Questions
Frequently asked, plainly answered.
If your question is not here, send it to us by email. We are happy to answer it.
01
Working with us
How do we get started?
Email support@vnet.nz with a short description of your situation. We will reply with any questions and, if it seems useful, suggest a conversation. There is no form to fill in, and no obligation.
How quickly will you reply?
We usually respond within one business day. For a live security incident, put URGENT in the subject line.
What size of organisation do you work with?
From early-stage start-ups to established enterprises. What matters most is that the work is a good match for what we do.
Do you only work in Auckland?
No. We are based in Epsom, Auckland, and much of the work can be delivered securely from anywhere. We can visit when it helps.
Can you work in Chinese?
Yes. We can work with teams in English or Chinese, and we can produce documentation in both languages when it is needed.
02
Commercial
How do you charge?
Depending on the work, we charge a fixed price for well-defined scope or time and materials where scope needs to evolve. A short assessment is often a good way to get a reliable estimate.
Can you sign an NDA?
Yes. We are happy to agree confidentiality terms before you share anything sensitive.
Who owns the work?
Normally you own what we create for you once the agreed fees are paid. Each statement of work spells out the details, including any third-party or open-source components.
Do you resell products?
Our advice is vendor neutral. If a commercial arrangement could ever affect a recommendation, we would disclose it to you first.
03
Security
Do you hold security certifications?
Please ask us about current company and individual credentials as they relate to your project. We will give you an accurate answer, and we will not claim anything that we cannot evidence.
Will you test a system without permission?
Never. All testing needs written authorisation from someone entitled to give it, along with an agreed scope.
How do you handle our data and access?
We ask for the least access the work needs, use named accounts with multi-factor authentication, and remove access at the end of the work.
How do I report a vulnerability in your website?
Please see our responsible disclosure page.
04
Delivery
Can you work with our existing team and suppliers?
Yes. Most of our work involves collaborating with internal teams and with other vendors.
What happens at the end of a project?
You receive the code, configuration, documentation and access you need, with a handover to your team. Ongoing support is available if you want it, but is never a condition.
Do you provide ongoing support?
Yes, by agreement, with scope and expected response times set out in writing so that nobody needs to assume.
Start a conversation
Tell us what you are trying to do.
A few plain sentences are enough. Send us the problem, the deadline if there is one, and what has already been tried. We will tell you honestly whether we are the right people to help.
Get in touch support@vnet.nz