General Support / Managed IT

How long will it take you to respond to my issue?

All of our service agreements include advanced system monitoring software. Our system proactively monitors your hardware and software for possible faults. This means that in many cases we can respond to your issue before you even realise there is an issue!

For problems or requests that are reported to us, our support process ensures that all service requests are reviewed by one of our account managers within a maximum of 30 minutes of receipt. Part of this process involves evaluating the severity and impact of the issue and then scheduling the job accordingly.

Our response times are stipulated in our support agreements and tracked by our system. This means you can be confident that your urgent issues will always be handled quickly and efficiently.

How long will it take you to actually fix our issue?

This depends on the issue, however our skilled consultants are able to quickly and efficiently resolve any problems that do eventuate. We have years of experience with all aspects of IT environments and so we have the knowledge to diagnose and resolve most problems quickly.

We also deploy state of the art remote monitoring and management tools onsite for all of our service agreement clients. These tools allow us to catch problems before they become serious and hard to fix, saving you valuable time and money. We also leverage our management tools to streamline many common tasks, again reducing the time and cost required.

How do I know you have the skills and capabilities required to look after me?

We are certified by a range of industry-leading companies. These companies typically have specific and rigorous requirements for bestowing certification on their partners. Some of our certifications include:

  • Microsoft Certified Partner
  • Malwarebytes Silver Partner
  • nbn™ Approved Delivery Partner

In addition to this, our staff are individually certified in a range of technologies including the systems above.

Are your clients happy with your work?

Yes, they are! Client satisfaction is a high priority for us and we have a formalised process to continually improve our services to clients.

As part of this process, we request feedback at the conclusion of every job or project and this allows clients to voice any concerns, make suggestions and provide any general feedback

As of July 2020, our average service ticket rating from clients is 97%.

To hear what some our other clients are saying, please have a look at our testimonials.

Who are your clients?

Our clients span a range of industries but are typically involved in eCommerce, government services, IT departments, professional services, or engineering and manufacturing.

They range in size between 5 users in a single office and 300 users spanned across many offices Australia wide.

What do you do for these clients?

The requirements, and therefore the services we provide, differ between our clients and we ensure that we target our services to meet these requirements.

Smaller clients do not have any internal IT expertise and tend to use us as their outsourced IT department.

Often larger clients do have internal IT staff and use us to supplement this when they have a gap in resourcing or knowledge.

All of our clients, both big and small, leverage our knowledge of best practice IT to undertake strategic planning, design and implementation of their infrastructure. We are therefore heavily involved in cloud, server, software and networking projects.

Areas, where we provide support, include:

  • Server hardware solutions design and deployment
  • Network infrastructure design and deployment
  • Provision of network and endpoint security solutions
  • Wireless systems deployment
  • Ongoing proactive maintenance of systems
  • Onsite consulting
  • Remote support and assistance

Your office is in Melbourne, how do you handle interstate problems?

Many of our larger clients have branches interstate or even internationally.

Our team in Melbourne is the first point of contact for all jobs, irrespective of location.

Using our toolset, we have scripting, management and remote desktop support access to all of our client equipment (providing there is network access available) and we are able to resolve most problems remotely without an onsite visit.

For general support that does require an onsite visit, we have agreements in place with local consultants around the country. This enables our team here to manage people “on the ground” if and when this is required.

For larger projects, we can send senior engineers interstate to personally oversee these jobs onsite.

How do I make a service request?

We have several mechanisms by which you can request work:

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Procurement Services

Do you sell equipment and software?

Yes we do! We deal with many of Australia’s leading IT distributors so we are able to provide you with a wide range of quality equipment at competitive prices. While of course you are free to purchase any equipment from any supplier, we prefer that you procure equipment from us rather than third parties. This enables us to ensure that you are purchasing equipment that is of good quality, fit for purpose and will work within our systems.

What software and equipment do you sell?

We have access to a wide range of equipment and software from most major manufacturers but have standardised our clients on what we feel are the best quality products. Our standard solutions include Lenovo desktops and laptops, Microsoft system software and Ubiquiti for wireless. These industry-leading products form the backbone of all of our solutions and we know that they will perform above your expectations.

I have to deal with a range of different technology suppliers and it is so confusing! Can you manage this for me?

Yes we can! This is a common problem faced by small business; there are so many companies involved in a business’s technology including telephony, printers, accounting software, hardware warranties, internet connections, etc and you do not necessarily have someone on staff to manage these.

We can act as your outsourced IT manager, coordinating all of these vendors on your behalf.

If you have a problem or requirement with any system just let us know and we can sort it out for you, either ourselves or by working with the relevant company.

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Office 365

What's the difference between Microsoft Office on my PC and Office 365?

Microsoft Office comprises of Word, Excel, PowerPoint, Outlook and other programs that are installed on your computer.

Office 365 is a set of complimentary cloud services to Microsoft Office which include:

  • Exchange Online – This allows you to send and receive emails to your own domain name (like steve@mybusiness.com). Using Microsoft Outlook to compose and reads emails.
  • SharePoint – A web based tool to help you manage your company’s information, documents, tasks and group calendars, like an Intranet site.
  • Microsoft Teams – A collaboration tool built for the modern workplace, allowing instant messaging, voice and video conferencing, screen sharing and record-able online meetings.

What's the difference between Office 2013 and Office 365 Business?

Office Home & Student 2013, Office Home & Business 2013 and Office Professional 2013 are one-time purchases.

Office 365 Business is a subscription. Office 365 Business provides a number of benefits not included in the one-time purchase editions of Office;

  • Always the latest version, never pay for an upgrade again
  • Install Office Applications on up to 5 desktops including PCs and Macs, and up to 5 tablets and phones
  • OneDrive for Business with 1TB of storage
  • Office Online – Create and edit Word, Excel, PowerPoint, and OneNote files via a web browser

Can I mix and match Office 365 Plans?

Yes, you can mix and match Office 365 plans.

In some cases there are limitations where the business has over 300 users. If you’re unsure, talk to us.

Does Office 365 work on Macs?

Yes, Office 365 works on both PC and Mac.

What happens to my data if I cancel my subscription?

Your data always belongs to you. If you decide to cancel your subscription, you can easily download your data.

How do I pay? Is it a monthly or annual cost?

Office 365 is available as both a monthly and annual subscription. Subscriptions can be purchased and modified through us.

Does OneDrive for Business replace my network folders?

For some businesses, this is possible. We recommend talking to us first.

If my business moves to Office 365, can I get rid of my server?

For some businesses this is possible, but more often than not a server is still required.

I've already purchased the latest version of Office. Will Office 365 still work?

Office 365 works best with the latest version of Office, Office 2010 and Office 2011 for Mac.

Office 365 will work with slightly limited functionality in Office 2007.

Office 365 will not work with any version of Office prior to 2007.

Do I still need anti-spam with Office 365?

No, Office 365 includes anti-spam and anti-malware protection at no extra cost.

There are plans for advanced threat protection if you require it, to prevent phishing and other data loss prevention.

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Service Agreements

What is a support agreement?

A support agreement is just that; a way that we agree to work together with you to best support your business.

The agreement outlines what services we will provide, how we will provide them, the service levels that you can expect from us and the associated costs.

Why should I have a support agreement?

Without a support agreement, there is no documented understanding of what you expect from us and what we will provide to you.

This can make it difficult if not impossible for us to provide you with the service that you need.

With an agreement in place, you can be confident about your expected IT outcomes and we are accountable for providing these outcomes.

What outcomes can I expect from an agreement?

Typically an agreement is put in place to meet one or more of several objectives:

  • Mitigation of business risk
  • Increase business efficiency
  • Allow for strategic business planning
  • Reduce IT related costs

Clearly each of these are important to business and should be of concern to business owners.

Can you tell me how a support agreement can address business efficiency?

As technology changes there are often new products that emerge, new methods of doing things, faster equipment, software that can assist with more of your work, and other things that can help business efficiency.

It is therefore important not only to keep maintaining your current environment but to be constantly looking at better ways to do things to save you time and money. A support agreement can help facilitate this through a quarterly review process to communicate any developments that might be of interest to you.

In addition to this, a support agreement helps prevent problems that impact on staff effectiveness and provide mechanisms to quickly resolve any problems that do occur. This keeps your business processes flowing as smoothly as possible.

Can you tell me how a support agreement can assist with my planning?

Clearly, in business, it is critical to have the right information so you can plan and budget for the future. Do you know what equipment you currently have? What software? What are the expected lifespans of these items? Will these items cope with projected business growth? How much will they cost to replace?

As part of a support agreement, we can work with you on a long term IT strategy to help plan your costs and examine the benefits that can be realized from these costs.

What types of IT support agreements do Digital Guppy offer?

When providing services to our clients, Synapse have 3 main types of support agreements:

  1. Flexibility agreement: This is a very basic agreement for small businesses. It includes basic environment monitoring. It allows the business to selectively use our other services on a time and materials basis as required.
  2. Proactive agreement: This type of agreement is suitable for most businesses. It includes advanced environmental monitoring and many proactive features to keep your network running smoothly, with options for additional services as needed.
  3. Managed service agreement: This type of agreement is a fixed fee agreement whereby we manage your entire infrastructure for you. This agreement is for businesses who need to have fixed, budgetable costs and for fixed outcomes from their IT infrastructure.

For more information about the features of each agreement please see our agreement comparison document.

But isn’t a casual arrangement much cheaper than a fully managed agreement?

Initially this can be true. Obviously it is cheaper not to engage IT support, or you can even try to fix problems yourself, rather than commit to a support agreement with a fixed recurring cost.

Over time, however, it becomes apparent that this is a far more expensive option. If your systems are not configured and maintained correctly they become much more expensive to maintain in the future. Faults become more common and require considerable cost and effort to resolve. In this situation your system also becomes disorganized and inefficient, causing you to forego the benefits of an efficient IT infrastructure. Your environment becomes a pointless cost, not a worthwhile investment.

Our experience with existing clients show that on average companies who use casual IT support require over twice the support hours per user than companies with a proactive or managed agreement, and these companies achieve a poor outcome from the money they spend. A support agreement is, therefore, most likely a much cheaper option!

I still think my IT costs would be lower without an agreement. Can you clarify?

It is a fact that we have found that, on average, clients with support agreements spend significantly less on IT support than clients without agreements.

Irrespective of this it is important to consider the big picture when looking at support agreement costs; IT support costs are only a very small part of the big picture. The risk mitigation, efficiency and planning benefits of a support agreement far outweigh the costs.

For example, assume you don’t have an agreement. How do you know your backup is working? Maybe it’s not! And how do you know your server is healthy. Are all the critical software updates installed? Is the hardware in good working order? Maybe not! How much would it cost in lost sales and staff time if the server was down for a day? What about two days? What if your data was lost and could not be recovered? Clearly, the cost of these types of events vastly overshadows the cost of any support agreement. If these events can be prevented by an agreement then the agreement will surely pay for itself.

I understand that you do maintenance but how do I know what work you are doing in the background?

Our management system provides you with periodic reports on the status of various aspects of your IT environment.

We also conduct periodic meetings with you to discuss the work that is being done and any recommendations for future work.

I have existing equipment and software, can I keep using these and have them covered by an agreement?

All of our service agreements include advanced system monitoring software. Our system proactively monitors your hardware and software for possible faults. This means that in many cases we can respond to your issue before you even realise there is an issue!

For problems or requests that are reported to us, our support process ensures that all service requests are reviewed by one of our account managers within a maximum of 30 minutes of receipt. Part of this process involves evaluating the severity and impact of the issue and then scheduling the job accordingly.

Our response times are stipulated in our support agreements and tracked by our job system. This means you can be confident that your urgent issues will always be handled quickly and efficiently.

I have to deal with a range of different technology suppliers and it is so confusing! Can you manage this for me?

Yes we can! This is a common problem faced by small business; there are so many companies involved in a business’s technology including telephony, printers, accounting software, hardware warranties, internet connections, etc and you do not necessarily have someone on staff to manage these.

We can act as your outsourced IT manager, coordinating all of these vendors on your behalf.

If you have a problem or requirement with any system just let us know and we can sort it out for you, either ourselves or by working with the relevant company.

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