Frequently asked questions

Please find a collection of our customers “Frequently Asked Questions” on Managed IT Support & other Tech services

If you have a question that is not included below, please submit a request from our Contact page and we will try to answer your question at our earliest convenience.

How much do you charge?

It really depends on what we’re doing. Managed IT Support is charged in blocks of 30 minute increments, IT Consulting 60 minute blocks while training is usually day or half day (but can also be hourly if you like). The hourly rate depends on whether you are on contract or not. Hosting is charged quarterly or annually and web & Sharepoint services are normally project-based – so we agree on the scope and set a fixed-fee for your peace-of-mind.

What are your payment terms?

Both contact and out of contract invoices are 15 days from invoice date. Projects are tied to milestones: a deposit upfront, a final payment and if the project is large enough – an interim payment in between.

Where are you located?

Our office is in Sydney, so our consultants are that little bit ‘cooler’ More recently, we also have partners and consultants in Melbourne and Brisbane.

What if the consultant is unable to diagnose and solve the problem?

Troubleshooting Expert aim to solve all your technical difficulties however, if there was an occasion where we are unable to provide a solution at all, then any fees incurred during this time will be significantly reduced.

Do I need to go on contract?

No. We understand that for some customers they need our expertise only now-and-then, so have many customers on Pay As You Go. However we’ve found for most customers they receive the greatest value by going on contract, as you can received cheaper hourly and daily rates (plus better response times and many other benefits).

What is Troubleshooting Experts IT Managed Services?

Businesses are becoming ever more reliant on technology, and whilst it can increase efficiency, it can also be unreliable and require regular maintenance. This has meant that very few companies can do without reliable and cost effective IT support. Unfortunately, however, it’s not feasible for every business to employ an in-house IT team as it can be extremely costly to do so. Instead, many companies choose to outsource their IT support to ensure the smooth, cost-effective running of the business. If you’re considering following suit, consider Troubleshooting Experts managed IT Support Services. Employing only the most experienced and competent technicians, we can assure a first-class service every time.

Why choose Troubleshooting Expert?

Apart from being highly experienced within IT infrastructure support and consultancy, all our technicians are qualified to MCSE (Microsoft Certified Systems Engineer) standard. Others qualifications include CCNA (Cisco Certified Network Associate), ACSP (Apple Certified Support Professional) and CompTIA. So you can rest assured that your servers, network and computer systems will be looked after in the most capable of hands.

Do you repair Printers/Monitors/Scanners?

We only carry out software related repairs to printers, monitors and scanners – driver or installation problems. We will however liaise with manufactures on your behalf in order to arrange replacement physical components if required.

Do you repair laptops?

Yes. Software related problems are treated as a normal workstation would remotely and on-site. Hardware problems such as a “broken screen” for example, would involve collecting the laptop from your premises for an engineer to work on in our workshop. The laptop would then be returned to your home or business as soon as the repair has been completed.