Frequently Asked Questions
Do you perform support on an as needed basis?
Yes, However studies show that proactive maintenance improves equipment longevity, uptime and efficiency, and provides cost savings over time. Since we primarily work on proactive agreements with our clients, we will only provide reactive work for future proactive clients.
What does Flat Fee service Include?
Proactive maintenance and monitoring for all covered equipment, operating systems and applications:
- Patch Management and Service Pack updates
- Anti-Virus and Anti-Spam management, updates
- Manage backups and restores
- Disk and memory optimisation
- Manage user accounts
- Manage network and internet connectivity
- Manage Firewalls, Routers and Switches
Remote Help Desk, Bench Service and Onsite Service for all covered equipment, operating systems and applications:
- Servers, PC’s, Laptops, Firewalls, Routers and Switches
- Microsoft Desktop Operating Systems - Windows XP, Windows Vista and Windows 7
- Microsoft Office 2000, 2003 and 2007
- Microsoft Windows Server 2003 and 2008
- Microsoft Windows Small Business Server 2003 and 2008
- Microsoft Exchange Server 2003 and 2007
- Microsoft SQL Server 2000 and 2005
- Linux, Unix and more.
Vendor Management Services. We will manage all of your infrastructure vendors, allowing you and your staff to do what you do best, run your business. Anytime there is a problem with a device or line of business application serviced by a vendor we will manage the issue for you, it's one call to Hotline IT, and we take it from there, and work the problem to resolution with the vendor. We will even schedule any onsite visits required by the vendor, and oversee the successful remediation of the issue at hand without the need to always involve your staff.
- Broadband Vendors
- Phone Service Vendors
- Phone Equipment Vendors
- Copier/Fax/Scanner/Document Imaging Vendors
- Line of Business Application Vendors
- Hosted Website/Domain Registration Vendors
So no matter what happens in my environment, I’ll never pay more than one Flat Fee per month?
Examples of items that are not covered under our Flat Fee service plans include the cost of replacement or new hardware, parking for onsite visits, shipping costs, the cost of software licensing, renewals or upgrade fees and the cost of any third party vendor or manufacturer support or incident fees. Whenever the potential arises for additional fees outside of our Flat Fee, you will always be notified in advance for approval.
What other services and solutions do you provide?
We can take care of all of your business needs, using technology solutions to reduce your costs, increase your revenues and mitigate your business risks. Some examples of these solutions are:
- High Performance business data, voice and mobile communication solutions
- Productivity-enhancing Voice Over IP services and solutions
- Revenue-generating Web Development solutions that drive clients to your Website
- Disaster Recovery and Business Continuity Planning to mitigate your risks in the event of Disaster
- Efficiency-boosting mobility solutions to keep your mobile workforce connected no matter where they are
- High availability solutions such as co-location Services for your critical systems
- Just give us a call on (02) 9451 9111
How can I get more information and get started with your Services?
Just give us a call at (02) 9451 9111 and we’ll be happy to schedule an appointment with you to discuss your particular business needs. In order to make certain that we can help your business, our process begins with a Technology Assessment that includes a Needs Analysis and a Cost Savings Analysis. We will examine the results of the assessment and make recommendations to meet your current and future business needs.