If it's on your bill, it's in your report.
Every line item is traceable to a ticket, a procurement order, or a contracted service. Monthly statements come with a one-page executive summary.
About the company
An engineering-first MSP, Australian-owned and based in Western Sydney.
We were founded in 2013 by people who'd worked inside the businesses we now serve — practices, firms, factories. The thesis hasn't changed: a stable IT framework should be invisible, and proof of that should be on the bill.
Why we started
By 2013, the IT services market in Western Sydney was crowded with two kinds of vendor: the global outsourcer that wouldn't return a call under a thousand dollars, and the one-person shop that disappeared on weekends. Neither worked for the businesses we knew best — clinics, law firms, family-run manufacturers — where an outage on a Tuesday morning was a real, expensive problem.
We built Complete Uptime Solutions around a simple promise: senior engineers on the phone, fixed monthly pricing, and metrics we'd publish whether you asked for them or not.
How we operate
Every client gets a named lead engineer who knows your environment — your line-of-business apps, your vendors, the cupboard the modem lives in. Tickets are triaged within minutes, not hours. Backups are tested with a real restore on a real schedule. Disaster recovery is drilled twice a year on a Saturday. The monthly report you receive is the same one we use internally.
What we won't do
- Charge per ticket. Per-seat pricing aligns our incentives with your stability.
- Lock you into multi-year contracts. 30-day cancellation on every managed plan.
- Outsource the help desk offshore. Every call is answered by an engineer in Sydney.
How we work
Four operating principles we won't compromise on.
Your first call is to an engineer, not a triage script.
The minimum experience on our help desk is five years in production environments. There is no L1 / L2 / L3 — there's the engineer who picks up.
Every environment has a runbook we'd hand to a stranger.
If your lead engineer is on leave, the next engineer in can resolve a P1 without asking you a single configuration question.
Recovery is rehearsed, not assumed.
DR drills run twice a year on a Saturday. We restore from cold storage to a sandbox, time it, and publish the report with the next month's invoice.
Talk to us
A no-pitch conversation with the engineer who'd own the work.
Tell us roughly what your environment looks like and what's prompting the call. We'll come back with a written response — and book a call only if you ask for one.