Direct Ownership.
Zero Escalation Loops.
Enterprise-grade support for complex environments. We own the outcome, eliminating vendor finger-pointing and ensuring absolute operational continuity for your entire infrastructure.
Urgent Faults (P1)
Immediate 24/7 access to Level 3 engineers for critical network, voice, or security outages. No gatekeepers.
1800 000 299Service Desk Portal
Log tickets, track real-time resolution progress, and access detailed incident reporting for compliance.
Network Status
Real-time visibility into core fibre, Business nbn®, and C9 Voice infrastructure performance across Australia.
What We Handle
C9 eliminates the "MSP gap" by owning the entire technology stack. We don't refer you to third parties; we manage them.
End-User Support
Full helpdesk coverage for your team, including desktop, hardware, and peripheral troubleshooting.
Network & SD-WAN
End-to-end management of core connectivity, routing, and multi-site network performance.
Managed Infrastructure
24/7 monitoring and maintenance of on-premise and cloud server environments.
Microsoft 365 & SaaS
Identity management, licensing optimization, and application-level support for cloud suites.
Security Incidents
Rapid response to security events, including EDR alerts, phishing attempts, and data threats.
Vendor Coordination
We act as your single point of contact for ISPs, hardware vendors, and software providers.
Response Expectations
Our support is governed by strict, contractually-backed response times. We measure success by time-to-resolution, not just time-to-first-response.
Priority 1 (Critical)
Total site outage or critical security breach. Immediate Level 3 engineering assignment.
Priority 2 (High)
Significant performance degradation or individual department downtime. Business-hours resolution path.
Priority 3 (Normal)
Non-critical issues, feature requests, or minor configuration changes and user adds/moves.
One operational owner. One escalation path.
Infrastructure Uptime
We take direct responsibility for your infrastructure uptime within SLA scope, proactively managing system health to prevent downtime.
Incident Coordination
No more managing dozens of technical contacts. We coordinate incident response across all IT and telco vendors on your behalf.
Root-Cause Ownership
We don’t just fix symptoms. We own the root-cause analysis and ensure long-term stability across your entire environment.
Escalation Management
Direct access to senior Australian engineers. No ticket queues or offshore runaround when critical systems are at risk.
Unified Response
A single operational command layer for your business. Consistent reporting, communication, and resolution structure.
Predictable Behaviour
Transformation from reactive "break-fix" support to a controlled system with defined performance benchmarks.
Direct Engineer Audit. Operational Control Layer.
The C9 Incident Management Protocol
We apply a disciplined engineering approach to every support request. No issue is resolved without root-cause analysis for P1 events.
Immediate Logging
Every request is timestamped and assigned a unique ticket ID instantly.
Technical Triage
Engineers, not dispatchers, assess the impact and verify priority levels.
Active Resolution
Engineers work to fix or provide a workaround within SLA parameters.
Verification & Reporting
The user confirms resolution, and the case is documented for service reviews.
Security Incident Response
Our Security Incident Response (SIR) team operates under a separate, high-velocity protocol for all security events.
- Immediate containment procedures
- Threat analysis & forensic logging
- Direct escalation to AU-Managed SOC
- Post-incident governance reporting
Frequently Asked Questions
We own the coordination. We deal with the third-party vendor until the issue is resolved, providing you with updates so you don't have to manage them yourself. Our role is to ensure they meet their eSLA obligations to you.
Ready for Operational Certainty?
Experience the difference of a support team that takes ownership. Contact us today to review our Managed Service agreements.
Looking to switch providers?
Our AU-managed experts are ready to design your solution.