PB Tech Managed Services
Most managed service providers are still working out what to say about AI. We answer PB Tech's own customer services line with it, around 4,000 calls a month, in production. Then we hand you the same capability as a module you can switch on below.
For an organisation of 150 seats
per seat, per month, excluding GST
$7,500 a month total · $90,000 a year
Move the slider. The price is real, it is on this page, and it is the same price we quote in a tender.
The New Zealand mid-market has been served the same managed service for fifteen years. A shared inbox. A support number that goes to voicemail at 5:01pm. A quarterly report nobody reads. Pricing you cannot see until you have sat through two meetings, and which turns out to be a per-user rate with three asterisks attached to it.
Meanwhile the work has changed. Your staff are on Teams, on their own devices, on the road. Your biggest risk is not a failed server, it is a phished credential at 11pm on a Sunday. And the gap between what you are paying for and what you actually need has quietly become the most expensive line in your IT budget.
Nobody answers after hours. 128 hours a week where your only option is voicemail and hope.
The price is a secret. Which usually means the price is negotiable, which usually means someone is paying too much.
The support is somewhere else. Increasingly, "24/7 coverage" means a night shift in another timezone reading a script.
We are not reselling somebody else's AI product with our logo on it. We built a voice platform, we run it on our own operation first, and the efficiency it creates goes back into the service.
01
Aura AI answers PB Tech's own customer services line. About 4,000 calls a month. It is not a pilot, a lab, or a slide. It is our production front door, and it has been for months. Everything we offer you has already survived contact with our own customers.
02
Thirty-plus engineers, all here, across twenty branches. No offshored service desk, no offshored engineering, no night shift in another country pretending to be local. When you call at 2am on a Priority 1, you get a senior PB Tech engineer.
03
Our per-seat rate, our service levels, our professional services rate card. Published. You can build your entire service and know the price before you speak to a salesperson. We think that should be normal.
Not a discount. If we cut the price every time we got better at something, we would be running the same race to the bottom as everyone else, and the service would get worse to match.
It buys you more inside the same monthly fee. Trend analysis across your whole ticket history, done properly, every month, because our engineers are not hand-counting tickets. Root cause work on your repeat issues instead of just closing them again. Proactive automation that removes the ticket before you raise it. Work that most providers scope as a chargeable project sits inside your monthly fee here, because it costs us less to do.
That is the trade. Same rate, more service.
The core service covers the whole estate. Below that, the modules are yours to choose.
Phone, email, portal and live chat, 7:00am to 6:00pm weekdays, staffed by Level 2 and above engineers who fix on first contact wherever they can. A 24/7 critical incident line routes Priority 1 straight to an on-call senior engineer.
Tenant administration, Exchange, Teams, SharePoint and OneDrive, Entra ID with risk-based Conditional Access and enforced MFA, and Intune for policy, compliance and app deployment across Windows, Android and iOS.
Huntress MDR, ITDR and SIEM, Microsoft Defender management, and CIPP for tenant policy standardisation and drift detection. Not an add-on team you get escalated to. The same people who answer your calls.
Automated patching through NinjaOne with pilot rings and out-of-hours deployment, endpoint health monitoring, and full lifecycle support for laptops, desktops, mobiles and peripherals.
Your own catalogue at your own pricing. Every device unboxed, asset-tagged and Autopilot-enrolled at our Auckland provisioning centre before it ships. New Zealand's largest hardware repair operation behind it.
A named account manager, monthly service reporting with CSAT scored at every ticket close, and a quarterly business review covering performance, risk, roadmap, licensing and cost.
Aura AI is our own voice platform. On a managed service account it sits in front of the service desk as a first-line triage layer.
It answers. It works out who is calling against your Entra ID directory. It resolves what it can resolve, which is a surprising amount, because a large share of what reaches a service desk is a password, a lockout, or a question already answered in your knowledge base. Everything else it raises as a ticket in HaloPSA with the priority, the site and the category already set, then hands the caller to a human engineer with the full transcript attached so nobody has to explain themselves twice.
$5 per seat per month. Five minutes per seat included, pooled across your account.
After hours stops being a gap. The 128 hours a week you currently cover with voicemail are covered.
Priority 1 gets picked up immediately. No queue, no hold music, no waiting for someone to check the inbox.
Password resets stop eating your ticket volume. They are handled end to end, verified against your directory.
Your engineers get context, not a callback list. Every escalated call arrives with a transcript and a classified ticket.
The agent operates inside strict knowledge fencing. It answers from your approved knowledge base and your approved actions, and nothing else. It does not improvise, and where it is uncertain it escalates rather than guesses.
Conversation transcripts and reporting data are held in PostgreSQL on AWS in Sydney, operated from our Auckland infrastructure. Real-time voice and language processing runs through our platform providers under an EU data residency configuration. Both are cross-border disclosures under the Privacy Act 2020 and we declare them rather than bury them. AES-256 at rest, TLS 1.3 in transit, 30-day default retention, and a zero-retention configuration available on request. No customer content is used to train any provider's model.
Switch the modules on and off. The number updates. This is the same rate card we submit in a tender, so what you see here is what you would sign.
For an organisation of 150 seats
Indicative, based on organisations of a similar size and profile. Your actual volumes are confirmed at the scoping call.
Onboarding and transition waived, saving $12,500.
Your configuration comes to
per seat, per month, excluding GST
$7,500 per month · $90,000 per year · excluding GST
Microsoft licences, hardware and scoped project work are billed separately and at cost plus an agreed, disclosed margin. There is no minimum seat commitment beyond your agreed base, and rates move proportionally as your headcount does.
These are the response and restore targets in our standard service schedule. Priority 1 and security incidents are handled around the clock; everything else is measured within standard service hours.
| Category | Response | Resolution | Attainment |
|---|---|---|---|
| Priority 1Critical incident | 30 minutes | 3 hours | 100% |
| Priority 2High priority | 1 hour | 5 hours | 95%, 100% within 8 hours |
| Priority 3Medium priority | 1 hour | 24 hours | 90% |
| Priority 4Low priority | 1 hour | 5 business days | |
| Standard service request | 4 hours | 2 business days | |
| Password reset or access issue | 15 minutes | 1 hour | |
| Security incident | Immediate, 24/7 | Containment on detection | |
| On-site dispatch | - | Next business day |
Where we sustain a shortfall against these targets we conduct a root cause analysis, deliver a corrective action plan against defined timelines, and credit up to 10% of the monthly managed service fee. We would rather fix the problem than pay the penalty, and we report SLA performance monthly whether you ask for it or not.
Routine in-scope work is covered by your monthly fee, not charged hourly. These rates apply to scoped project work only.
| Role | Rate / hour |
|---|---|
| Project Manager | $220 |
| Business Analyst | $220 |
| Solution Architect | $220 |
| Security Consultant | $220 |
| Cloud / Modern Workplace Engineer | $200 |
| Network Engineer | $200 |
| Developer / Integration Engineer | $250 |
| Data / Reporting Specialist | $220 |
| Trainer / Change Manager | $180 |
| On-site field engineer | $185 · $277.5 after hours |
| AI Consultant | $300 |
After-hours emergency call-outs carry a $350 minimum plus a two-hour minimum at the applicable rate.
1993
Founded, New Zealand owned, privately held
$1B+
Annual revenue
1,000+
Staff, all New Zealand based
20
Branches nationwide
90+
Organisations under management
30+
Managed services engineers, none offshored
$185M
Of our own stock held, not a distributor's
10,000
Devices staged and provisioned every month
Designated Microsoft Solutions Partner and New Zealand's largest Microsoft Cloud Solution Provider. MBIE-vetted All-of-Government IT hardware supplier. Certified across Cisco Meraki, HPE Aruba, Fortinet, Palo Alto, Sophos, VMware, Veeam and AWS. Our ITSM platform is SOC 2 compliant and hosted in the ANZ region.
A national animal welfare charity. 800 staff and 4,000 volunteers across 28 centres and more than 96 retail shops. Distributed retail plus a mobile field workforce, cloud-first Microsoft 365, charitable licensing optimisation.
A multi-entity professional services group. 175 seats across several legal entities, cloud-native Microsoft 365, Intune and Autopilot deployment, security uplift.
A nationwide adult education provider. 150 seats across 22 sites, highly distributed, mixed technical confidence across the user base.
We have done this often enough to have it down to a repeatable sequence, including the awkward part where we have to work alongside the provider you are leaving.
Contract and kick-off. Week 1.
Introductions with your internal IT, access planning, stakeholder mapping.
Discovery. Weeks 2 to 3.
We take your documentation and your historical tickets, meet your site leads, and get least-privilege administrative access to Microsoft 365, Entra ID, Intune and your key applications.
Tooling and configuration. Weeks 3 to 6.
HaloPSA configured to your structure, routing, request types and SLAs. NinjaOne and Huntress deployed. Knowledge base built. Backups adopted and validated.
Go-live. Week 7.
Service desk live, staff communications sent, users pointed at the new portal.
Hypercare. Four weeks following.
Elevated resourcing, daily stand-ups with your team, and rapid tuning of routing and configuration against real ticket data.
We will run a parallel period with your outgoing provider, hold joint handover sessions, and share ticketing during cutover so nothing in flight gets dropped. It is rarely comfortable. It is always worth doing properly.
Everything in the core service block, for every one of your staff, every month. Second and third line engineering, Microsoft 365 and identity administration, monitoring, patching, reporting and account management are all inside it. What sits outside it is Microsoft licensing, hardware, and scoped project work, all of which we price separately and disclose.
Yes. It is the same rate card we put into a formal tender. Where your requirements genuinely differ, for example an unusual site footprint or a regulated environment, we will tell you at the scoping call rather than after you have signed.
No. Service desk and engineering are delivered entirely by PB Tech employees in New Zealand. In regions without a nearby branch we use a vetted New Zealand nationwide partner network for on-site work only.
It escalates to a human engineer with the transcript and a classified ticket already raised. It is designed to hand over early rather than persist. Callers can also ask for a person at any point in the conversation.
It operates inside knowledge fencing, meaning it can only draw on the knowledge base and actions you have approved. Where it is not confident, it escalates instead of guessing.
Transcripts and reporting data are held on AWS in Sydney, and voice and language processing runs under an EU data residency configuration. Both are cross-border disclosures under the Privacy Act 2020 and are set out in full in our Privacy and Data Processing Terms. Default retention is 30 days, a zero-retention configuration is available, and no customer content is used to train any provider's model.
The allowance is set at roughly five times what an organisation of your size typically uses, so in practice it is not a live issue. Where usage runs beyond it, overage is billed at the rate set out in your service schedule and we will have flagged the trend at your monthly report long before it appears on an invoice.
Yes. Modules can be added at any point and are reconciled at your next quarterly review.
36 months is standard and waives the $12,500 onboarding and transition fee. 24 months is available on request. Either party can terminate on 90 days written notice without cause. Rates are indexed annually to CPI.
Seven weeks from signature to go-live is our standard sequence. We can compress it where there is a commercial deadline, and we will be honest about what that costs in transition risk.
The scoping call is not a pitch. We validate your seat and device counts, look at what you have got, work out what actually needs to change, and confirm whether the number on this page holds for you. If we are not the right fit we will say so on the call rather than three meetings later.
What to bring: Your seat count, a rough device count, your current Microsoft licence mix if you know it, and whatever is annoying you most about your current setup.
Book a scoping call
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Book a scoping callPrefer email? itsupport@pbtech.co.nz · 09 886 6585