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Managed Technology  ·  Western Australia

How long is your team waiting on IT?

Staff stop logging tickets because waiting is worse than working around the problem. There is a faster way to run IT support, and it starts with knowing what your environment actually needs.

Book A Technology AuditSee the SLA structure
Help-desk · Open Tickets
4 open
  • M365 sign-in slow
    Logged 4h 00m ago
  • Printer offline (Site 2)
    Logged 1d 0h 00m ago
  • Cannot access SharePoint
    Logged 2d 0h 00m ago
  • Laptop freezing
    Logged 6h 00m ago
Typical queue at a business with no documented response SLA.
1 hour
P1 Response, Gold / Platinum
15 min
As low as · Enterprise, P1/P2
45%
Fewer Tickets · Trevor's Carpets
85%+
Customer Satisfaction since engagement

The Invisible Cost

Slow IT carries a cost that rarely appears on an invoice.

When response times slip, the cost doesn't disappear, it shifts. Into workarounds, unlogged tickets, and a gradual decline in how staff engage with support.

These costs are harder to see, but they are measurable, and they accumulate.

waterline

Visible

What appears on the invoice — response time, hours billed.

Responsive, Defined

Three things we do differently.

"Responsive" without numbers is marketing language. Here is what responsiveness actually looks like in a Wolfe Systems engagement.

Industry says

“We'll get back to you ASAP.”

ASAP is not a commitment. It is a hope.

Wolfe answer

15 min

Enterprise P1 response

Documented, measured, reported.

  • P1 response: 1 hr on Gold/Platinum, 15 min on Enterprise.
  • Defined per priority P1–P4, in writing.
  • Sits in your service agreement — not in fine print.

Industry says

“You'll be looked after by our friendly team.”

No name. No location. No accountability.

Wolfe answer

Perth

WA-based service team

Real names. Real desks. Real accountability.

  • Perth-based service team answers your call.
  • Direct line to engineers, not just dispatchers.
  • Familiar with WA business hours and realities.

Industry says

“We're on it. We'll keep you posted.”

You only learn what they choose to tell you.

Wolfe answer

Live dashboard

Self-serve ticket portal

Status and SLA, visible in real time.

  • Ticket dashboard you log into yourself.
  • Status, priority, and time-in-queue visible against SLA.
  • Monthly reporting on response performance.

Documented Response

Here is the number.

This is the response SLA. It is the same SLA every Wolfe Systems customer holds us to.

Fastest Response
Enterprise
24x7x365
P1 (Critical)
15 minutes
P2 (High)
15 minutes
P3 (Medium)
4 hours
P4 (Low)
8 hours
Platinum
Business hours
P1 (Critical)
1 hour
P2 (High)
2 hours
P3 (Medium)
8 hours
P4 (Low)
24 hours
Gold
Business hours
P1 (Critical)
1 hour
P2 (High)
2 hours
P3 (Medium)
8 hours
P4 (Low)
24 hours

What this means in practice

A P1 incident is something stopping the business, a site outage, multi-user M365 failure, a security incident. On Gold and Platinum we acknowledge and start working on it within 1 hour during business hours. On Enterprise we respond in as little as 15 minutes, day or night. Lower-priority tickets (P3, P4) have longer windows because they should — a printer driver isn't a business-stopping event.

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Proof

What happened when Trevor's Carpets switched.

Trevor's Carpets is a 75-person Perth retailer across four sites. Before Wolfe Systems, their IT support was technically there. Tickets got closed. Things got fixed. But response time was slow, recurring issues never quite got resolved, and staff had stopped logging tickets because waiting was worse than working around the problem.

When Wolfe Systems took over, the engagement came with a documented response SLA, a defined priority structure, and time-in-queue accountability built into the service agreement.

Within six months of switching to Wolfe Systems managed IT:

“Service quality improved immediatelyfollowing engagement.”

45%
Fewer support tickets within 6 months
99.9%+
Service availability achieved
85%+
Customer satisfaction rating since engagement

The Next Step

How do you know if your current support is up to standard?

Our Technology Audit reviews your full environment, but specifically for support readiness it surfaces:

Documented Response SLA

Whether your current provider has one, what it commits to, and whether they actually hit it.

Ticket Queue Health

Average time-in-queue, ticket-aging patterns, and whether priorities are being respected.

Escalation Paths

Who you can actually reach when something is urgent, after hours, and at multiple sites.

Staff Reliance Patterns

How much of your team has stopped logging tickets and is working around problems instead.

Investment · From $1,000

The Technology Audit is for WA businesses your size. You receive a plain-English written report. If you partner with us for managed IT after the audit, the audit fee is credited back. If you decide not to partner with us, you walk away with a robust plan to take to your existing IT to address the priorities and opportunities we've identified.

Book a Technology Audit Scoping Call

Book Your Scoping Call

Let's see if our SLA actually fits your environment.

A short, no-pressure scoping call — typically 20 minutes. We'll confirm:

  • Whether our response SLA fits how your business runs
  • Where your current support is letting you down
  • Whether a Technology Audit is the right next step

No commitment. No sales pressure. If we're not the right fit, we'll tell you on the call.

Book a Call

Get Your Free Scoping Call

Approximate Staff Count

Prefer to talk now? Call 1300 958 923

Common Questions

Frequently asked.

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