KoalaFix and your IT provider. Better together.

How much does IT support cost per user in Australia?

Published Australian MSP guides commonly put managed support in the low hundreds per user each month, with higher tiers around A$350. These are indicative ranges, not comparable quotes. Inclusions, locations, minimums, GST treatment and support commitments vary.

• Precision IT: A$100 to A$250 per user per month for its per-user managed-services example.
• Intellect IT: A$100 to A$280 for standard packages; its fully managed guide uses A$120 to A$280.
• Communicat: A$60 to A$200 per user per month for Melbourne businesses.
• AyeTech: A$149 to A$349 per user per month across managed-support tiers.
• Grassroots IT: A$100 to A$150 per computer or user per month as a Brisbane rule of thumb.

Sources checked 3 September 2026. Recheck the linked guides when requesting quotes.

KoalaFix is A$35 or US$25 per managed user per month. The 30-day free trial needs no credit card. See the pricing page for the current offer.

01 · The short answer.

If your team uses Microsoft 365 and you're paying an MSP mostly to deal with OneDrive, Outlook, Teams, password resets, and the long tail of Windows weirdness, KoalaFix may automate a meaningful slice of that work for a fixed price per managed user.

You still want an MSP if you have on-prem servers, a complicated network, hardware you need replaced, or someone who has to physically turn up. KoalaFix doesn't drive a van.

Most SMBs we talk to land on a smaller MSP retainer plus KoalaFix, not one or the other.

02 · What each one actually does.

An MSP is people. You raise a ticket, a person reads it, a person calls you back, a person remotes in. The good ones are excellent. The slow ones are why you're reading this page.

KoalaFix is software. You click the koala in your system tray, describe the problem in plain English, the agent diagnoses on your machine, fixes what it can safely fix, and asks before doing anything that's not reversible. It works against the Microsoft 365 permissions the signed-in person already has, so it can never do anything you couldn't do yourself.

See the capability map for what runs automatically, what asks first, and what stays with a person.

03 · Speed to a fix.

Time-to-resolution is where the model breaks down for traditional MSPs, not because they're bad, but because a human in a queue can't beat a process that runs in your computer's tray.

• MSP, well-resourced. Ticket acknowledged in fifteen minutes to an hour. Phone or remote within the day. Most everyday issues resolved same-day.
• MSP, stretched. Acknowledged next morning. Worked next afternoon. Resolved, eventually.
• KoalaFix. Answer in seconds. Most fixes complete inside a minute. If the agent can't fix it, it tells you that and lays out what it tried. No waiting on a callback to find out you've been waiting for nothing.

The unsexy truth: most small-team IT tickets aren't hard. They're just time-sensitive and annoyingly numerous. That's exactly the class an agent eats.

04 · Cost, side by side.

KoalaFix is A$35 or US$25 per managed user per month. Start with a 30-day free trial, with no credit card required.

An MSP quote depends on coverage, service levels, hardware and projects. Compare the scope as well as the price: KoalaFix automates supported everyday issues, while an MSP provides human and onsite services.

05 · Where humans still win.

The MSP wins on anything where a person needs to make a judgement call, lay hands on something, or own a piece of infrastructure that isn't pure Microsoft 365.

• Hardware. Failed drives, dead screens, replacement laptops.
• Network. Office Wi-Fi mesh, router/switch config, ISP escalation.
• On-prem servers. If any of your infrastructure still lives in your office, that's MSP territory.
• Procurement. Getting the right SKU, dealing with Microsoft licensing reps, sorting Adobe.
• Strategy. "Should we move from SharePoint to OneDrive" / "we want to roll out Intune" is a conversation, not a ticket.

06 · Where the agent wins.

KoalaFix wins anywhere the issue is reproducible, the fix is well-understood, and the cost of waiting is high. That describes most Microsoft 365 tickets you've ever logged.

• OneDrive, SharePoint, Teams, Outlook. The bread and butter. Sync, profile, cache, inbox rules, group membership.
• Password and licence chores. Resets, MFA, licence assignment, group adds and removes. With the right approvals, the agent does them in-app.
• "Where's my file". Cross-tenant search across the signed-in person's reach.
• The Windows long tail. Print spooler, DNS, Wi-Fi reconnect, Office repair, Windows Update stuck.
• After-hours. The agent doesn't keep AEST business hours. It's there at 11pm when the export to the client is due at 9am.
• Audit trail. Every action the agent took, on every machine, in a dashboard. The MSP's ticket history rarely reaches that resolution.

07 · You can have both.

One possible model is KoalaFix handling repeatable Windows and Microsoft 365 issues while an MSP covers the human, hardware and network work. The right split depends on your environment and the exact scope of the MSP agreement.

KoalaFix does not require you to replace an MSP. Use the Founder Call to map which responsibilities should remain with your existing provider.

Do I need an MSP at 10 to 30 people?

Headcount alone is not the deciding factor. If you need onsite work, infrastructure management, cybersecurity oversight or someone accountable for complex projects, keep those responsibilities with an MSP or qualified IT person. KoalaFix can handle supported, repeatable issues alongside them. KoalaFix starts at one managed user and there is no published upper limit, so headcount is not what rules it in or out.

08 · Which should you pick.

Honest recommendation, no spin:

• 1–10 managed users, cloud-first, Microsoft 365 only. Compare KoalaFix with the repeatable work currently handled by a founder, office manager or provider.
• 10–20 managed users with occasional hardware work. KoalaFix and an MSP may complement each other if their responsibilities are clearly separated.
• 20–100 managed users with compliance or project needs. Keep strategic, manual and onsite work in human hands, and assess KoalaFix for repeatable support issues.
• More than 100 managed users. Same price per managed user. Book a call and we will walk through the rollout with you.

Book a 30-minute Founder Call →