FAQ

FAQ


Following is a list of the most frequently asked questions for each of the services we provide. Please don’t hesitate to call us with any questions you have.

  • IT Support
  • Managed Print Services
  • AusCloud BDR
  • AusCloud One

 IT Support Services

What is not include in the IT Department Pro membership?

Nothing, this is 100% all inclusive service, you will never be invoiced more than the monthly fixed fee. 

What’s not included in IT department Remote?

Onsite support, Installation of new equipment or software applications. Traditionally called project work. 

Why is the pricing for unlimited based on the total PC’s, laptops and servers?

These are devices that we can load our management tool on to, as such it means we can easily keep your pricing up to date. 

If we reduce the number of PC’s, Laptops or servers does that affect our price?

Yes, it will reduce the costs, we calculate this monthly so as to be sure you are never paying for something that is not used.

What happens if we increase peripheral equipment such as printers, smartphones, iPads etc.?

These devices do not affect your fixed costs, we support everything but the price is only based on PC’s, laptops and Servers. 

What is the minimum contract term?

All of our agreements are month by month, we  don’t want you to stay because you are contractually bound, we want to you to stay because we do a great job.

How do you ensure users don’t get access to information they are authorized to view?

Any alteration to user access levels needs to be approved by their manager.

This can be as simple as us requesting the user to CC their manager on the access level increase request asking the manager to authorise the change.

What maintenance do you perform?

Maintenance is performed in real-time via our ITSM tool Kaseya. This includes all server and workstation operating system patching, anti-virus / malware updates and third party application automated updates. 

What anti-virus / malware software do you include?

We utilize Webroot Secure Anywhere business endpoint protection software. 


Managed Print Services

What exactly is a managed print environment?

We define a managed environment quite simply:

         1. Understand the current fleet – printers, copies, faxes etc.

         2. Measure continually – both production and costs

         3. Make informed decisions on the data collected

Print management is not a one-time project.  It’s an ongoing process that is continually changing because your business changes.

What are the benefits of a managed print solution?

The benefits from a managed print solution include:

         1. Identified printing costs;

         2. Page volumes and Print devices are known and managed;

         3. Devices are standardized and consolidated;

         4. I.T. staff involvement is significantly reduced; and,

         5. You can save up to 30% on print-related costs.

What is the Assessment and how long does it take?

The Assessment can take from two to four weeks. Usually, it depends on the size of your organization, but not always. Each situation is different and we take the time to truly deliver value to your organization through the Assessment process. Some of the elements of an Assessment are a look at the entire spend, equipment deployment, staff use, the current costs of each piece of printed paper for copying, printing, faxing and scanning and the length and terms of vendor contracts and agreements that are in place for supplies.

It’s free of charge to you. The only thing we ask is an opportunity to provide you a business case where we can help drive savings and process improvement. Some of the steps we perform and report back to you about include a management survey, a financial review and a cost benefit analysis. But most importantly, we spend time with you and as many end users as we can in order to truly identify what the needs are and how we can support those needs. Once completed, we sit down with you and others and talk through our findings to coordinate solutions with you.

Why a cost per page billing model?

A cost per page billing model takes into account all the costs of printing and breaks them down into a simple per-page cost. In this way, all the costs of printing are known to you and can be budgeted, forecasted and reported against in order to more thoroughly manage a previously unmanaged business expense. Furthermore, this model transfers the risk of toner cartridge and print device performance directly to the service provider. Lastly, the per-page costs become an essential data-point for the management and optimization of your print environment. 

How much can we expect to save by implementing a managed print solution?

Typical cost savings are 10-30 percent. You save time and money by increasing employee efficiency. Employees who previously spent time supporting printers by ordering supplies, processing invoices, and responding to printer-related help-desk calls can better concentrate on their core job responsibilities. 

Can you help me determine how to best use printer technology at my business?

Yes — your managed print expert has experience and training relating to MFP and network print device technology and how it can affect workflow in your business. In addition, they have access to industry experts through partnership relationships and can bring in additional expertise to assist in educating you about available technologies to improve workflow and enhance security at your place of business.

How do you provide its services to my IT staff?

We become an extension of the IT staff focused on printer related issues.  If you have a Help Desk, the process is the same except the printer calls are routed to our services desk and we provide the necessary support.  

Why does a print strategy matter to my organization?

The easy answer is: To improve processes that lead to enhanced productivity and to cut costs through expert strategic planning, management, monitoring and measuring of your print environment. 

What does a managed print environment do for our environmental impact?

Managing a printer fleet goes hand in hand with being environmentally friendly as it will,  

  • Reduce wasteful printing and redundant resources
  • Make better use of the existing fleet by extending its useful life.
  • Dispose of supplies and printers in an environmentally friendly way


AusCloud BDR

What happens if one of my production servers fails and can’t be fixed quickly?

Once it is determined that the production server is going to take too long to repair, the latest backup of the server is loaded into the virtual server environment on the NAS, the process takes less than 1 hour, and once complete you will have an exact copy of your server operating the same  as before it failed.

How do I get back my production server after a disaster is called?

Once the server images are loaded into the virtual environment and used, the production server has to be recovered with a bare metal restore. This process has to be done outside business hours and consists of restoring the virtual image back to the server with all changes made while it was being used. The recovery can even be done onto different hardware in the event the failed server hardware cannot be recovered.

How secure is the offsite storage of my data?

All backup images are encrypted on the NAS they are then sent in an encrypted format over the internet. The only way to access the backup files are with the password file that is used to create them. If this password file is ever lost you will not be able to recover  any of your data.

Is the service monitored for failures?

Yes, all backups are recorded and monitored from a central console by MSP Blueshift. Any backup failures will generate alerts and steps will be taken to rectify the problem.

How do I know it will work in the event of a disaster?

MSP Blueshift BDR includes monthly volume mounts and monthly failover tests to ensure the integrity of your data backups.

Can I just backup selected folders?

No, the BDR system will back up everything on a drive; however you can select to not backup a drive, if it contains data that can be recovered from other sources.

Can I backup my Linux server?

No, the BDR service only works for windows servers 32 or 64 Bit.

What backup archives will I have?

The onsite NAS box will store 3 years of backups. The offsite location only keeps the previous night’s backup; this is really for complete disaster situations.

What if I want to keep archived data for longer than 3 years?

The archived data can be copied to an external drive if you require longer retention periods

Can disaster recovery be tested?

Yes, the images can be loaded into a sandbox virtual environment so that it can be tested that a recovery will work.

The recovered server can be loaded into a production environment if required but the production servers will need to be turned off and any changes made to the recovered server (E.G. if it is an exchange server and it receives email) will be lost once the production server is bought back online. This sort of testing requires some planning, so as not to affect the production environment.

What happens if we grow our data beyond the limits of the NAS?

You can upgrade to a larger appliance, the provisioning fees will apply as the backup process must be restated, however all of your archived data can be copied to the new NAS.

What happens if we upgrade our servers?

The backups will be transferred to the new server, there is no cost to do this, however any archived data that has to be kept needs to be copied off to an external disk.

Can I recover a single e-mail?

Yes, each mail box can be mounted on the NAS and the specific e-mail can be recovered to the relevant mailbox

Will my SQL database be backed up?

Yes, this works in a similar way to other backup applications and will backup a live database. The last backup of the day is done with the database offline to ensure all transactions are complete.

Are there any other costs?

Under normal circumstances no, unless you need to upgrade. If you do suffer a complete disaster and your servers and the NAS are lost, a new NAS will be shipped out which can operate as your production servers with the previous night’s backup image until new production server(s) are sourced.

There is a cost associated with this service. It is not included in the monthly fee as it is something that is rarely required, so there is no point in paying for something that you will probably never need.

How will the offsite backup affect my Internet service?

It is most likely that you will not notice anything. The offsite backup takes place at midnight and is only an incremental backup (only the changes that occurred that day).

 The first backup which will be quite large is sent to the datacentre on a disk. Only if you have a limited upload data Internet service and you are close to the limit would you need to increase the data. This can only be determined once the service is running as every business will be different.


AusCloud One

Where is our data stored?
AusCloud One is based in Australia, the cloud storage component is located in Melbourne. No data is ever stored outside of Australia. 

Is the cloud component backed up?

Yes, a copy of all the cloud data is taken 3 times each day. Additionally every device with the agent loaded has a copy of all the data (accessible to that account), so it is actually quite difficult to lose data, due to the number of copies. 

What is webDav

WebDav allows end users to map drives to a share on their office fileserver when they are working remotely. They actually map to the cloud version of the share which is synchronised with the office file server. This is done securely using SSL, but the data is not downloaded onto the computer, so opening, saving and closing files with be slower that using the sync tool agent.

 This advantages though, are that users can have their drives mapped the same as if they were in the office, without having to use VPNs. It is also useful for accessing shares that contain large volumes of data that where it’s not practical to synchronise to every device.   

What happens if one of my clients has a laptop stolen containing a copy of all their data?

There is the ability to easily auto-wipe remote devices such as in the case of a lost or stolen mobile device. This can be done by an account administrator or simply by contacting our service desk. 

How do we get billed?

You are invoiced monthly for each AusCloud One account, plus any additional data storage. 

20 GB is not a lot of data what if we need more?

Remember each account includes 20GB of data and it cumulative (i.e. 5 accounts = 100GB total) across all accounts companywide. Whilst 20GB is not large, its on documents that are being stored and 20GB accounts for a significant amount of documents.

 Additional data storage is automatically provided and invoiced on a month by month basis. 

Is my data secure?

Yes, all data is encrypted using 448 Blowfish technology. Additionally as all AusCloud One Data is stored in Australia we are subject to and your data is protected by the Australian Privacy laws. 

How do I get support?

We are here to support you, you can simply call our service desk on 1300 501 677. 

Can I use this to share MYOB?

It is not recommended to use MYOB or any other database application within AusCloud One, unless you just want to use it for backup purposes, or single user usage. The databases will synchonise but if more than one user has the database open, replication conflicts will occur which can be difficult and time consuming to resolve.

We need to retain data for at least 7 years

We can extend the deleted item retention and version retention periods, so we can set this for whatever you require. The only disadvantage of keeping longer retention periods is that it will require more disk space to store deleted files and previous versions hence you may incur additional monthly storage costs due to data volume.

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