How to Engage Us
Technical Support
Pay per incident when something breaks, or pay one fixed monthly fee and let us stop problems before they start. Either way, our engineers fix most things over the phone.
- Pay-as-you-go or monthly plan
- Most fixes done by phone
- On-site visits when needed
- Helpline and ticketing system
Technical support from Solution Squad gives Auckland businesses two ways to engage our engineers: Pay-As-You-Go, where you pay per incident, or Proactive Support, a fixed monthly plan that stops problems before they interrupt work. Some businesses only want help when something breaks; others want their systems monitored, patched and maintained all year round. Both models are backed by the same helpline, ticketing system and East Tāmaki-based team, founded in 2019. This page explains how each engagement model works, so you can choose the right fit for your business.
What's Included
What we deliver
Helpline and ticketing
Log issues through our support helpline or ticketing system. Every request is tracked, so nothing slips through the cracks.
Phone-first fixes
Our skilled support engineers resolve most problems remotely over the phone — no waiting for a call-out.
On-site when it matters
If an issue can't be fixed remotely, an engineer visits your site and sorts it in person.
Pay per incident
Pay-As-You-Go support covers remote and on-site assistance, break-fix work and user guidance with a 24/7 helpline. No monthly commitment.
Fixed monthly fee
Proactive Support gives you monitoring, patching and technical alerts for one predictable monthly cost.
Problems flagged early
We notify you about upcoming renewals and any weaknesses in your infrastructure — and phone you urgently if something serious comes up.
Two ways to work with us
There's no single right way to buy IT support, so we don't force one on you. Solution Squad offers two engagement models: Pay-As-You-Go, where you pay per incident, and Proactive Support, a fixed monthly contract that covers ongoing monitoring and maintenance.
Both models are backed by the same support helpline and ticketing system, and the same NZ-based engineers across our Auckland and Hamilton offices. Most issues are resolved over the phone; when they can't be, an engineer comes to you.
Pay-As-You-Go: pay per incident
Pay-As-You-Go suits businesses that only need help occasionally, or that have in-house IT and want expert backup for the tricky jobs. You pay for each incident we resolve — nothing more, and no monthly contract.
The model includes remote and on-site assistance, break-fix work, and user guidance with a 24/7 helpline. If a fault turns out to be failing equipment, we can also supply replacements from our business hardware and devices range, with NZD pricing in our online shop.
Proactive Support: one fixed monthly fee
Proactive Support flips the model: instead of paying to fix problems, you pay a fixed monthly contract fee and we work to prevent them. The plan covers monitoring, patching and technical alerts across your environment.
It starts with an initial assessment and IT health check. Our engineers install the necessary software, then hand over to our technical operations team, who monitor and update your IT so it stays compliant, secure and running smoothly. You'll be notified when renewals are coming up, warned about weaknesses or vulnerabilities in your infrastructure, and phoned urgently if anything serious appears. If you'd rather hand over the day-to-day running of your whole environment, our managed IT services take this a step further.
Which model is right for you?
If IT problems are rare and short-lived, Pay-As-You-Go keeps your costs tied to actual incidents. If your business depends on its systems every day, Proactive Support usually works out better: issues get caught before they interrupt work, and your spend is predictable.
Many clients start with Pay-As-You-Go and move to a monthly plan once they see the value. And if you're after the day-to-day helpdesk service itself — how we log, triage and resolve requests — see our IT support and helpdesk service. This page is about choosing how you engage us.
Our Approach
How we deliver Technical Support
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1
Initial assessment and IT health check
We assess your environment to understand what you run, where the risks sit and what needs attention first.
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2
Setup and handover
Our engineers install the necessary software, then hand your environment over to our technical operations team.
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3
Ongoing monitoring and updates
The team regularly monitors and updates your IT, keeping it compliant, secure and running smoothly.
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4
Alerts, renewals and escalation
You're notified ahead of renewals and warned about vulnerabilities. If a serious issue appears, you get an urgent phone call.
FAQs
Frequently asked questions
What's the difference between Pay-As-You-Go and Proactive Support?
Pay-As-You-Go is reactive: you pay per incident, and the model covers remote and on-site assistance, break-fix work and user guidance. Proactive Support is a fixed monthly contract that adds monitoring, patching and technical alerts, so many problems are caught before they affect your business.
When does a problem need an on-site visit instead of a remote fix?
Most technical support issues are resolved remotely by phone or remote access under either engagement model. An on-site visit is needed when the problem is physical — failed hardware, cabling or network faults, or new equipment being installed. Our engineers travel from East Tāmaki, Auckland, and on-site support is included in both Pay-As-You-Go and Proactive Support.
Is Pay-As-You-Go support worth it if we already have in-house IT?
Yes. Pay-As-You-Go technical support works well as backup for an in-house IT person or team: you call us in for the tricky jobs and pay per incident resolved, with no monthly commitment. The model covers remote and on-site assistance, break-fix work and user guidance, backed by our helpline and ticketing system.
Can I start on Pay-As-You-Go and switch to a monthly plan later?
Yes. Many businesses try Solution Squad on a per-incident basis first, then move to Proactive Support once they want ongoing monitoring and predictable monthly costs. When you switch, we run an initial assessment and IT health check so the plan is set up around what your business actually runs.
What happens during the initial IT health check?
The IT health check is the first step of Proactive Support. We assess your systems to identify weaknesses, vulnerabilities and upcoming renewals, then our engineers install the necessary monitoring software and hand over to our technical operations team, who monitor and update your environment so it stays compliant, secure and running smoothly.
How do I log a support request?
You can log a support request by calling 0800 900 777 or emailing support@solutionsquad.co.nz, and we'll raise a ticket for you. Every request goes through our ticketing system, so it's tracked from first contact to resolution and nothing slips through the cracks — under either engagement model.
What hours is technical support available?
Technical support runs Monday to Friday, 8:30am to 5:30pm from our Auckland office. Pay-As-You-Go clients also have access to a 24/7 helpline for user guidance, and clients on our monthly managed plans receive 24/7 support, so critical issues are covered around the clock.
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Ready to talk about technical support?
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Whether you need day-to-day support, a cloud migration, better security or faster internet, it starts with a conversation. We'll listen, review your current setup and give you practical recommendations you can act on.
- Response within one business day
- Plain-English advice, no jargon
- Clear written proposal before anything goes ahead
Prefer the phone?
0800 900 777