Nobody answers after hours.
128 hours a week where your only option is voicemail and hope.
PB Tech Managed Services
We put AI on our own service deskbefore we put it on yours.
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.
Published pricingPublished service levelsNo offshored supportAura AI in production
For an organisation of
150 seats
Move the slider. The price is real, it is on this page, and it is the same price we quote in a tender.
Your service comes to
$50.00
per seat, per month, excluding GST
$7,500 a month · $90,000 a year
The state of play
You are probably paying for a ticket queue and calling it a partnership.
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. Pricing you cannot see until you have sat through two meetings.
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.
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.
Why we are not the same
AI-native is an operating model, not a feature we bolted on.
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
We run it on ourselves
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.
02
Every engineer is in New Zealand
Thirty-plus engineers, all here, across twenty branches. No offshored service desk, no offshored engineering. When you call at 2am on a Priority 1, you get a senior PB Tech engineer.
03
The numbers are on this page
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.
So what does the efficiency actually buy you?
Not a discount. It buys you more inside the same monthly fee. Trend analysis across your whole ticket history, every month. Root cause work on 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 service
One partner, one service desk, one number to call.
The core service covers the whole estate. Below that, the modules are yours to choose.
Service desk
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.
Microsoft 365 and identity
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.
Security, embedded
Huntress MDR, ITDR and SIEM, Microsoft Defender management, and CIPP for tenant policy standardisation. Not an add-on team you get escalated to. The same people who answer your calls.
Endpoints and patching
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.
Procurement and logistics
Your own catalogue at your own pricing. Every device unboxed, asset-tagged and Autopilot-enrolled at our Auckland provisioning centre before it ships.
Governance
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.
The module nobody else has
Your support line, answered in under ten seconds. Any hour of any day.
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.
01
Answer
24/7 answer on your support line, no voicemail
02
Identify
Caller identification against Entra ID
03
Resolve
Password resets and account unlocks handled end to end
04
Escalate
Warm handoff to a human engineer with full call context
What it changes
- 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.
$5 per seat per month. Five minutes per seat included, pooled across your account.
It only knows what you let it know.
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.
Where the data sits, in full
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.
Build it
Everything, priced, on one page.
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
- tickets a month at your size
- 90
- tickets a month at your size
- of those arrive by phone
- 36
- of those arrive by phone
- hours a week you are uncovered
- 128
- hours a week you are uncovered
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.
150 seats · 7 modules · 36 months
$50.00
per seat, per month, excluding GST
$7,500 per month · $90,000 per year
Microsoft licences, hardware and scoped project work are billed separately and at cost plus an agreed, disclosed margin. Rates move proportionally as your headcount does.
What we commit to
Published targets, and what happens when we miss.
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 |
When we miss
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.
Professional services rate card
Routine in-scope work is covered by your monthly fee, not charged hourly. These rates apply to scoped project work only.
See the hourly rates
| 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 a/h |
| AI Consultant | $300 |
After-hours emergency call-outs carry a $350 minimum plus a two-hour minimum at the applicable rate.
Who is behind it
A thirty-year-old New Zealand company, not a startup with a support inbox.
1993
Founded, New Zealand owned
$1B+
Annual revenue
1,000+
Staff, all New Zealand based
20
Branches nationwide
90+
Organisations under management
30+
Engineers, none offshored
$185M
Of our own stock held
10,000
Devices staged 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.
Environments that look like yours
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.
Getting there
Seven weeks from signature to go-live.
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.
- 1
Contract and kick-off
Week 1
Introductions with your internal IT, access planning, stakeholder mapping.
- 2
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.
- 3
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.
- 4
Go-live
Week 7
Service desk live, staff communications sent, users pointed at the new portal.
- 5
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.
Questions
The things people ask us first.
What exactly does the per-seat price cover?
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.
Is the price on this page really the price?
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.
Do you offshore any part of the service?
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.
What happens when Aura AI cannot resolve a call?
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.
Will Aura AI answer things it should not?
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.
What happens to our call recordings and transcripts?
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.
What if the included Aura minutes are not enough?
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.
Can we start with the core service and add modules later?
Yes. Modules can be added at any point and are reconciled at your next quarterly review.
What is the commitment?
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.
How quickly can you start?
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.
Next step
An hour, a look at your environment, and a real number.
The scoping call is not a pitch. We validate your seat and device counts, 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.
What you are sending
Seats: 150 Term: 36 months Modules: - Core Managed Service - Aura AI L1 Triage - Managed Detection and Response - Identity Threat Detection and Response - Microsoft 365 Backup - Microsoft Licensing via CSP - Procurement and Device Lifecycle Indicative: $50.00 per seat per month, $7,500 per month, excluding GST. Configuration link: https://pbtechmsp.co.nz/#q=150-core.aura.mdr.itdr.backup.csp.proc-36