OUR SUPPORT AGREEMENT

Here are the list of inclusions for our MSP (Managed Service Agreement).

Please click on each section for more info.

OPTIONAL EXTRAS

There are a few things that are optional, which you can add to your support agreement at low cost.

Please click on each section for more info.

Your staff could literally call our support 10 times in one day and the bill stays the same.  We log in via secure remote software and can use chat windows and/or the phone as needed.

If you are in the Melbourne Metro area we come to you if required. We don’t charge for travel.

For users based outside the Melbourne metro we use trusted local support technicians, and apply a call out charge as appropriate. In these cases, we offer a reduced monthly fee for devices outside the Melbourne Metro area.

We have a couple of MSP customers with branch offices around Victoria, Australia, New Zealand and South East Asia.

We identify with you where all your important files and folders are, and anything that is not backed up safely to cloud is then backed up to our secure servers. We have ransomware-safe file versioning, so in the event of any corruption or encryption we can roll you back to prior to the event!

We are Global Administrators of your Microsoft 365 or Google Workspace accounts, and configure the security and retention settings in line with IT Industry best practice.

Have a software package unique to your Industry? We learn all the support basics and provide the first level of support for you, and only forward issues to the Vendor support if necessary.

Our computer support program sits in the background of your computers and allows us access to reports on your device health, drive storage etc, and allows us to perform a lot of maintenance in the background, without even disturbing you.

Things go wrong with Desktops, laptops and Servers. We diagnose and fix anything and everything at no extra charge, except for parts.

When your business expands, or staff come and go, we set up an agreed on-boarding and off-boarding policy to make sure that new staff get emails and logins, and ex-staff… don’t!

We provide a full IT Security stance that includes Anti-virus installation, monitoring & management, internet filtering, email filtering and backup.

We also have a ‘white hat’ penetration testing provider we can refer you to for a good shake up to see if any of your team are vulnerable to scams etc.

Rather than use the built in update tools, we hold back any potentially harmful updates (they’re not always well written) and apply them once safe to do so.

You keep ownership of your domain names, but we automatically and proactively renew them and keep them secure for you, attending to any regulatory compliance.

We include your primary domain name for free under our agreement.

In most cases we provide a website hosting account in your Agreement. For users with super heavy website requirements we provide advice and place you with e suitable, cost effective and secure hosting provider, and manage the service for you.

Need something from the world of internet and computing? We listen to your needs and go to market, providing you tailored advice for the best options. Its like having your own Choice magazine, just for you.

We come to your workplace and attend to anything hardware-related, and supply parts at cost where needed.  If we supply the hardware we will also deal with their warranty support.

We can supply computers or setup any that you purchase elsewhere, so long as it meets our (sensible) minimum specifications.

We can supply loan computers and a temporary internet solution at no charge (apart from internet service fees) in the event of equipment failure or theft, or a prolongued internet outage…

We understand the time-sensitive nature of the Conveyancing Industry (the owner is a former Licensed Conveyancer) and we have taken the time to school up on LEAP, SmokeBall/TriConvey and Dye&Durham’s Conveyancing Manager. We provide Level 1 support, know our way around the common issues and fixes, Outlook connections etc, and will document and lodge Level 2 support requests if necessary on your behalf. We become your First Point of Contact for all support matters regarding your Conveyancing Software.

We can backup your Microsoft365 Accounts or Google Workspace accounts daily to a separate Cloud server, on totally different cloud server hardware, to keep your email and cloud files safe in case of emergency. Only a few dollars per month per account.

Although this is often not essential, as we encourage all of our clients to store all data in folders that are backed up to cloud(s), there are some cases where a computer has a particular set of programs installed that are hard to replicate or need to be set up again quickly in the event of hardware or software issue. We can back entire computers up on a daily basis for a few dollars per machine per month.

This is not so much an optional extra as it is one of the few things that is not covered in our agreement. A little knowledge can be a dangerous thing and we make it a condition of our support agreement that you leave the support to us.

Large Projects are quoted as applicable – but most things are covered under the agreement. We even include helping you move offices in our support agreement. Try find THAT anywhere else!

UNLIMITED SUPPORT.

Our Support Agreement is AYCE (all you can eat), which whilst being a horrible (but real) acronym, it is a great idea. When you remove the ‘clock’ from service delivery, we can take the time to fix things properly and look after business IT needs long term, and our clients aren’t sweating over an hourly rate.

BYE HOURLY RATES

Let’s get to know your business properly and grow with you.

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HELLO BETTER SERVICE

Reach out to familiar support staff who know who you are, and what you need.

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BACKUP & RECOVERY.

Backup, Backup, Backup.

There are two kinds of businesses: those that have been hacked, and those that will be hacked.

If the CIA can get hacked, so can you.

However – backing up can get you running again, and quickly.

Backing up is what we do.

IT SECURITY.

Filter your email for the worst of what the internet wants you to see. Filter your internet to stop most threats from reaching your browser. Filter your computer’s activity to stop threats. Filtering is a main component of good IT security.

A reality of the internet age is that the best any business can do it to follow all IT Security best practices, engage quality Cyber Insurance, and back up!

Greenhood IT will assist in bringing your business up to compliance standards so you can get insurance and peace of mind.

SECURITY

It’s a lot of things, things we understand. Let us worry about it.

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RECOVERY

The relief when you see your hard work is still there after all.

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ONGOING SUPPORT.

Not working? We can help you with that. And yes, we will ask if you have turned it off and on again…

TOTAL UPTIME

CLOUD GROWTH

SCALABILITY

“We tell everyone we have nerds now. Real proper nerds. Our nerds – we love you.”

Yvonne, Law Firm, Melbourne CBD

“I used to do it all and I hated it. Nothing was ever quite right and it kept changing. Rick and Scott are worth their weight in gold.”

Mitchell, Engineering, Moorabbin VIC

NERDS… hmmmm

WE PREFER ‘GEEKS’, BUT OKAY…