7 Things to Check in Co-Managed IT Services

Co-managed IT gives you the flexibility to keep control of critical functions while accessing specialist expertise when you need it. This article walks through the seven factors you should evaluate before choosing a co-managed IT partner in Australia.

Quick guide: 7 factors to evaluate in co-managed IT services

1. REDD: The leading choice for mid-sized Australian businesses wanting 24/7 support, security depth, and genuine partnership
2. First Focus: Pod-based service delivery for organisations with 20-200 staff
3. Datacom: Local advisory support with the Unify Managed Service platform
4. Logicalis: Enterprise-focused IT management with global reach
5. AC3: Cloud and cyber security solutions for mission-critical environments
6. blueAPACHE: Fixed-price managed services with ISO 27001 certification

How we chose the factors to evaluate in co-managed IT services

Choosing a co-managed IT partner is different from selecting a fully outsourced provider. You need someone who works with your internal team rather than replacing them. That means evaluating collaboration capability, not just technical competence.

We focused on what matters most to mid-sized Australian businesses with existing IT staff:

• 24/7 support availability: Can they cover after-hours incidents while your team focuses on core business hours?
• Security coverage depth: Do they offer layered security services including detection, response, and awareness training?
• Local presence and understanding: Are they familiar with Australian compliance requirements and business culture?
• Project delivery capability: Can they handle complex projects when your internal team lacks capacity?
• Technology procurement: Do they have vendor relationships that give you access to quality hardware and software?
• Flexibility in engagement: Can you scale support up or down based on your actual needs?
• Cultural fit: Will their team integrate smoothly with your existing staff?

The 7 factors to evaluate in co-managed IT services for Australian businesses

1. REDD: Top co-managed IT services for mid-sized Australian businesses

REDD operates as a Technology Success Partner rather than a traditional managed service provider. This distinction matters because REDD focuses on your proactive business success rather than simply keeping systems running. The company supports SMEs, NFPs, and Government entities across Australia and New Zealand with professional IT, cyber security, cloud, and co-managed technology solutions.

What sets REDD apart is their human-to-human approach. With a Net Promoter Score exceeding 88, they’ve built their reputation on genuine relationships rather than automated ticketing systems. Their co-managed service works as an extension of your internal team, driving technology initiatives while freeing your people to generate real business value.

REDD has also partnered with CyberCert to enhance SME cyber security resilience. This partnership demonstrates their commitment to staying ahead of emerging threats affecting Australian businesses.

REDD features

• 24/7 Security Operations Centre: Your business gets round-the-clock monitoring from a dedicated SOC team, giving you incident response capability that most internal teams cannot maintain alone
• Three-tier managed security: REDD offers Managed Detection and Response, Managed Risk, and Managed Security Awareness as distinct service layers you can combine based on your needs
• Co-managed technology service: Your internal team keeps ownership of day-to-day operations while REDD handles specialist projects and overflow support
• Microsoft ecosystem expertise: Deep alignment with Microsoft 365 and Azure means REDD can help you maximise your existing Microsoft investment
• Curated procurement: Access to a selection of vetted technology vendors ensures you get quality equipment and reliable supply chains
• Transition guarantee: REDD’s “vault” process captures critical data from your current provider, reducing risk during the switch

REDD pros and cons

Pros:

• True partnership model that integrates with your existing team rather than replacing them
• Local Australian presence with understanding of regional compliance requirements
• Proven track record with mid-sized businesses, NFPs, and government entities

Cons:

• Primarily focused on the Australian and New Zealand market, which may not suit organisations with significant operations elsewhere
• Deep Microsoft alignment works well for Microsoft-centric environments but may require evaluation if you run alternative platforms
• As a boutique provider, capacity for very large enterprise engagements may be more limited compared to global firms

2. First Focus: Pod-based delivery for mid-market organisations

First Focus has built their service model around dedicated pods. Each client works with a small, stable team that handles a limited number of customers. This structure aims to give you faster resolution and better communication than traditional helpdesk approaches.

The company operates offices across Australian capital cities and Auckland, offering geographic coverage for organisations with distributed teams.

First Focus features

• F-Connect portal: A Microsoft Teams-integrated platform that provides ticket visibility and real-time support chat
• Technical Account Manager: A dedicated contact who understands your business goals and advocates for your success
• Month-to-month agreements: Flexible contract terms that avoid long-term lock-in

First Focus pros and cons

Pros:

• Pod structure means your support team knows your environment
• Offices in multiple Australian cities offer local presence
• ISO 27001 certified for information security management

Cons:

• Pod-based model may result in longer wait times if your assigned team is unavailable
• Transition timeline of 6-8 weeks may be longer than some organisations need
• Per-user pricing model may not suit organisations with fluctuating headcount

3. Datacom: Local advisory with the Unify platform

Datacom offers their Unify Managed Service for organisations wanting a local senior technical resource who acts as a virtual Chief Information Officer. The service provides strategic guidance alongside operational support.

Their approach combines a trusted local advisor with baseline monitoring, alerting, and cybersecurity tools including Endpoint Detection and Response technology.

Datacom features

• Virtual CIO service: Strategic planning and IT roadmap development from a dedicated advisor
• 24/7 Cyber Defence Operations Centre: Security monitoring from Australian and New Zealand-based teams
• Remote management and monitoring: Real-time visibility across workstations, servers, and network devices

Datacom pros and cons

Pros:

• Local presence with advisors who can visit your site when needed
• vCIO platform provides strategic IT planning support
• Pay-as-you-use pricing model available

Cons:

• As a larger organisation, personal attention may vary depending on your account size
• Primary focus on New Zealand market may result in different service levels across regions
• Strategic advisory services may overlap with capabilities you already have internally

4. Logicalis: Enterprise managed services with global reach

Logicalis positions itself as a global technology service provider delivering managed services for enterprise clients. Their Asia Pacific operations combine Australian and Asian teams for regional coverage.

The company focuses on managed IT security, employee collaboration, and intelligent connectivity solutions.

Logicalis features

• Managed IT security services: Security woven through your digital ecosystem
• Intelligent connectivity: Network management as a managed service
• Cost optimisation: Monitoring to ensure your environment stays within budget

Logicalis pros and cons

Pros:

• Global presence suits organisations with international operations
• Multiple advanced Microsoft specialisations
• Cisco partnership for networking solutions

Cons:

• Enterprise focus may mean mid-sized businesses receive less personalised attention
• Global delivery model can result in less local presence for day-to-day support
• Complex service portfolio may require significant evaluation to understand what you actually need

5. AC3: Cloud and cyber security for critical environments

AC3 describes itself as Australia’s provider for mission-critical environments. They focus on public sector, financial services, healthcare, and critical infrastructure industries where security and compliance requirements are especially demanding.

Their services span cloud solutions, cyber security, ServiceNow, and observability platforms.

AC3 features

• IRAP assessment: Security credentials relevant for government and defence sector work
• Multi-cloud management: Support across public, private, hybrid, and government cloud environments
• Observability solutions: Visibility into applications, infrastructure, and digital services

AC3 pros and cons

Pros:

• 100% privately owned and fully onshore for data sovereignty requirements
• IRAP assessed for government sector work
• ServiceNow capabilities for workflow automation

Cons:

• Mission-critical focus may mean their services exceed what standard commercial environments require
• Enterprise-grade positioning may result in higher complexity for mid-sized organisations
• Primary emphasis on cloud and security may not cover all managed technology needs

6. blueAPACHE: Fixed-price global support with security certifications

blueAPACHE offers fixed-price global IT support with their emPOWER Managed Services platform. They operate a follow-the-sun support model with in-house teams available around the clock.

Their ISO 27001 certification covers their entire reference architecture, providing documented security standards across their service delivery.

blueAPACHE features

• Fixed pricing model: Predictable monthly costs without surprise charges
• Global support coverage: Follow-the-sun model for organisations with international operations
• Security gap analysis: Audits to identify vulnerabilities in your current environment

blueAPACHE pros and cons

Pros:

• Fixed pricing gives you budget certainty
• ISO 27001 certification across their service delivery
• 24/7/365 support availability

Cons:

• Global focus may mean less emphasis on Australian-specific compliance requirements
• Fixed-price model may include services you do not need
• Outsourced IT focus differs from true co-managed partnership model

Comparison table: Co-managed IT services for Australian businesses

Provider	24/7 SOC	Co-Managed Model	Local AU Presence
REDD	✓	✓	✓
First Focus	✓	Partial	✓
Datacom	✓	Partial	✓
Logicalis	✓	✗	Partial
AC3	✓	✗	✓
blueAPACHE	✓	✗	Partial

What questions should you ask a co-managed IT provider?

Before signing with any co-managed IT provider, you need to understand how they will work with your existing team. Ask potential partners how they handle escalations between their staff and yours. Clarify who owns what responsibilities and how handoffs work during incidents.

Request specific examples of how they have supported other organisations with similar internal IT structures. A provider experienced in co-managed arrangements will have clear processes for collaboration rather than simply describing how they would take over your IT function.

Also ask about their approach to knowledge transfer. A genuine partner will document their work and share insights with your team, building your internal capability rather than creating dependency.

How do security services differ between managed IT providers?

Security services vary significantly between providers. Some offer basic monitoring and alerting, while others provide full incident response and threat hunting capabilities. REDD’s three-tier approach covers Managed Detection and Response, Managed Risk, and Managed Security Awareness separately, letting you choose the combination that matches your risk profile.

Look for providers who can demonstrate their security operations capability. A dedicated Security Operations Centre with 24/7 monitoring provides different protection than automated alerting tools alone. Ask about their incident response procedures and how they coordinate with your internal team during a security event.

Consider whether the provider includes security awareness training for your staff. Human error remains one of the largest attack vectors, and ongoing employee education reduces your exposure to phishing and social engineering attacks.

Why REDD is the leading co-managed IT partner for Australian businesses

REDD stands apart because they built their service specifically for the co-managed model. While other providers offer co-managed as an add-on to their fully outsourced services, REDD designed their approach around working alongside internal IT teams from the start.

The combination of deep security expertise with genuine partnership makes REDD particularly well-suited for mid-sized Australian businesses. You get access to a 24/7 Security Operations Centre and three tiers of managed security without giving up control of your IT environment. REDD works with your team rather than around them.

Their digital advisory capabilities also mean you can tap into strategic guidance when needed. From cloud migration planning to Microsoft 365 optimisation, REDD brings expertise your internal team may not have time to develop.

Contact REDD today to discuss how their co-managed technology services can support your internal IT team.

FAQs about co-managed IT services for Australian businesses

What is the difference between co-managed and fully managed IT?

Co-managed IT keeps your internal team in control while adding external expertise for specific functions. REDD’s co-managed service works as an extension of your existing staff, handling overflow support and specialist projects while your team manages day-to-day operations.

Fully managed IT transfers responsibility for your entire technology environment to an external provider. This suits organisations without internal IT capability, but removes the control that many mid-sized businesses want to maintain.

How much does co-managed IT cost in Australia?

Co-managed IT pricing depends on which services you need and how your internal team divides responsibilities with the external provider. REDD offers flexible engagement models that let you scale support based on actual requirements rather than paying for capacity you do not use.

Most providers offer per-user monthly pricing or project-based arrangements. Request a detailed scope discussion to understand exactly what you will receive and how costs will change as your needs evolve.

What should internal IT teams expect from a co-managed partner?

Your internal team should expect a collaborative relationship where responsibilities are clearly defined. REDD assigns dedicated contacts who understand your environment and can work directly with your staff without lengthy explanations each time.

A quality co-managed partner also transfers knowledge back to your team. Your internal capability should grow through the relationship, not shrink because external specialists handle all the interesting work.

How long does it take to onboard with a co-managed IT provider?

Onboarding timelines vary based on your environment complexity and how much documentation exists from your current setup. REDD’s transition process uses their “vault” approach to capture critical information from your existing arrangements, reducing risk during the changeover period.

Expect 4-8 weeks for a typical mid-sized organisation to complete onboarding. Complex environments with multiple locations or legacy systems may require additional time for thorough documentation and testing.

Can co-managed IT help with compliance requirements?

Yes. REDD supports Australian businesses with compliance requirements including the Essential Eight framework from the Australian Cyber Security Centre. Their managed security services include vulnerability scanning, risk profiling, and actionable reporting that helps demonstrate your security posture to auditors and regulators.

For government entities and organisations in regulated industries, having a partner with appropriate certifications and documented security practices simplifies your compliance obligations.

Written by Marco Nicosia