Below is a list of frequently asked questions. If you can’t find answers to your questions here, please contact us
- Do you charge to review my current IT environment?
No. We offer a Technical Report Card of your IT environment at no cost and no-obligation, to determine how your IT environment is currently performing against industry best practice, identify any potential vulnerabilities, ensure your current IT support is adequate for your needs and to discuss a long-term strategic plan for your business.
Simply put, it’s a way for us to get to know you and your business and give you plenty of value up front so that you have an opportunity to get to know us and discover the value we can add to your IT environment and determine if you are using the right IT support for your needs.
- I already have an IT company so why should TCT do my technical report?
TCT will be able to review your IT environment and offer a different perspecitve that you may not have now. TCT has extensive industry experience with small, medium and large businesses and as you know, IT problems or areas needing improvement that are not resolved will cost your business money.
After the technical assessment, we present the Technical Report Card to you with recommendations for areas needing improvement. That might be the end or the beginning, it is entirely up to you.
- Who are TCT’s customers?
TCT’s customers include retailers, hospitality, car dealerships, medical institutions, government agencies, freight/shipping agencies, manufacturers, real estate brokers, educational institutions and more. Contact us for a reference from one of our clients or further information about your industry.
- What does TCT do?
From flexible pay-as-you-go support services to affordable service level agreements, if you’ve got between 5 and 250 staff we can provide your IT support.
We can be your complete IT help desk or just provide some extra support for your IT manager – our expert team can build a service that suits your exact needs and budget.
We can also now provide extended hours support to 12 midnight (AEST). This can be very helpful with staff working from home or in different time zones.
Our team of engineers can provide your business with access to specialists with the capabilities you need, offering experience, speed and accuracy to save you valuable time and money.
- Can I get a quote for products?
Yes. TCT is your single contact point for all your IT and telecommunication needs.
- Why should I buy from TCT?
Buying hardware and software can be complicated and expensive when you get it wrong. Operating systems that don’t work on some networks; Anti-virus software that doesn’t work with email systems, backup systems that actually don’t provide any real protection, Internet connections that don’t support VOIP or can cope with your network. We’ve probably seen it before and through testing and experience, we know what works.
- What is a Service Level Agreement?
TCT has offered a Service Level Agreement to its clients for over 15 years. Outsourcing your IT support can free up internal staff to focus on strategic issues rather than day to day IT systems management.
Our dedicated team of specialists provides extended coverage for your business throughout the year, unaffected by sick leave, overtime and holidays. We proactively manage your system so that we can pinpoint the problems, often before you know about them, and fix the root cause of the problems to provide you with a stable IT environment, all for a flat fee per device. For TCT clients, it just works.
- Are you promising that I won’t have any technical problems or downtime?
No, we cannot promise that you will never have any technical problems or downtime; no one can. However, you will see a significant drop in the number of problems you experience and a dramatic improvement in the speed, performance, and reliability of your systems.
Our proactive approach and long-term strategic plan for your business makes sure your IT environment continues to operate at its peak performance.
- Are printers and copiers covered?
Yes. We can’t do maintenance like change toner and add paper. But we are happy to troubleshoot any problems and determine where the problem lies. If the problem is with the computer, network or server, then we will fix it. If the problem lies with the printer or copier itself, then we will suggest a third-party repair service.
- Can you support our phone system?
Yes. If you purchase or lease your phone system through one of our trusted phone service providers then your phones will also be supported during the warranty period. If you have a phone system that is not from one our partners, then we are happy to work with your phone service provider under our contract rates.
- Are new hardware and software installation costs covered under SLA’s?
No. We will advise you of any additional labour costs up front to install and configure new hardware and software which is not covered under the SLA. The labour cost will also be fixed and capped so that there will be no surprises. Costs of hardware and software are not included in any Service Level Agreement.
- What is NOT covered under SLA’s?
The main thing to keep in mind is that our SLA’s are a maintenance and support program. It does not cover labour to perform what would be considered “projects” like building a new server or migrating your fleet of computers to a new operating system.
- Do you offer special rates for charities and other Not For Profit organisations?
Yes. TCT considers it an honour to give back to the community and we offer discounted rates for any products and services we supply to charities and other Not For Profit Organisations, to help them get the technology they need at the budget they can afford.
- Do you support IT Managers and internal IT Departments?
Yes. There are many reasons to support your existing internal IT department and we can provide assistance as follows:
- Holiday cover: What happens if your server fails when your IT Manager is on annual or sick leave and not contactable?
- Backups: No matter how highly skilled your IT Manager is, backups sometimes go untested and your data is vulnerable to loss or corruption if the right Disaster Strategy is not implemented.
- Task management:
IT Managers face numerous challenges in their job; if they are focusing on one aspect of the business, they may need help with other areas. Justifying further recruitment is often difficult but TCT would be available to assist wherever necessary.
- Project implementation:
Why make a project that could be completed in a few days last weeks simply because of lack of resources? TCT’s skilled IT engineers simplify matters, enable rapid project implementation and brings the benefits of the project to users much faster.
- How much do you charge?
We understand that every business is unique and comes in different sizes, different locations and the number of employees varies. We therefore tailor pay-as-you-go labour fees to suit your needs. Please contact us for further information.
- Will you monitor my IT environment?
Yes. Our Service Level Agreements come with free Real Time Monitoring software which advises our staff on an regular basis if anything critical is failing and we inform you often before you know you have a problem.
If you use TCT for ad-hoc work, you can purchase RTM per device from TCT for your IT environment and set up the service to report regularly to your IT Manager.
- Do you come to us?
Yes. We currently support clients in Metro Sydney, Melbourne, Brisbane, Perth and Adelaide. All appointments are made to fit the needs of your business. However, we are often able to support clients out of reasonable travel range with a range of suitable remote access technology.
- Do you provide telephone and remote support?
Yes. We can provide a range of remote support options.
- Do you offer extended hours support?
Yes we do. As part of TCT’s ongoing commitment to service, we have now introduced extended coverage hours.
Our extended support covers Monday to Friday up to midnight (AEST). It includes remote support for all phone calls, emails and our monitoring alerts.
This enables our technical team to fix issues right up to 12 midnight (AEST), which reduces your business risk and ensures if there are any issues during this period, they are actioned and fixed before you staff arrive for work in the morning. This will increase your up-time and your teams’ productivity.
It’s really your own IT Department; now working 16 hours a day.
- Do you recommend technology products?
Yes. TCT researches and test numerous products to build a Specialised Product Suite. TCT is conscious that products evolve over time and we consistently update the product suite to stay up to date with technology, to offer the best solution for your business.
- Do you plan for the future of my business?
Yes. TCT offers our Gold and Platinum SLA clients quarterly Strategic IT Meetings. This empowers our clients to develop a clear direction of how IT and communications fits into their business and the areas that need to be addressed throughout the year. We believe this proactive approach enables clients to effectively plan and budget IT changes that align with their future business requirements.
- Can you finance IT infrastructure projects?
Yes. TCT recognises and understands that the business climate is changing and we developed a solid relationship with leading finance companies so that you can have access to the technology you need today. Finance arrangements enable businesses to improve their IT environment with smaller fixed monthly payments to help you overcome high investment costs and achieve better business results now.
- My Company is relocating. Can you help us?
Yes. We understand that your IT and telecommunications systems are vital to your working day, so we will work with your business to ensure a seamless move and to minimise the disruption and downtime to your business through careful planning, movement and testing.
- Can you assess the capacity of our IT system?
Yes. We can help you gain an insight into how your IT resources are being utilised now and develop a plan for an optimal solution for your current and future business requirements.