Expert Help.
When You Need It.
Our support desk isn't a generic helpdesk, it's a team of Microsoft specialists who know your environment, understand your business, and are committed to resolving issues fast.
Support That Actually Knows Your Business
Most helpdesks treat every call as if it's the first time they've spoken to you. Our team maintains a living knowledge base of your environment, your systems, your configurations, your business processes, and your priorities.
That means faster diagnosis, more accurate solutions, and no time wasted explaining the same context to a different engineer every time.
How We Handle Your Request
Contact
Reach us via phone, email, chat, or client portal, 24/7 for emergency issues.
Triage
Your request is immediately categorised by priority and assigned to the right engineer.
Diagnose
Our engineer investigates using deep knowledge of your specific environment.
Resolve
Issue resolved remotely in most cases. On-site dispatch arranged when needed.
Document
Resolution documented. Recurring patterns flagged for root cause elimination.
Support You Can Count On
From simple questions to complex technical challenges, every issue handled with speed, care, and expertise.
24/7 Expert Support
Our engineers are available around the clock, nights, weekends, and public holidays. When your business can't wait, neither can we.
Guaranteed Response Times
SLA-backed response time commitments for every priority level, not aspirational targets, but contractual guarantees with escalation procedures built in.
Multi-Channel Access
Phone, email, live chat, or self-service portal, your team reaches us however is most convenient. Every channel connects to the same ticketing system and team.
Know-Your-Environment Team
Unlike generic helpdesks, our engineers are briefed on your specific environment. We know your systems, your team, and your business priorities from day one.
Proactive Monitoring
We detect and resolve many issues before your team notices anything is wrong. Proactive monitoring means fewer tickets, less downtime, and a smoother operation.
Continuous Improvement
Every recurring issue is documented and addressed at the root. We run regular service reviews with trend analysis and proactive recommendations.
Reach Us Any Way You Prefer
Multiple channels, one team, one SLA.
Website & DNS Support FAQs
Common website and DNS questions from Sydney and Australian businesses.
Who manages my DNS records?
Your DNS records are managed wherever your domain's nameservers point, typically your domain registrar, your website host, or a DNS provider like Cloudflare. Oxana provides DNS records help and domain and DNS management services to Sydney and Australian businesses, auditing your current setup and taking ownership of DNS changes so nameservers, MX, SPF, DKIM, and CNAME records are all correct.
My website is down, can IT support help?
Yes. Website downtime is often a DNS, hosting, or domain expiry issue rather than the site itself. Our website down IT support team diagnoses whether the cause is DNS misconfiguration, expired SSL, a hosting outage, or a domain renewal lapse, and resolves it fast, then puts monitoring in place to prevent recurrence.
What DNS records do you manage?
Oxana manages the full DNS record set, A and CNAME records for websites, MX records for email routing, TXT records for SPF and domain verification, DKIM records for email signing, and DMARC records for impersonation protection. We document every record and provide ongoing domain and DNS management services.
Can you take over DNS from our current provider?
Yes. We audit your existing DNS configuration, migrate nameservers if appropriate, and ensure zero downtime during the transition. Many Sydney businesses switch to Oxana for DNS management because their previous IT provider was unresponsive or changes took days instead of minutes.
Need Support Right Now?
Our team is standing by. Call us directly or submit a request and we'll be in touch within your SLA window.