Frequently Asked Questions

Who do you mainly support?

We mainly support small businesses of 1 to 30 people across Sydney, and one-person businesses are welcome. We can look after larger teams too, and we'll tell you honestly in the first conversation whether we're the right fit. The best fit is usually a business that values direct communication, practical advice and a clearer understanding of its technology.

Which areas do you support?

We support small businesses across Sydney through remote support, with onsite assistance available where agreed and practical.

We can also support existing Australian clients with interstate operations or overseas staff, once that's scoped and agreed.

Is support remote, onsite or both?

Both. Most work is remote; onsite visits are arranged when the job needs one.

What are your business hours?

Monday to Friday, 8:00 am to 6:00 pm, Sydney time.

Weekends and public holidays: by appointment, arranged in advance.

If you need cover outside these hours, we can build it into your support agreement. Without that, we'll still help in the evenings when we can, but we can't guarantee it.

What types of IT work do you provide?

Ongoing managed support, defined projects, prepaid block hours, one-off health checks and individual requests. Which one fits depends on your business and the work.

How much does it cost?

We don't publish a price list, because the right figure depends on the work and the arrangement.

Ongoing support has a regular monthly fee, usually worked out per user, so you know what the regular bill will be. Projects, hardware and anything outside your agreement are quoted and agreed before we start.

Do we have to sign a long contract?

No set contract applies to everyone. You can start with one service, like email or backup, and add more later. Any minimum term or notice period is agreed with you and written down before anything starts.

Can you take over from our current IT provider?

Yes. We work with you to collect the admin access, licences and records you need, and plan the handover so nothing is switched off before it's replaced. If your current provider holds accounts in their own name, it's worth sorting that out early.

Can you help with Microsoft 365?

Yes. We look after Exchange Online, Teams, SharePoint, OneDrive, Entra ID, user administration, shared mailboxes, permissions, licensing, migrations and connected applications. What's possible depends on your licences and what we've agreed.

Can you supply hardware, phones and other services?

Yes. We can supply business computers and accessories, network equipment and firewalls, VoIP phone systems, 4G or 5G backup internet, domain names, email and website hosting, and business software. You're also welcome to buy elsewhere. If you do, talk to us first so we can check it will work with your setup.

We look after email. If we host your website, the site itself is built and maintained by your web developer. For domains, we'll agree when it's set up who holds the account and who looks after renewals.

What does practical cybersecurity support include?

We help with MFA, identity and access controls, endpoint protection, patching, administrative controls, selected Microsoft 365 settings, security-baseline improvement and technical evidence where available.

What we can set up depends on the licences and tools you have. Some protections need a higher Microsoft licence or an extra product. We'll tell you what's needed and what it costs before you decide. If you choose not to go ahead, we'll note that gap in writing so everyone knows where things stand.

We don't promise complete protection, and we're not a SOC, MDR, forensic-investigation or formal compliance service.

Can you help with the Essential Eight?

Yes. The Essential Eight is a set of eight security basics recommended by the Australian Government's cyber security agency, the Australian Signals Directorate. In plain terms, they are:

• keeping your apps up to date;
• keeping Windows and other operating systems up to date;
• multi-factor authentication;
• regular backups;
• limiting who has admin access;
• controlling which programs are allowed to run;
• locking down Microsoft Office macros; and
• hardening web browsers and other everyday apps.

It isn't a legal requirement for most private businesses. Federal government agencies have to follow it, and some clients, government contracts and cyber insurers may ask how you measure up. Even if nobody asks, it's a sensible checklist for any business.

We use it as a practical guide and can help you work towards it. How far you get depends on your licences, your devices and which controls you choose to put in place.

We don't certify or audit compliance. That needs an independent assessor, and we can introduce you to one.

Does backup guarantee recovery?

No. Backup reduces risk but does not guarantee recovery, zero data loss, uninterrupted operation or a particular recovery time.

Coverage, retention, monitoring, testing and restore responsibilities depend on the agreed arrangement and systems involved.

Can you work with another software or service vendor?

Yes, where authorised and in scope. We may help collect technical information, explain the issue, configure the business side of a service and coordinate with an outside provider.

We don't control another vendor's availability, response or outcome.

Can I bring an idea or recommendation from an AI tool?

Yes. Bring us suggestions from ChatGPT, Claude, Copilot, Gemini, documentation, vendors or wherever else you found them.

An answer can be technically possible without being right for your business. We weigh the idea against what you're already running, permissions, data, security, licensing, dependencies, budget and intended outcome before anything is agreed.

What happens in the complimentary 30-minute conversation?

The conversation helps us understand the business, the broad concern or planned change, and whether the request looks like a good fit.

It's not a free audit, detailed diagnosis, security assessment, complete project plan or a guarantee that we'll accept the work.

How do existing clients request support?

Call 1300 2 FREAK or email support@cyberfreak.com.au. If you already have a usual way of reaching us, keep using it. Please don't use the contact form for support: it's for new enquiries and goes to a different inbox.

How quickly do you respond?

We don't publish a fixed response time, because it depends on what's happening and what's in your agreement. During business hours we deal with urgent problems first, and we'll keep you updated on where your request is up to.

Are you available 24/7?

No. We work business hours and don't offer 24/7 support or monitoring.

Our hours are Monday to Friday, 8:00 am to 6:00 pm, Sydney time, with weekends and public holidays by appointment. If you need cover outside these hours, we can build it into your support agreement.

We're not a client yet and something's gone wrong. Can you help?

Call 1300 2 FREAK, Monday to Friday, 8:00 am to 6:00 pm. We'll tell you as soon as we can whether we can help, and who to call if we can't.

If we can help, we'll agree the scope and cost with you on the phone before we start.

Can I send passwords or sensitive information through the website?

Please don't send passwords, MFA codes, recovery codes, confidential information, sensitive incident evidence or regulated data through an ordinary website form or email.