2.8 min readBy Published On: July 29, 2020Categories: Best Practices

A new support structure is coming September 1st!

A number of months ago we launched our Managed Services offering, providing customers with the choice of a Good, Better or Best option in IT support. A number of customers have since signed up for our MSP (Managed Service Provider) offering and we are now providing them with all their IT support for a low monthly fee per computer.

However a number of customers decided not to take advantage of that offer and are still calling regularly for IT support, password resets and other miscellaneous issues that are not associated with our cloud hosting services.
Of course, if it is an issue where there is a problem with our cloud we are more than happy to help out with no additional charge. However, there are a number of service requests constantly coming through for password resets and miscellaneous assistance, even though we now have a whole suite of self-service tools and training available.

So to encourage you to take advantage of these tools and services, and to help minimise non-cloud related IT support requests, we will be implementing a number of fees and charges for services which you could use our self-service tools for. Of course, if you prefer our hands-on support rather than self-service you always have this option available with the additional charge associated.

From September 1st password resets due to forgotten usernames or lost passwords will incur a charge of $60AUD. Support calls not related to cloud hosting issues will incur a charge based on $180AUD per hour and will be billed in 20-minute increments. That means if the support request takes us up to 20 minutes to resolve then it’s a $60 charge, if it takes up to 40 mins it’s $120, and so on.

We have multiple ways to access information, training and self-service tools listed below:

Our Blog – https://www.smbsolutions.com.au/news/ – containing multiple posts with updates, new information, technical tips and training.

Our Resources – https://www.smbsolutions.com.au/client-hub/ – containing videos from our YouTube Channel, downloadable PDF’s, technical videos and training help videos.

Our FAQs – https://www.smbsolutions.com.au/ – our most frequently asked questions and quick technical processes. These FAQs can also be found on our support portal Knowledgebase.

Our Logins – https://www.smbsolutions.com.au/ – for access to the Australian and NZ WebClient, the Singapore WebClient, the service portal and service status page.

Our YouTube – https://www.youtube.com/user/duffyrichard – for the latest videos, both original and shared content, with training and technical tips throughout.

Our Support – https://smbsolutions.itclientportal.com/ – the direct link to our support portal for access to the Knowledgebase and to create a service request ticket.

Our Password Reset (AU/NZ) – http://selfservice.smbsolutions.com.au:8889/ – the direct link for customers worldwide to manage and reset their password.

We are always working to bring you the latest news, updates and technical information in as many different forms of communication and through various channels.

If there’s something you would like to learn more about then let us know! Reach out to the SMB Solutions team today for more information on our MSP services, for any questions on the above information or any feedback you have for the team.

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