CONNECTED INTELLIGENCE virtual IT - IT at the speed of business
"FAQ"
We've pondered life's questions for you, so all you have to do is click your mouse.
Can Connected Intelligence assist in the acquisition and setup of new equipment?
We sure can! We have Tier 1 partnerships with all major hardware suppliers including Microsoft®, HP®, and IBM® to name a few. This allows us to offer competitive pricing which in conjunction with the installation and configuration of all components is just another day for our team. So sit back, relax and let us take the headache out of IT.

Also, all Virtual IT™ subscribers have access to a dedicated Client Services Officer whose job it is to understand their businesses. At no cost, they will draw on their vast IT knowledge and experience to advise on the most suitable solution. Our industry is ever-changing and smarter ways to accomplish your objectives are becoming available all the time. We make it our job to be fully informed so that you're always one step ahead of your peers.
Is there a cost to have an engineer visit our offices?

No. Fundamental to our ability to deliver value to your organization is the avoidance of additional costs and your capacity to budget.

Our service is all inclusive and every aspect of your day to day IT requirements is fulfilled.

Our Service Level Agreement utilizes a “Fair Use” mechanism to ensure that your general requirements are serviced within the monthly fee, and any additional works that fall outside of this scope such as the Development of Custom Applications, or utilization of our Project Management services are made available to your at a heavily discounted rate.

 

Do we call the Software Company or our Virtual IT™ Department?

The single biggest frustration of Australian Small to Medium sized organizations is the vague line between areas of IT responsibility and the "buck passing" that results.

In a typical scenario, your office will have several aspects to the IT function made up of your network (including servers, desktop computers, firewalls and other devices) and the applications that your employees use on a day to day basis to support the daily activities that are specific to your business. Whether it be your accounting software, a quoting system or otherwise, every business has software that is industry specific and this software usually has its own support avenues.

With this in mind, the main question is who do you talk to in the event of a software failure? The IT support provider says the application's support people are responsible, and vice versa.

This situation is responsible for countless wasted hours, unnecessary frustrations and a delayed resolution of the actual problem.

Connected Intelligence eliminates this process by taking ownership of the entire problem and involving the application's support company only if required and after significant initial troubleshooting. We work with the provider to ensure a prompt and coherent response to the problem, and keep the issue open until this is achieved.

The end result is that your staff morale is boosted along with productivity as the resolution is prompt, and only one initial request is required. Potentially hours or downtime and frustration are avoided.

We are looking to expand our offices interstate, can Connected Intelligence support our new office?

Most definitely! Your Virtual IT™ Department is National, with offices in most of Australia's major cities and New Zealand. Our National Network Operations Centre operates 24/7 supporting all vital functions of your network and our Helpdesk Team offers rapid response regardless of location.
In fact we are able to support your staff anywhere in the World as long as they have an Internet connection.

With Virtual IT™, you're never more than 3 clicks away!

What happens if our desktop computers are down?

Similarly with servers, your desktop computers are the crux of your business. Without them your employees are confined to the coffee room and your customers are condemned to frustration.
The key to ensuring your desktop computers remain online is the continual proactive maintenance of them. With this said, hardware failures, operating system crashes and user errors may occur and how this is dealt with is the determining factor as to how productive your employees are during such trials.
This is where we come in. Your staff, depending on the Coverage Type chosen during your signup to Virtual IT™, can potentially have 24/7 access to our Helpdesk via our Web Support Portal and via telephone. Our team in an effort to restore your employee as rapidly as possible will perform an initial remote diagnostic of the affected computer and if unable to be resolved remotely will organize for an immediate hardware replacement, or onsite engineering visit. If the problem is hardware related, we will even liaise with the manufacturer directly to expedite the repair process and restore your staff member's productivity.

It's that simple. We'll do whatever is required to keep your employees operational completely autonomously. It's efficient, unbeatable support to your employees that will boost your staff morale and ensure unrivalled productivity.

What happens if our Server is down?

We don't subscribe to the notion that a server failure is an inevitable event. A common misconception is that your network is destined to go down at some point in time, and Murphy's Law states that this event will transpire at the least opportune time such as Month End, or Monday morning when you weekly orders are arriving.

We consider our role to be one of prevention and as such have invested copious amounts of time and the IT brilliance of our System Administration Team towards developing a methodology that when implemented daily as a part of your Virtual IT™ After Dark Maintenance™ regime will avoid the "inevitable".

However, in the event of an anomaly such as a hardware failure or catastrophic failure, our team will respond remotely to diagnose the problem via direct connection to your server - or perform an onsite visit to intervene should our initial efforts be unsuccessful. Depending on the Response Time chosen during your signup to Virtual IT™, we can respond in as little as an hour and because of our unique Sixth Sense™ Technology - we'll most likely have caught and resolved the problem before your business day has even begun.

Can Virtual IT™ support my Remote Workers?

Everybody has something that they excel at, and in our case it's supporting your employees - regardless of where they are. In a recent survey of our Helpdesk incidents, it was estimated that up to 40% of our daily Support Requests were received from employees either permanently based or travelling overseas. In each and every incident, Connected Intelligence's Helpdesk Team had the tools and resources they needed to ensure that the Request was responded to effectively.

Our unique Virtual IT™ system stays in constant contact with your travelling notebooks whenever they're connected to the Internet. This allows us to monitor and respond to problems, as well as taking complete control of the computer in order to assist your staff. So whether it's a crashing computer, or a simple question about how to remotely synchronise Microsoft® Outlook with your server, we can fix or guide your employee through the resolution of the problem with ease from a Remote Office, Hotel, Airport Lounge, Taxi or Mountain Top - all they need is access to an Internet connection.

What can I expect from our Virtual IT™ Department on a day to day basis?

Our Virtual IT™ Service wouldn't be what it is to our customers if we hadn't covered every base. That is, we recognise that the last thing you need is to learn that we don't offer X, Y or Z - only to have to find someone who does.

The Virtual IT™ Department does exactly as it sounds - we act as your own IT Department covering all day to day functions including to name a few;

* Monitoring and Testing your Daily Backups
* Monitoring your Server and Desktop computers for problems
* Proactively responding to problems remotely or onsite, day and night
* Supporting your employees via our acclaimed Helpdesk by web and telephone day and night
* Daily Security Updates to your Servers and Desktop computers including Operating System and Application Patches, as well as AntiVirus and AntiSPAM definitions

Our service is completely backed by our industry leading Service Level Agreement, to ensure we keep our promises. Included in this agreement is provision for the ongoing response to ALL of your day to day Support and Network Administration needs with no surprises or additional costs.

1300 556 700 - AUSTRALIA WIDE
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