FAQs

Here are some commonly asked questions. We hope you find the answers you're looking for, but if not, feel free to give us a call or contact us.

Common Questions

How much does Managed IT Cost?

Managed IT cost can vary due to what is included. If you want a full-service option, it will usually cost somewhere around the $100+GST per user mark, plus the cost of hosting or maintaining a server.

Ask us for a quote, and we'll help you work out what you need without over complicating things.

What is a cyber attack?

A cyber-attack is when you have an intrusion into your system. This intrusion could be from a breached firewall, software package or from something your team opened from an email.

The hallmarks of a cyber-attack usually result in something no longer accessible (like your back-office system), encrypted or deleted files or a slow network.

A good backup solution will make all the difference to mitigate the risk of cyberattacks.

Can I scale up or down as my business evolves?

100%, yes! If you need to add or remove people from your licensing, it's easy with Totali. We don't lock you into a per-user contract. If you need more or fewer users, adjust as you need. We ask for a month's notice as most software licenses are for a month at a time; in some cases, we may offer you a lower license fee for a longer commitment.

You are always in control of your IT costs with Totali.

Service Questions

Do you do break-fix/ad hoc support?

No. We have never run break-fix, but we know from clients and companies that run break-fix is no one satisfied, ever!

Break-fix support means you get support when you have an emergency. Break-fix is bad for your team because they're under pressure to catch up on lost time. Break-fix is bad for our team because they're always in panic-mode trying to rush to fix your emergency as quickly as possible.

We like to ensure your network is running smoothly, which means being proactive and keeping things maintained. This approach is cheaper and easier for everyone involved and results in fewer emergencies.

If you want ad hoc or break-fix support, please find someone else; we will never be a good fit for you.

What product suites do you support?

Our team are familiar with supporting a range of application you're likely already using. Here are a few of the most common ones:

  • Microsoft products
  • Google products
  • Salesforce, Pipedrive and Suite CRM (a derivative of Sugar CRM)
  • Most accounting systems (from Xero, MYOB through to larger systems like Microsoft Dynamics, Infusion Software or Accredo).

If there is a suite of products you rely on to run your business, our team are very fast to understand how these best work and will ensure your critical applications are always available when you need them.

Can you support product X?

The chances are, yes. Unless the software is no longer supported by the software vendor, we will be able to ensure it works for you.

What is your usual response time?

During business hours, we aim to respond within two working hours via our service desk. If you have an urgent support request and call, we're always available to answer your call quickly.

Because we don't do ad hoc support for lots of clients, we always have spare capacity for genuine emergencies.

Where an issue needs to be resolved out of hours, we'll respond within the agreed time on your service level agreement.

Resolution times are clearly communicated once we've investigated the issue raised. Sometimes a resolution may be dependent on another vendor (e.g. your Internet connection). Our usual resolution time is less than 1-2 days depending on the complexity of the issue; in most cases, an issue is resolved in the first call.

What happens if we have a security breach?

Every security breach is unique depending on what was accessed, for how long, and when our team will work with you to resolve the issue as quickly as possible.

In most cases, a genuine security break usually happens due to a poor user password or staff opening an unexpected email attachment. Our team work hard to help you educate your team about these kinds of dangers.

How we work GET AN IT
SUPPORT QUOTE

Let's talk

We’ll discuss your business needs, how you use technology, and what you want to get out of systems.

Choose Your Options

If we’re the right fit, you can choose the IT service agreement inclusions that work best for your budget.

Start Your Stress-free Experience

Once setup, you’ll be experiencing IT service like never before.

Finding an IT vendor that understands your business needs shouldn't be hard. Contact us today to see if we are a good fit for you and your team.

Backed by 15+ years of commercial IT experience, we've run networks from a handful of workstations through to large networks with 100's of workstations and laptops. We've worked out how to scale services from 10 workstations to hundreds, so you get the cost savings of larger networks but the support you need to keep your business running.

How we work GET AN IT
SUPPORT QUOTE

Let's talk

We’ll discuss your business needs, how you use technology, and what you want to get out of systems.

Choose Your Options

If we’re the right fit, you can choose the IT service agreement inclusions that work best for your budget.

Start Your Stress-free Experience

Once setup, you’ll be experiencing IT service like never before.

Finding an IT vendor that understands your business needs shouldn't be hard. Contact us today to see if we are a good fit for you and your team.

Backed by 15+ years of commercial IT experience, we've run networks from a handful of workstations through to large networks with 100's of workstations and laptops. We've worked out how to scale services from 10 workstations to hundreds, so you get the cost savings of larger networks but the support you need to keep your business running.

Let's talk