For Support, Call 1800 653 282

What are you looking for?

Find answers and solutions to common IT issues. If you cant find an answer, contact us and we will be happy to help.
Please call our office on 1800 653 282 (Toll Free Australia) or +61 3 8610 6978 or email us with your question

Top most popular FAQs

Are free Anti-Virus software any good?

First and foremost, you never want to go without security protection on your computer. Most operating systems now come with their own antivirus software, the built-in security system does a reasonable job at keeping malware at bay, but you should still consider beefing up protection by installing antivirus software.

Free Anti-Virus has very low detection rates, as their signature DB’s are not updated as often as their commercial counterparts .

What exactly are Managed IT Services?

Simply put, at IDT Solutions Pty Ltd, Managed IT Services means we take care of your entire information technology requirement. We manage all your hardware and software sourcing, installation, technical support, and IT staffing needs. It also means IDT Solutions Pty Ltd acts as your go-to consultancy and support team, providing scheduled maintenance and upgrading of your systems, along with emergency assistance to keep your business up and running.

What is cloud backup?

Cloud backup also known as Online Backup is the process where your onsite backups are transferred to an offsite server every night. The server is located in a secure data centre. Cloud Backup replaces the need for someone to take a backup home each night. It is more secure, reliable and easier to manage and monitor.

What kind of response times can I expect?

We work with each client to establish specific expectations. Our measurable service levels specify clear consequences for not living up to our agreed-upon expectations. This will largely depend on the support agreement level, as they all have their own response times, and the agreement that has been made with the client and the contract terms.

The table below list the basic response times, these will change depending on contract and/or Service Support agreement.

Category Support Level & Initial Response Targets
Critical Silver = 2 Hour
Gold = 1 Hour
Platinum = 30 Minutes
Medium Silver = 1 Business Day
Gold = 4 Business Hours
Platinum = 2 Business Hours
Low Silver = 2 Business Days
Gold = 1 Business Day
Platinum = 4 Business Hours

How Long is a Managed Services Contract For?

Managed IT Services Contracts vary by provider. Some providers offer month-to-month programs, while others require a multi-year contract. Some have a very high start-up cost and lower monthly, while others offer a middle of the road monthly cost and spread the cost of start-up over the term of the agreement/contract.

What types of systems do you support?

We pride ourselves on being “ecosystem agnostic”: whether you use Google Apps or Office365, Windows or Mac, Android or iOS, we will support your team. Need to install a server onsite or host one virtually on Amazon or Azure? We will support you. Need to transition from one ecosystem to another? We’ll be there for you.
Just to name a few like Civica, Oracle, Salesforce, SailPoint, MuleSoft, MS Azure and a host of other applications and systems.

What should I do before I call for help?

When possible, write down any information about error messages and take screen shots your issue. Next, attempt to recreate the issue. Often times, it helps to close the program and restart the computer to reset the system, and possibly resolve the problem.

What does having Managed IT Services cost?

Our service model uses a fixed monthly fee, which is based on the size and complexity of your particular infrastructure. Once contracted, your Managed IT Services will cover maintenance and support for every component of your infrastructure, providing you with peace of mind and the ability to accurately forecast your IT maintenance costs. Additional activities outside the scope of the contract are treated as T&M and charged at the contracted rate card fee as agreed. Any service fee that is not listed on the rate card will be charged at standard commercial rates or depending on the size and length of the task rates can be negotiated.

What if we already have an internal IT department?

No problem! We offer scalable solutions that can be tailored to meet your specific needs. Whether you need a full package of managed IT services and consulting, security solutions or service desk support, IDT Solutions Pty Ltd makes it simple with an affordable and customized flat rate service plan.

How does a flat rate billing save me money?

Flat-rate billing gives you the ability to budget your IT expenses so you can better focus on your core business goals. We customize each service package for your unique business, so you only pay for what you need. IDT Solutions Pty Ltd serves as your “one stop shop” for all your managed IT service’s needs. And we do it all for one fixed monthly cost – We Don’t Profit from your Pain!

What is the difference between T&M and Fixed-Price proposals?

This has been a discussion point for quiet some time, and often asked. Why is a fixed-price quote/proposal more expensive?

The answer to the question is quite simple, as IDT Solutions takes all the  risk associated with the work that has been proposed, even if the tasks take longer than estimate, and of course this mean that the client needs to provide a fully detailed specification, anything outside of the specification will then be re-quoted as additional work.

T&M  – Time and Material quotes/proposals are generally quite cheaper as the risk of the work is taken up by the client and any changes to the specification or delays are charged as required, if the consultants/developers are  required to remain onsite or continue to work with the client to makes changes. This type of proposal allows for quite some flexibility to the work that is being requested, as the client will only be charged for the time our staff are working on the activity/project as requested.

The client needs to keep in mind that not all organisations will provide fix-price quotes/proposals, at IDT Solutions we can, BUT a fully details specification will need to be provided, and only after review of the specification to make sure that no ambiguity exist, and in consultation with the proposed team that will be working on the project/activity.

All our proposals are T&M, unless otherwise requested.

Couldn’t find your answer? Ask a question