Straight answers to common questions.

WA businesses large enough to need real IT support, but where a full in-house IT team doesn’t make sense. Our managed IT packages start at 20 standard users for Protect+ and 40 for Protect Enterprise.

Protect+ starts at 20 standard users, and Protect Enterprise at 40. If you have 10 or more people and are growing, or a big appetite for technology such as AI Enablement or Purpose-Built Software, get in touch and we may still be able to help.

A standard user has a managed PC or laptop and gets full device monitoring, security, patching and remote support. An email-only user only needs email, calendar and basic apps on a phone or tablet, so the cost is lower, and they still get secure access and identity protection. The 20-user minimum counts standard users.

Yes. Where a larger business keeps an internal IT person, we work alongside them. The scope is the same: Microsoft 365, identity, devices, backups, cybersecurity and vendor coordination.

No. If you have an IT person or small team, we can work alongside them on cybersecurity, projects, licensing and procurement. Co-managed arrangements are agreed case by case, so get in touch.

Lucente is Perth-headquartered and Western Australia focused. We support customers across Perth and Western Australia, and extend the same team and standards to interstate operations where our WA customers need it.

Our managed IT and cybersecurity work is much the same across industries. Brodie’s career covers mining, construction, logistics, healthcare, defence, airports, education and commercial property, and we know professional services and construction and civil well. If you’re not sure we’re a fit, ask us.

Per user (not per device), billed monthly, ex GST. Protect+ is $150 per standard user, with a minimum of 20 standard users. Protect Enterprise is from $275 per standard user, with a minimum of 40, and requires Microsoft 365 Business Premium and Microsoft Defender Suite, quoted separately. Email-only users are priced in your proposal. Your total depends on headcount and any bolt-ons. Use the quote builder on our pricing page to get an estimate.

Unlimited* phone and remote support in business hours, 24/7 monitoring, endpoint security, operating system patching, identity management and MFA, and Microsoft 365 management. Cloud backup for mail, OneDrive, SharePoint and Teams, email domain protection, monthly device health reports, IT and cybersecurity strategy, vendor coordination, Essential Eight alignment, cyber awareness training and a committed 24/7 after-hours P1 pathway. Business reviews run quarterly from 25 users and twice a year below. From 25 users it adds a technology roadmap, IT and cybersecurity policies, an annual strategy and budget review and a foundational incident response plan. Protect Enterprise adds reactive onsite support, remote after-hours P1 response, Microsoft's AI-powered threat protection, application patching, monthly reporting and deeper security and governance work. See our pricing page for the full list. *Your Order and our Standard Terms may set limits, such as fair use.

Microsoft 365 licences, the one-off Onboarding & Optimisation fee, bolt-ons such as phishing simulation on Protect+, and project work such as migrations or office moves. Work outside the plan, including scheduled onsite visits, is charged at our schedule of rates, quoted before we start, with 5% off on either package. Reactive onsite visits are included in Protect Enterprise, within the allowance in your agreement.

No. Microsoft 365 licensing is quoted separately as a bolt-on, because some businesses already have licences, others need us to buy them, and the right licence type (Business Basic, Standard or Premium) varies. We confirm the licence type and cost in your quote.

Yes. Every new customer starts with a one-off Onboarding & Optimisation fee. Onboarding covers environment discovery including the onsite visit, device enrolment, documentation and the security baseline. Optimisation then runs through your first 4 months, getting your Microsoft 365 tenant, devices, processes and joiner and leaver procedures into good health. The fee depends on team size and complexity and is confirmed in your quote. A discount is available based on length of term, conditional on completing the term.

Phone and remote support in business hours is unlimited* on both packages. Most issues are fixed remotely, and we always try remote first. On Protect+, onsite visits are billed at our schedule of rates, with 5% off. On Protect Enterprise, reactive onsite support is included when we determine an incident needs an engineer onsite, within the allowance in your agreement. Scheduled visits are billed at our schedule of rates, with 5% off. *Your Order and our Standard Terms may set limits, such as fair use.

Protect+ has a 12-month minimum term, and Protect Enterprise a 24 or 36-month term. A discount on the Onboarding & Optimisation fee is available based on length of term, conditional on completing the term. The term renews for a further 12 months unless you give 90 days’ written notice before the end of the term. Pricing is reviewed annually, and any increase is capped at the greater of 3.5% or CPI.

Yes. You can add users and bolt-ons at any time. Bolt-ons include Microsoft 365 licensing, Microsoft 365 Copilot, managed network, firewall as a service, enhanced backups, mobile device management, password management and phishing simulation, each quoted separately.

Call 08 6285 8886 or send us a message. We reply within 1 business day, and if it makes sense we book a short call to learn about your business. If you need a quote, the proposal follows within 2 business days.

2 to 6 weeks, depending on your size and the current state of your IT. See our Getting Started page for each step and what we need from you.

Yes. You can call our team from day one. If something urgent comes up during onboarding, we handle it.

We keep disruption low. We install tools remotely and schedule changes outside business hours, or agree the timing with you first. Most staff notice a few update prompts and a new sign-in check when MFA is turned on.

We coordinate the handover with them directly, including documentation, credentials and access. You don’t have to manage it. If you don’t have a provider, we start from scratch.

Every request is acknowledged and given a named owner. Urgent issues go first, and we keep you updated until the issue is resolved. Response targets for each priority are set out in your Order.

Both managed packages give you a committed after-hours pathway for Priority 1 (business-down) incidents, through the support phone process so the incident is formally logged. Incidents are triaged against the priority-based response targets set out in your Order. Those response times are targets we work to, not warranted outcomes. On Protect+, attendance outside business hours is billed at the after-hours rates in your Order. On Protect Enterprise, remote response to Priority 1 incidents is included within the limits set in your Order, and further incidents or after-hours onsite attendance are billed at after-hours rates.

Yes. We support mixed Windows and Mac environments. Our monitoring, patch management and endpoint protection tools work across both.

Yes. Our tools and support work the same across the office, home and anywhere in between.

Yes. You don’t need on-premises infrastructure. We manage Microsoft 365, cloud identity (Microsoft Entra ID), device management (Microsoft Intune), cloud backup and the connections between your cloud apps.

Your environment is documented throughout: every device, account, system, vendor and configuration, kept current. Anyone on the team can pick up your work, and if your main contact changes, we manage the handover.

Yes. We are a Microsoft Partner and a Microsoft Cloud Solution Provider, so we manage licensing, tooling and support for the Microsoft platforms your business runs on directly through Microsoft’s partner channels.

The ACSC Essential Eight is the Australian Government’s recommended set of cybersecurity controls for businesses. It covers eight strategies, including multi-factor authentication, patching and backups. It isn’t mandatory for most businesses, but it is the recommended baseline. Both managed packages include alignment with these controls, and for most small businesses we target Maturity Level 1. Protect Enterprise adds your current state against target for each control, with a gap register and remediation plan in the monthly report. It matters most if you bid for government contracts, work in a regulated industry or need to show your insurer a defensible security position.

MFA adds a second check when you sign in, usually a prompt or code from an app on your phone. It is one of the most effective controls against account takeover. We turn on and manage MFA across Microsoft 365 and your other key systems as part of both managed packages.

Protect+ includes annual cyber awareness training and a quarterly newsletter, with phishing simulation as a bolt-on and a learning platform as an optional add-on. Protect Enterprise includes the learning platform, with individual training paths, training for new starters, and phishing simulation with coaching.

We handle your data in line with the Australian Privacy Act. We choose our tools and vendors for their security, and we do not share your data with third parties outside the scope of service delivery. A Data Processing Agreement is available on request.

AI Enablement, Purpose-Built Software, IT Projects, consulting and IT procurement are normally add-ons for managed customers (Protect+ or Protect Enterprise), priced separately. A large project, such as a new facility build, is often where a managed relationship starts, and we scope the two together. Long-term project engagements (technology delivery on a building project or a digital transformation program), retained engagements and longer AI programs are the exception: we take those on selectively, with or without a managed plan.

Any business can buy the AI Receptionist or AI & Claude Training on their own, and Lucente managed IT customers get a discount. A standalone Essential Eight assessment is also available to businesses that aren’t managed customers.

Yes. Moving from on-premises servers to Microsoft 365, or consolidating tenants, is a scoped project, usually 3 to 6 weeks for a mid-size business. Azure moves are scoped the same way. See Microsoft 365 migration.

Tell us what it is. For ERP and specialist integrations we bring in partners and coordinate the work, and if something is outside what we do, we will say so.