whether your current provider is underperforming

You have just seen our answer to the first question below. Take all four to whoever supports you now. If you cannot get an answer, that is the answer.

1. What is your contracted response time for a full outage? If your provider has not given you a number in writing, you do not have a service level agreement, you have a hope.
2. When was your backup last restored? Not backed up. Restored. If nobody can tell you the date, assume it has not been tested.
3. How many of your user accounts do not have multi-factor authentication? The answer should be zero and it usually is not.
4. 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 earlier than that and still deciding whether to use a managed service provider at all, our managed service provider page sets out what one actually does, what we are not, and a test you can apply to any provider, including us.

Everything below is our answer to the other three, in the order you would ask them.

Who actually answers the phone

During business hours you get a New Zealand team. Our engineers are based in Auckland, Wellington and Christchurch, with head office in Papanui, Christchurch. Your calls are not routed offshore at peak times and your tickets are not handed to a shared pool in another country when we are busy.

That is worth stating plainly because it is not the norm. Plenty of providers with a New Zealand address run their helpdesk from somewhere else and never mention it.

After-hours cover, and exactly what it is

We are not going to tell you we are 24/7, because we are not, and most providers who say it mean a phone that wakes somebody up at home.

After-hours is an optional add-on. It has three parts and they are not the same quality of service, so here is the honest version of all three.

The staffed part. Our United Kingdom team covers the New Zealand night during their own working day. That is a desk with people at it, running the same ticketing system, the same escalation path and the same response and resolution targets in the table above. In New Zealand time it is roughly 7.00pm to 4.00am over winter and 9.00pm to 6.00am over summer, shifting when either country changes for daylight saving.

The unstaffed part. The evening window, after the New Zealand team finishes at 5.00pm and before the United Kingdom desk opens, is covered by phone but is not manned. Somebody is called, and the realistic expectation is up to an hour before you hear back.

We would rather write that down than pretend otherwise. Our engineers have lives, and a provider claiming instant overnight response is either lying to you or burning out their staff.

The gap. After the United Kingdom desk closes, roughly 4.00am in winter and 6.00am in summer, there is no cover until the New Zealand team opens at 8.00am. That is a real gap and we are not going to hide it in a footnote. It is a two to four hour window in the early morning. If that window is genuinely unacceptable for your business, tell us at the scoping call and we will talk about what it would take to close it, rather than sell you a plan that quietly does not.

Cost: from $600 a month for a team of up to ten. Priced at August 2026, NZD excluding GST. It sits on top of your band price.

What IT support costs in New Zealand

Priced at August 2026, in New Zealand dollars, excluding GST, on a 36 month term. These plans are built for New Zealand businesses of roughly 20 to 200 people.

Four bands, priced by the size of your team. The band price is the price. There is no per user charge on top of it and no headcount reconciliation at the end of the month. A team smaller than ten is priced as ten, so $750 a month is the floor.

Find your headcount in the left column and read across. Hiring one more person inside the same band does not change your price.

Remote IT Support, from $750 a month

The helpdesk tier. Unlimited remote support for your users during business hours, patching, Microsoft 365 administration, and monitoring across your servers and workstations.

This suits a business whose infrastructure is in reasonable shape and that needs someone to answer the phone, fix things and keep the updates flowing.

Managed IT Support, from $1,200 a month

Everything above, plus the security layer and the maintenance work that stops problems happening. Managed detection and response, backup monitoring and restore testing, vendor management, and a quarterly technology review.

Which tier you take depends on your server count and the compliance obligations you carry. A twenty person accounting practice with one server usually sits on Remote or Managed. A hundred person firm with a compliance obligation across three sites usually sits on Fully Managed. Your team size then sets the number, from the table above.

Onsite attendance is included from this tier up, at 1 hour per 10 users per month. Unused hours bank for 6 months and can be spent on project work.

Fully Managed IT, from $3,600 a month

A full time CIO in New Zealand is a senior six figure hire, well over $200,000 a year once you include the true cost of employment. This tier is what businesses take instead.

It is the whole IT function. Everything above, plus a virtual CIO in your planning meetings, budget and roadmap ownership, project management, and hardware lifecycle planning. Our virtual CIO page sets out what the role actually does and the signs a business has outgrown ad hoc IT decisions.

Fully Managed IT starts at $3,600 a month for a team of up to ten. That is the band price, not a minimum spend you have to reach. Below that level of commitment the vCIO time does not divide sensibly, and we will steer you to the tier below rather than sell you a number that does not work.

At forty users this tier costs less than one salary and covers a team.

Complete IT, from $5,800 a month

The whole IT function, including hardware as a service, so the laptops sit inside the monthly figure rather than landing as a capital purchase every three years. Everything in Fully Managed IT, plus the device fleet.

Complete IT is sold on a 36 month term only. The hardware commitment is what makes the price work, so there is no shorter option and we will not pretend otherwise.

What is included, and what is not

The two columns matter equally. Most providers publish the left one.

Certification is the entry requirement, and Bronze is not where you should stop

This one surprises people, so it comes before the sales conversation rather than after it.

Every OxygenIT client holds SMB1001 certification at Bronze level or above. It is a condition of engagement, not an upsell. Endpoint protection and backup monitoring, the two controls that decide whether a bad day is an inconvenience or an existential event, sit inside that framework. We are not willing to run a helpdesk for an environment where those controls are absent, because when it goes wrong it goes wrong completely and we are the ones on the phone at 8pm explaining it.

But we do not think Bronze is enough, and we will tell you so.

Bronze is the floor. It is the level that gets you in the door and demonstrates you have the basics in place. We recommend Silver as a minimum and we would prefer you at Gold.

The reason is not technical, it is personal. Bronze is unlikely to be sufficient to protect you as a director if something goes badly wrong. Directors in New Zealand carry duties that do not disappear because the failure was technical, and “we had the entry level certification” is a thin answer when someone asks what steps you took. The higher levels exist because the exposure is real.

Levels and current pricing are on our SMB1001 pricing page. If you are not certified yet, we will get you to Bronze as part of onboarding and then talk to you honestly about the next step up.

Onsite support in Christchurch, Wellington and Auckland

Around 85 percent of what we do is resolved without anyone leaving their desk, and that is a feature rather than a compromise. A remote fix that starts in four minutes beats a site visit that starts in ninety.

Where a problem genuinely needs hands on hardware, we attend.

Our own engineers cover Christchurch, Wellington and Auckland. Everywhere else in New Zealand is covered through our partner network, arranged by us and managed through the same ticket, so you are not left to find someone yourself.

On Remote IT Support, onsite attendance is charged at $180 per hour, with a half hour minimum, plus travel time. Priced at August 2026, NZD excluding GST.

From Managed IT Support up, onsite is included in the band price at 1 hour per 10 users per month. Unused hours bank for 6 months and can be spent on project work instead. Beyond the included allowance the $180 hourly rate applies. We will always agree a visit with you before an engineer is dispatched, so an onsite charge is never a surprise on an invoice.

The compliance side, which most support providers leave out

If you hold personal information about New Zealanders, and almost every business does, the Privacy Act 2020 applies to you. Where a privacy breach is likely to cause serious harm, you are required to notify the Office of the Privacy Commissioner and the affected individuals as soon as practicable.

That obligation does not sit with your IT provider. It sits with you. But you cannot meet it if nobody knows what data you hold, where it is, who has access, or whether an account was compromised three weeks ago.

Every managed plan includes the logging and access controls that let you answer those questions on the day you are asked. CERT NZ publishes what the current attacks against New Zealand businesses actually look like, and multi-factor authentication remains the single control that stops the most common one, an offshore login on a stolen password. We enable it on every account we manage.

What happens when you call us

1. You call the support line, 0800 101 095, and a person answers in under 11 seconds during business hours. New enquiries use 0800 242 206.
2. The ticket is logged and prioritised against the table above, so the clock is running and you know what it is.
3. An engineer picks it up inside the response target and tells you what they are doing.
4. Most issues are fixed remotely. Where they are not, we agree an onsite visit with you first.
5. You get the resolution and the cause. For a P1, you get a written summary of what happened and what stops it recurring.

Frequently asked questions

Our 90 day guarantee: we take the risk so you do not have to

If you are not happy in your first 90 days, give us notice and we will refund every dollar you have paid us for our services.

You do not need to give a reason. You do not need to build a case, cite a missed target or argue it with us. You tell us you are not happy, and we refund you.

That includes onboarding. Onboarding is our work, so it is refunded like everything else we do. We are not going to keep the hardest and most expensive part of the engagement and call it non-refundable.

The one thing not covered is third party product we buy on your behalf, Microsoft licences, hardware and subscriptions. We cannot claw those back from the vendor, so we are not going to pretend we can. Everything you have paid OxygenIT for our own work is refundable.

We do this because we know what actually stops a business changing IT provider. It is not price. It is the fear of ending up somewhere worse and having to go through the whole thing again. We would rather sign five clients and refund one than have five businesses stay somewhere they are unhappy because moving felt too risky.

And a break at nine months, no fuss, no fee

The first 90 days is a honeymoon. New provider, fresh attention, the backlog getting cleared. Almost anyone looks good in that window, and we are not going to pretend it is a fair test of us.

Nine months in is a fair test. The project work is done, the novelty has worn off, and you are living with the day to day. That is the point at which you actually know whether we are the right fit.

So every agreement has a break point at the nine month mark. Give us 90 days notice then and you are out at twelve months, with no early termination fee and no exit charge. No fuss, no fee. We hand over your documentation and work with whoever comes next.

It is one gate, not a rolling right, and that is deliberate on both sides. If you choose not to take it, we have both decided this works, and the rest of the term runs from there.

Our agreements typically run 36 months. That is a long time and we are not going to bury it three pages into a contract. What matters is that you get two deliberate ways out before you are a year in: your money back in the first 90 days, and a fee-free break at nine months with a full quarter’s notice. Decline both and you have twice chosen to stay.

Most providers make leaving expensive, because a client who cannot leave does not have to be kept happy. We would rather earn month ten than enforce it.

Getting started

The first conversation is a 15 minute scoping call, not a sales pitch. We look at what you run now, how many users, how many servers, what compliance sits on you, and whether a managed plan is even the right answer at your size. Sometimes it is not, and we will tell you.

You will leave that call with an indicative monthly figure, whether or not you go any further.

If you want a number before you talk to anyone, you already have it. A ten person business on Remote IT Support is $750 a month excluding GST, priced at August 2026. Onboarding is charged separately, at one month’s fee on Remote and Managed and two months’ fee on Fully Managed and Complete, and it takes about that long as well. Beyond that, the price on this page is the price on the proposal.

Call 0800 242 206 or book a 15 minute scoping call.

A note on what these targets do and do not cover

Our service level targets measure what OxygenIT controls. Some things sit outside that, and no provider who tells you otherwise is being straight with you.

The response targets still apply in every case below. You will hear from a real person inside the stated time and you will be kept informed. The resolution target is what external events can put out of reach.

1. A cloud provider outage. If Microsoft 365, Azure or another platform is down, the fix is theirs. We will confirm it, tell you what is affected, work around it where a workaround exists, and keep you updated until it clears.
2. An internet or carrier fault, at your site or in the network between us.
3. A power outage or a natural event.
4. Hardware failure where we are waiting on a part or a vendor. We can diagnose in minutes and still be waiting days for a courier.
5. Third-party software where we are not the vendor. We will drive their support process, but their resolution time is theirs.
6. Access we do not have. If nobody is on site to let an engineer in, or a system owner is unreachable to approve a change, the clock is not ours.

In practice these are rare. We record them, they show in your monthly reporting with the cause named, and the difference between a target missed for a reason and a target missed for no reason is the whole point of measuring at all.