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IT Support

right for you

Peace of Mind and Security

itro’s monitoring environment is core to our proactive maintenance program. We continuously check the health, activity and available capacity of your servers, ensuring your systems are working properly. Potential issues are identified and addressed before they become a problem.

itro has built its own customised 24-7 monitoring environment based on Microsoft Systems Centre. You can feel secure knowing itro’s environment is customised, configured and maintained in-house by our senior engineers. No one outside itro is involved in monitoring your data and no third party agencies are involved or have access to your networks.

itro’s environment enables our engineers to customise 24-7 monitoring and reporting to meet individual client requirements. Vendor software updates are automatically installed onto your systems as they are released, ensuring your systems always have the latest security measures.

What can be monitored?

More info here

Need help right away? Call 1300 10 3000
itro’s Service Desk operates Monday to Friday, 7.30am to 6.30pm (AEST) excluding Victorian Public holidays. All service desk calls are taken at our head office in Melbourne. At no time will you be transferred to an off-shore call centre.

When you call 1300 10 3000 you will be directed to the engineer best qualified to help you. Depending on your needs a Level 1, 2 or 3 engineer will be assigned to help you. itro’s Customer Service Manager monitors the daily progress of individual cases using itro’s in-house helpdesk management system. This system is used to:
Ensure your cases get handled quickly and efficiently; and
Produce monthly reports of your logged cases, how they were resolved and related charges for easy review.

On-Site and Remote Support

Right support, right time

itro will support your team with friendly and experienced engineers who will manage any IT issues for you quickly. itro has a three phase Rapid Problem Resolution designed to get you up and running – fast.

1 – Service Desk Support itro’s Service Desk gives our clients prompt technical support from an experienced itro engineer.

2 – Remote Access Support Using our secure, remote access Customer Portal, itro’s engineers access your IT problems through remote access tools and fix problems without using up time travelling to your office.

3 – Site Visit Support For situations that are too complex to resolve remotely itro’s engineers will visit you on site. With our Cremorne (Richmond) office located only five minutes from Melbourne’s central city district and two minutes from the M1 Monash Freeway, we can be at your business premises in no time.

Simply call 1300 10 3000 and we’ll direct you to the right engineer best qualified to help you on the phone, remotely or at your office.

Our Service Desk operates Monday to Friday, 7.30am to 6.30pm (AEST) excluding Victorian Public holidays. Out of hours support is also available on request. We will deal with your third party vendors across any time zone on your behalf. itro can manage all your IT for you.

Peace of Mind and Security

itro’s monitoring environment is core to our proactive maintenance program. We continuously check the health, activity and available capacity of your servers, ensuring your systems are working properly. Potential issues are identified and addressed before they become a problem.

itro has built its own customised 24-7 monitoring environment based on Microsoft Systems Centre. You can feel secure knowing itro’s environment is customised, configured and maintained in-house by our senior engineers. No one outside itro is involved in monitoring your data and no third party agencies are involved or have access to your networks.

itro’s environment enables our engineers to customise 24-7 monitoring and reporting to meet individual client requirements. Vendor software updates are automatically installed onto your systems as they are released, ensuring your systems always have the latest security measures.

What can be monitored?

More info here

Need help right away? Call 1300 10 3000

itro’s Service Desk operates Monday to Friday, 7.30am to 6.30pm (AEST) excluding Victorian Public holidays. All service desk calls are taken at our head office in Melbourne. At no time will you be transferred to an off-shore call centre.

When you call 1300 10 3000 you will be directed to the engineer best qualified to help you. Depending on your needs a Level 1, 2 or 3 engineer will be assigned to help you. itro’s Customer Service Manager monitors the daily progress of individual cases using itro’s in-house helpdesk management system. This system is used to:

  1. Ensure your cases get handled quickly and efficiently; and
  2. Produce monthly reports of your logged cases, how they were resolved and related charges for easy review.

On-Site and Remote Support

Right support, right time

itro will support your team with friendly and experienced engineers who will manage any IT issues for you quickly. itro has a three phase Rapid Problem Resolution designed to get you up and running – fast.

1 – Service Desk Support itro’s Service Desk gives our clients prompt technical support from an experienced itro engineer.

2 – Remote Access Support Using our secure, remote access Customer Portal, itro’s engineers access your IT problems through remote access tools and fix problems without using up time travelling to your office.

3 – Site Visit Support For situations that are too complex to resolve remotely itro’s engineers will visit you on site. With our Cremorne (Richmond) office located only five minutes from Melbourne’s central city district and two minutes from the M1 Monash Freeway, we can be at your business premises in no time.

Simply call 1300 10 3000 and we’ll direct you to the right engineer best qualified to help you on the phone, remotely or at your office.

Our Service Desk operates Monday to Friday, 7.30am to 6.30pm (AEST) excluding Victorian Public holidays. Out of hours support is also available on request. We will deal with your third party vendors across any time zone on your behalf. itro can manage all your IT for you.

What level of service does your business need? Maintenance, urgent problem resolution?

itro understands every business has different needs, that’s why we offer you the flexibility to choose from 3 different IT Service Plans to suit your budget.

All itro service desk staff are qualified by Microsoft. So it doesn’t matter which IT Service Option or Plan you choose, the quality of service you get will be gold standard.

itro Service Plans / No locked-in support contracts

Miscellaneous costs

Add-on's

All prices are excluding GST and all site visits are a 1 hour minimum, followed by 30 minute intervals. Standard support hours are 7.30am – 6.30pm AEST.
(1) = Does not include support from our Senior Engineer team who are charged at $225 per hour.
(2) = Inclusive of support for Windows or Mac operating systems and commonly used applications. To be agreed upon at point of engagement.

Please note: Termination of an itro Support Plan requires a 60-day notice.

Enquire about our Support Plans

Please enter your details below and we will get back to you with more information on this support plan.
  • This field is for validation purposes and should be left unchanged.
Check out our itro news to keep informed with the latest technology updates and security alerts
Pricing and plans

How much does your ‘all inclusive’ IT Contract cost you?

In February 2016 West Australia’s Auditor General released a report detailing how WA Health Department’s IT contract had blown out from an initial fee of $44.9 million dollars to a staggering $81.4 million dollars. Interestingly the report noted one public servant – who had a discretionary spend limit of $100,000 – had spent more than $40 million dollars on contract variations (italics ours).

At itro we have noticed a growing trend amongst IT providers to lock-in businesses with 12, 24 or 36 month contracts for Managed IT Services that incorporate outrageous legal fees and caveats on what is included in the term ‘support’. When you request something outside the terms of your contract, or not specifically categorised as ‘support’ by your provider, you incur extra costs.

Managed Services that work for You

itro offers Managed Services (all-inclusive set monthly fees) with no lock-in contract. All support requests are covered by itro’s set monthly fee. We are happy to operate on a ‘gentleman’s agreement’ for an agreed term for our Managed Services however you keep the flexibility to change to a different Service Plan or opt-out without penalty (choose the IT Service Option or Plan that suits you). For those businesses that need the certainty of a fixed contract, that’s fine with us too.

We want our clients to stay with us because they love us, not because they are contractually trapped.

More on no lock-in contracts

What are they talking about?

Apple - Microsoft - Android
Cloud - on premises - infrastructure - Azure
Office 365 - Google Apps
Managed services
Ransomware - CryptoLockers - Phishing
Firewall - Intrusion Prevention - Content Inspection - Anti Virus - Anti SPAM

Do you understand what your IT provider is talking about? Understanding the basics of how IT tools and devices work definitely helps you make informed decisions on what your business does and does not need.

5 things you should know about your IT

  1. Is your business data safe?
  2. Is your hardware (infrastructure) right for your business?
  3. Are your network, data and IT systems protected?
  4. Do you understand - or have - a Backup and Disaster Recovery Plan?
  5. Are your systems configured to give you maximum performance and value?

Your IT provider should be able to explain to you in plain English what IT systems you have, what it does for you, what options are available and what it is costing you. Don't be lost in jargon. No matter how complex an IT solution is, a good provider will be able to explain it to you in terms and costing you understand. If they can't you need to ask yourself is it because you are being sold a solution that is not clearly understood by the seller, to hide what is not working, or to profit the seller?

If you are having difficulties with your IT, or your current provider does not give you easily understood answers, itro can help you. itro’s IT Systems Assessment will close any gaps of knowledge you have about your IT. A Senior Engineer from itro will conduct a thorough review and give you a written report documenting your current systems, any problems or issues found and suggested solutions to address those issues. You will have the answers to every one of the above questions, and more. We find this service is frequently taken up by businesses looking to change their IT support to Managed Services with fixed monthly pricing. Without being bogged down in technical details you will know and understand the important IT issues your business faces and have the peace of mind of having a team of engineers manage your IT systems. If you are in the Melbourne area and would welcome a free itro IT Systems Assessment call us now on 1300 10 3000.

itro's full page on Plain English

What level of service does your business need? Maintenance, urgent problem resolution?

itro understands every business has different needs, that’s why we offer you the flexibility to choose from 3 different IT Service Plans to suit your budget.

All itro service desk staff are qualified by Microsoft. So it doesn’t matter which IT Service Option or Plan you choose, the quality of service you get will be gold standard.

itro Service Plans / No locked-in support contracts

Miscellaneous costs

Add-on's

All prices are excluding GST and all site visits are a 1 hour minimum, followed by 30 minute intervals. Standard support hours are 7.30am – 6.30pm AEST.
(1) = Does not include support from our Senior Engineer team who are charged at $225 per hour.
(2) = Inclusive of support for Windows or Mac operating systems and commonly used applications. To be agreed upon at point of engagement.

Please note: Termination of an itro Support Plan requires a 60-day notice.

Enquire about our Support Plans

Please enter your details below and we will get back to you with more information on this support plan.
  • This field is for validation purposes and should be left unchanged.
Check out our itro news to keep informed with the latest technology updates and security alerts
Pricing and plans

How much does your ‘all inclusive’ IT Contract cost you?

In February 2016 West Australia’s Auditor General released a report detailing how WA Health Department’s IT contract had blown out from an initial fee of $44.9 million dollars to a staggering $81.4 million dollars. Interestingly the report noted one public servant – who had a discretionary spend limit of $100,000 – had spent more than $40 million dollars on contract variations (italics ours).

At itro we have noticed a growing trend amongst IT providers to lock-in businesses with 12, 24 or 36 month contracts for Managed IT Services that incorporate outrageous legal fees and caveats on what is included in the term ‘support’. When you request something outside the terms of your contract, or not specifically categorised as ‘support’ by your provider, you incur extra costs.

Managed Services that work for You

itro offers Managed Services (all-inclusive set monthly fees) with no lock-in contract. All support requests are covered by itro’s set monthly fee. We are happy to operate on a ‘gentleman’s agreement’ for an agreed term for our Managed Services however you keep the flexibility to change to a different Service Plan or opt-out without penalty (choose the IT Service Option or Plan that suits you). For those businesses that need the certainty of a fixed contract, that’s fine with us too.

We want our clients to stay with us because they love us, not because they are contractually trapped.

More on no lock-in contracts

What are they talking about?

Apple - Microsoft - Android
Cloud - on premises - infrastructure - Azure
Office 365 - Google Apps
Managed services
Ransomware - CryptoLockers - Phishing
Firewall - Intrusion Prevention - Content Inspection - Anti Virus - Anti SPAM

Do you understand what your IT provider is talking about? Understanding the basics of how IT tools and devices work definitely helps you make informed decisions on what your business does and does not need.

5 things you should know about your IT

  1. Is your business data safe?
  2. Is your hardware (infrastructure) right for your business?
  3. Are your network, data and IT systems protected?
  4. Do you understand - or have - a Backup and Disaster Recovery Plan?
  5. Are your systems configured to give you maximum performance and value?

Your IT provider should be able to explain to you in plain English what IT systems you have, what it does for you, what options are available and what it is costing you. Don't be lost in jargon. No matter how complex an IT solution is, a good provider will be able to explain it to you in terms and costing you understand. If they can't you need to ask yourself is it because you are being sold a solution that is not clearly understood by the seller, to hide what is not working, or to profit the seller?

If you are having difficulties with your IT, or your current provider does not give you easily understood answers, itro can help you. itro’s IT Systems Assessment will close any gaps of knowledge you have about your IT. A Senior Engineer from itro will conduct a thorough review and give you a written report documenting your current systems, any problems or issues found and suggested solutions to address those issues. You will have the answers to every one of the above questions, and more. We find this service is frequently taken up by businesses looking to change their IT support to Managed Services with fixed monthly pricing. Without being bogged down in technical details you will know and understand the important IT issues your business faces and have the peace of mind of having a team of engineers manage your IT systems. If you are in the Melbourne area and would welcome a free itro IT Systems Assessment call us now on 1300 10 3000.

itro's full page on Plain English