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
Setup
- Setup new computers, tablets and phones (excluding physical installation)
- Adding new printer to computers (excluding physical installation)
- Performance troubleshooting
- Network troubleshooting
- Setup cloud backup and sync
- Responding to a security breach
Staff changes
- Adding and removing users
- Onboarding staff, adding user and setup device
- Offboarding staff, removing user and wiping company data
- Locating a lost device
- Wiping a company owned device to prevent theft of Intellectual Property
Security
- Security check-up
- Privacy check-up
- Malware removal
- Recovering from a tech support scam
- Advising on best practices for cyber security
Photo management
- Configure photos to backup to cloud storage
- Demonstrate how to copy transfer photos to a computer
Software support
- Direct access to an expert to answer your questions on a wide range of 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
- Connecting to printers and networks
- Support for most Australian supplied internet enabled devices, such as computers, smart TV’s, smartphones and tablets (eg Apple iPad).
Email
- Change basic account settings
- Create email addresses
- Forward email addresses to other ones
- “Send as” other emails in Google Apps (impersonation)
Web & Domain Hosting
- Editing Domain settings
- Editing basic web hosting settings
Operating System, Apple macOS, Microsoft Windows, Google ChromeOS, Linux
- Maintenance for your device’s operating system
- Troubleshooting automated administrative requests & scripts
- Troubleshooting cross-platform integration (security, file and print)
Printers
- Connect to Printers and Multifunctions
- Demonstrate how to scan to cloud or networked computer
Troubleshooting
- Diagnose and solve technology problems, such as internet connectivity, Wi-Fi and removing viruses.
- Hardware diagnostics when equipment isn't working as expected.
Supported technologies
- Web services
- Stripe
- Xero
- Zapier
- Zendesk
- Collaboration platforms
- Google G Suite
- Microsoft Office 365
- Apple iCloud
- Cloud computing platforms
- Amazon Web Services
- Google Cloud
- 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
Excluded requests
- Adds, moves or changes
- Substantial adds, moves or changes to software, network or physical environments.
- Upgrading operating systems
- Hardware Service
- Any hardware service, except for diagnostics.
- Hardware upgrades.
- Physically unpack and install equipment.
- Automation
- Setup or troubleshoot automated administrative requests & scripts
- Cross-platform Integration
- Install or support third party software unless
- Troubleshooting cross-platform integration (security, file and print)
- Web Services
- Marketing or advertising services
- Website design, optimizations or SEO work.