Last updated: September 2026
Service Delivery Policy
OnIT Solutions delivers managed IT, cybersecurity, and AI automation services to businesses across Sydney and Australia. Unlike physical goods, our services are delivered digitally — through remote access, cloud infrastructure, on-site visits, and ongoing support. This policy sets out how we scope, schedule, and deliver every engagement so you know exactly what to expect.
We believe transparent delivery expectations are fundamental to a successful IT partnership. Before any work begins, we confirm timelines, access requirements, success criteria, and escalation paths in a signed Statement of Work. Nothing is ambiguous, and nothing is left to chance.
If you have questions about delivery timelines, service coverage, or what is included in your specific engagement, contact your Account Manager or our team directly using the details at the bottom of this page.
How We Deliver
Our delivery model is built around clarity — every stage is documented, communicated, and signed off before moving forward.
Project Kick-off & Timelines
Every engagement begins with a scoping call to align on goals, access requirements, and delivery milestones.
- •Managed IT onboarding is typically completed within 5–10 business days of contract signing.
- •AI automation and cybersecurity projects commence within 5 business days of receiving all required access credentials and documentation.
- •Detailed project timelines are provided in your Statement of Work (SOW) before work begins.
Service Coverage & Geography
We primarily serve businesses across Greater Sydney, with remote support available nationally.
- •On-site services are available throughout Greater Sydney, including the CBD, North Shore, Inner West, Western Suburbs, and surrounding regions.
- •Remote-first services (cybersecurity monitoring, AI deployments, helpdesk) are available to businesses across Australia.
- •For interstate clients requiring on-site support, travel costs are quoted separately and agreed in advance.
Implementation & Configuration
Deployments follow a structured process — plan, test, stage, then go-live — to minimise disruption.
- •All configurations are tested in a staging or sandbox environment before production deployment.
- •Change windows for major updates are scheduled outside business hours unless otherwise agreed.
- •You receive written documentation for every system change, integration, or automation delivered.
Dedicated Account Management
You will have a named account manager and technical lead throughout your engagement.
- •A dedicated Technical Account Manager (TAM) is assigned to all managed service clients.
- •Project-based engagements include a lead engineer as the primary point of contact.
- •Escalation paths are documented and shared with your team during onboarding.
Ongoing Support & SLAs
Post-delivery support is governed by your selected service tier and our published SLA commitments.
- •Critical incidents receive an initial response within 1 hour under all managed service plans.
- •Standard support requests are acknowledged within 4 business hours and resolved within 1 business day.
- •Monthly service reviews are included for all clients on managed IT or cybersecurity retainers.
Software & AI Deployments
AI agents, automation workflows, and custom integrations follow a structured delivery lifecycle.
- •Deployments include a user acceptance testing (UAT) phase before production go-live.
- •All AI models and workflows are validated against your business requirements prior to launch.
- •Post-go-live hypercare support is included for 30 days following any major AI or automation deployment.
Typical Engagement Timeline
From initial enquiry to fully operational — this is what the journey looks like for most clients.
Discovery
Scoping call, requirements gathering, and access audit. Completed within 2 business days.
Proposal & SOW
Detailed Statement of Work with fixed timelines, deliverables, and success criteria sent within 3 business days.
Onboarding
Credentials handed over, integrations connected, and systems configured. Typically 5–10 business days.
Go-Live & Hypercare
Production deployment followed by 30 days of dedicated hypercare support.
Questions About Your Delivery?
If you have specific questions about delivery timelines, on-site coverage, or your current engagement, reach out to our team directly.