Compare IT Solver support plans – IT Solver Support

IT Solver has two support plans: Essential and Premium. This article tells you what each plan includes, what a request is, and which work we quote separately.

Compare the plans

Essential Support Plan

Essential gives your people everyday remote help with their devices, email, accounts and the domains we manage.

Support is remote only.
Support is during business hours, Monday to Friday, 9am to 5pm Brisbane time.
Urgent access problems are included during business hours.

Premium Support Plan

Premium includes everything in Essential. It also adds:

Management and security of your managed devices.
Extended hours and higher priority for your requests.
After-hours help for urgent problems: a total outage, a security incident, or 000 calls that do not work. See Get urgent or after-hours help.
Scheduled on-site visits from Gladstone to the Gold Coast. You book these visits in advance. They are not emergency call-outs. We quote travel outside that area.

Price and billing

Both plans have a monthly option and a yearly option. You pay in advance for each month or year. The current prices are on the support plans page. The Tech Support page in the dashboard shows prices only when your business does not have a plan yet.

You can cancel at any time. The plan stays active until the end of the period you paid for. We do not refund part of a period. To sign up or cancel, see Sign up for, check or cancel a support plan.

What both plans include

Troubleshooting: slow computers, network, internet and Wi-Fi problems, virus removal, and diagnosis of equipment that does not work.
Google Workspace and Microsoft 365: create and delete user accounts and aliases, offboard staff, give access to shared drives, SharePoint and OneDrive, change admin settings, and fix single sign-on problems.
Email: account settings in Gmail, Outlook and other email apps, forwarding rules, auto-replies, send-as and delegate access, and delivery and spam filter problems.
Security: security check-ups on Windows, macOS, iOS and Android devices, malware removal on Windows and macOS computers, recovery after a phishing attack or a support scam, advice on password managers and two-factor authentication, and finding or wiping a lost company device.
Software: how-to questions about Microsoft, Google and Apple apps, help with apps such as Slack, Trello and Asana, and operating system updates.
Printers: print errors, reinstalling existing printers, and network printer setup.
Websites and domains: DNS and MX record changes, SSL certificates, settings on web hosting that IT Solver supplies, and website access problems.
Business phone and internet services that we supply: everyday user changes, such as one call-forward change.
Backup and recovery, if you have an IT Solver Backup service.

The support plans page has the full list.

Which devices we support

We support devices and software that your business owns and that run an operating system the vendor still supports. On personal devices, we help only with business email and business apps. We help with your industry software on a best-effort basis, and we contact its vendor for you.

What a request is

A support request is one problem with one cause. For example, "One staff member cannot sign in to Outlook" is one request. If you have a list of problems, send each problem as a separate request.

We cannot promise how long a fix will take. Premium requests get higher priority. To send a request, see Contact IT Solver support.

What is not included

We quote this work first. We start only after you agree to the quote.

New-staff onboarding: help with MFA setup, device sign-in, apps and training. Creating the account is included.
Installing new computers, phones or network equipment, and operating system upgrades.
Office moves and large changes.
Moving data, email, websites or phone numbers to a new provider.
Backup and recovery without an IT Solver Backup service.
Large data entry, data clean-up and database work.
Custom code, scripts, automation, forms and workflows.
Website design, content, SEO, online stores, new hosting, and hosting from other providers.
Hardware repair, upgrades and installs. Diagnosis is included.
Training, user guides, documentation and policies.
Audits, compliance work, IT strategy, buying advice and project management.
Any task that takes more than about 2 hours, or that needs a planned change window.

To get a price, see Ask IT Solver for a quote. For one problem without a plan, see Book one-off help without a plan.

On-site help

We give remote support across Australia. On-site visits are by arrangement in Brisbane, the Gold Coast, Bundaberg, Gladstone and the areas near them. We confirm travel and timing in the quote.

Premium: scheduled visits from Gladstone to the Gold Coast are included. Book them in advance.
Essential, or no plan: ask for a quote for the visit.

See your plan in the dashboard

Owners and IT managers can open the Tech Support page. Billing only users can open it when the business has an active plan.

Sign in at dashboard.itsolver.net. You can also type dashboard.itsolver.net into your browser.
In the sidebar, select Tech Support.
If you have a plan, the page shows your plan under Support plan. It can also show Rolling 30-day tracked time, with the tickets from the last 30 days.
To cancel your plan, select Cancel plan next to the plan name. The plan stays active until the next renewal. For more, see Sign up for, check or cancel a support plan.
If you do not have a plan, the page shows the plans you can choose, and the Book one-time support button. If the plans do not show, select Book one-time support, or contact us to start a plan.

Examples

A staff member cannot get their email on a new phone

Both plans include email app settings. Send a request. If the phone is new and the person also needs MFA and apps set up as a new starter, we quote that onboarding work first.

The office internet is down at 8pm

With Premium, a total outage is an urgent problem. Use the after-hours steps in Get urgent or after-hours help. With Essential, your request goes into the next business day's queue.

You want a technician in the office to set up three new computers

Installing new computers is not included in either plan. Ask for a quote.

You are moving your email from another provider

A move of email or data is a migration. We quote it first. See Move your email to IT Solver: what moves and what you do.

Still have a question?

Questions? Email support@itsolver.net or phone 07 3123 6000.