Support Plan Requests

This is the list of requests we take care of under the Support Plan.

If something isn’t on the include list, that doesn’t mean we won’t do it. Reach out to us with your request. We’ll make a call on it and maybe even add it to this list. If not, we’ll give you an estimate of costs.

Included Requests

Troubleshooting

Performance troubleshooting
Network troubleshooting
Diagnose and solve technology problems, such as internet connectivity, Wi-Fi and removing viruses.
Hardware diagnostics when equipment isn't working as expected.

Printers

Troubleshooting print errors for various printer brands and models
Reinstalling existing printers on Windows, macOS, and mobile devices
Configuring network printers and print servers

Google Workspace and Microsoft 365

Adding and removing users (excludes user onboarding) in Google Workspace or Microsoft 365 admin consoles
Offboarding users (remove licence, email forwarding, files access) in both platforms
Managing access to Google Shared Drives, Google Sites, Microsoft SharePoint sites, and OneDrive
Tweaking admin settings for company policy in Google Workspace and Microsoft 365
Configuring and troubleshooting single sign-on (SSO) for both platforms

Security

Security check-up for Windows, macOS, iOS, and Android devices
Privacy check-up and settings optimization across platforms
Malware removal and virus scanning on Windows and macOS
Recovering from tech support scams and phishing attempts
Advising on best practices for cyber security, including password management and two-factor authentication
Locating lost devices using Find My iPhone, Find My Device for Android, or other tracking software
Wiping company-owned devices to prevent theft of Intellectual Property, including remote wipe procedures

Email

Change basic account settings in Gmail, Outlook, and other email clients
Create email addresses and aliases in Google Workspace and Microsoft 365
Set up email forwarding rules and auto-responders
Configure "Send as" and delegation settings in Gmail and Microsoft 365
Troubleshoot email delivery issues and spam filter configuration

Software support

Direct access to an expert to answer questions on a wide range of software topics
Quick how-to questions about Apple-branded apps, such as Photos, iMovie, GarageBand, Pages, Numbers, Keynote, and more
Quick how-to questions about Google-branded apps, such as Gmail, Calendar, Docs, Sheets, Slides, and Meet
Quick how-to questions about Microsoft-branded apps, such as Outlook, Word, Excel, PowerPoint, and Teams
Support for most Australian-supplied internet-enabled devices, including computers, smart TVs, smartphones, and tablets (e.g., Apple iPad, Samsung Galaxy Tab, Microsoft Surface)
Assistance with third-party productivity apps like Slack, Trello, and Asana

Operating Systems

Maintenance for device operating systems including macOS, Windows, ChromeOS, iOS, and Android
Troubleshooting cross-platform integration (security, file sharing, and printing)
Assistance with system updates and patch management
Optimizing system performance and startup times

Website & Domain Hosting configuration

Editing Domain Name System (DNS) records for various domain registrars
Configuring MX records for email routing
Setting up and managing SSL certificates
Editing basic web hosting settings on popular platforms like cPanel, Plesk, or WordPress
Troubleshooting website accessibility and basic performance issues

Excluded requests

Adds, moves or changes: Onboarding new staff; Installing new computers, tablets, phones or other hardware; Substantial adds, moves or changes to software or hardware; Upgrading operating systems; Office relocations or major infrastructure changes; Setting up new network equipment (routers, switches, etc.)
Custom Software Development: Design and development of custom software applications; Any solutions requiring custom coding; Scripting or automation development; Database design or custom queries
Content Creation and Management: Creating/integrating forms, workflow applications or services; Content writing or editing for websites or applications; Graphic design or multimedia production
Hardware Service: Any hardware service, except for diagnostics; Physical unpack and install of equipment; Hardware upgrades or replacements; Repair of physical damage to devices; Printer hardware maintenance or repair
Web Services: Marketing or advertising services; Website design, optimizations or SEO work; E-commerce platform setup or management; Web hosting setup or server management
Data Migration and Management: Migrating data between systems or applications; Data backup and recovery services; Large-scale data entry or data cleansing; Database administration or performance tuning
Training and Documentation: Developing training materials or user guides; Conducting group training sessions; Creating process documentation or standard operating procedures
Project Management: Managing large-scale IT projects; Vendor management or procurement services; IT strategy consulting or roadmap development
Compliance and Auditing: Conducting IT audits or risk assessments; Setting up systems to meet industry standards or data protection laws; Developing or reviewing IT policies and procedures
Electronic Form Creation and Workflow Digitization: Creating electronic forms or digitizing paper forms; Designing and implementing digital workflows; Automating business processes through digital means; Integrating electronic forms with existing systems; Customizing form logic or complex calculations

Supported technologies

Core productivity platforms: Google Workspace; Microsoft 365
Cloud computing platforms: Amazon Web Services; Google Cloud; Microsoft Azure
Web services: Azure Logic App and Power Automate; Stripe; Xero (integration only, rest is up to your bookkeeper and accountant); Zapier; Zendesk
Operating systems: Apple iOS, macOS, watchOS and tvOS; Microsoft Windows; Google ChromeOS; Linux Mint, Ubuntu, Debian and Fedora
Physical devices: Routers, switches and wireless access points; Laptops, Desktops and All in ones; Smartphones and tablets; TVs, streaming boxes and home theatre sound systems; Printers, scanners and multifunctional copiers; Digital signage; Projectors