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