inSUPPORT supports retail trading hours. Our Retail Support tier is IT support for businesses that don't operate on a standard Monday to Friday, nine to five. It runs Monday to Friday from 8:30am to 5:30pm, stays open until 9:00pm on Thursday and Friday, and covers Saturday from 8:30am to 12:00pm. It costs $100 per user per month, and the remediation your audit finds is included in your support fee, not billed back as a surprise project.
That tier exists because inSUPPORT came out of retail IT. We are part of Real Innovation Group, originally Retail Innovation Group Australasia, and the Thursday night and Saturday morning hours are on the price list because retail is where we started.
Retail Support is for retailers and multi-site operators whose busiest hours are the ones most helpdesks are closed for. If your support agreement stops at 5:30pm and your late-night trade starts at six, the hours when your systems are carrying the most money are the hours nobody is contracted to answer. That gap is written into the agreement in plain sight, in the clause that sets the support hours.
We work with Australian businesses of roughly 30 to 300 users. Before you talk to anyone, it is worth doing a five-minute check: write your contracted support hours on one line and your real trading hours underneath, late nights and Saturdays included. The hours you trade with no support are your exposure, and you can count them. We walk through that check in Why Your IT Support Closes When Your Shop Is Busiest.
These are the Retail Support hours as published on our pricing page.
If you trade on Saturday afternoons, on Sundays or later than 9:00pm, look at Complete Support instead. It runs 24 hours a day, 7 days a week, at $135 per user per month. Business Support, at $68 per user per month, covers Monday to Friday from 8:30am to 5:30pm and suits a business whose trading week matches the office week. Pick the band that matches the hours your tills are actually open. If you are weighing a wider band against on-call arrangements or carrying the gap yourself, we compare all four options in Our Helpdesk Closes at 5:30 and We Trade Until 9. What Are the Actual Options?
Our pricing page lists three inclusions against Retail Support.
We watch your critical systems, so a problem can be picked up before somebody at the counter has to ring it in.
The remediation your audit finds is included in your support fee. There is no second quote for fixing what the audit found.
Technology strategy and representation at leadership level, so IT is in the room when you are planning.
The full inclusions matrix, covering monitoring and management, helpdesk services, vendor management, strategy and business continuity, sits on the pricing page. The $100 is the support component. Backup, security-awareness education and the other extras listed on the pricing page are separate line items on your quote, so you can see what each one costs and choose them clearly.
We aim for minimal disruption to your team, and onboarding has no requirements from your previous provider. It runs in three steps.
During the initial onboarding we attend your site to document how you operate, work through a checklist, inspect whether the infrastructure is suitable, meet the key stakeholders and do the general IT housekeeping. Once onboarding is done, support is remote-first, and the need to come back on site should be minimal.
Retail is where we came from, and our client list reads like a walk through a shopping centre. inSUPPORT works with Sheridan, BONDS, MUJI, T2 Tea Australia, Bras N Things and Champion.
Some relationships run a long way back. Instant Windscreens & Tinting is one of our longest-standing clients, a 16-year relationship, with around 300 frontline workers brought up to standard with managed devices and accounts.
Why Your IT Support Closes When Your Shop Is Busiest: the five-minute check that shows how many of your trading hours have no support behind them.
Our Helpdesk Closes at 5:30 and We Trade Until 9. What Are the Actual Options?: a wider contracted band, paid on-call, a desk that does not close, or a gap you carry on purpose, compared.
Cyber Strength Audit: what the audit covers and what you walk away with.
Monday to Friday from 8:30am to 5:30pm, extended to 9:00pm on Thursday and Friday, and Saturday from 8:30am to 12:00pm. Sunday is not part of the Retail hours. If you need Saturday afternoon, Sunday or overnight cover, the Complete Support tier runs 24 hours a day, 7 days a week.
Retail Support is $100 per user per month for the support component. The remediation your audit finds is included in that fee. Backup, security-awareness education and the other extras listed on the pricing page are separate line items on your quote, so you can see what each one costs.
Our pricing page lists Proactive Monitoring, Security Remediation and Virtual CIO against Retail Support, and the full inclusions matrix sits on the same page. Virtual CIO gives you technology strategy and representation at leadership level, so IT is in the room when you are planning.
Yes, during onboarding. We attend your site to document how you operate, work through a checklist, inspect whether the infrastructure is suitable, meet the key stakeholders and do the general IT housekeeping. After that, support is remote-first, and the need to come back on site should be minimal.
No. Our onboarding has no requirements from your previous provider, and we aim for minimal disruption to your team. If you want us to deal with the outgoing provider directly, we will handle that technical conversation and keep you out of the middle of it.
Yes, provided they run an operating system the vendor still supports and are still under manufacturer warranty. Anything that falls outside that, we flag during the audit and tell you which machines and why.
Start with a Cyber Strength Audit. It shows where your environment stands, and the remediation it finds is included in the support fee once you are on a plan. Book a time with one of our team, or start the audit yourself.
