Skip to main content

What support comes with each IT Solver service

Angus
Updated

Each service that you get from IT Solver includes some support, even without a support plan. This article lists what each service includes, what it does not include, and what to do when you need more help.

See what your service includes in the dashboard

Before you start

Owners and IT managers can see every service page. Billing only users see the services that the business has. Web designers see only Web Hosting and Domains.

  1. Sign in at dashboard.itsolver.net. If you prefer not to click links, type dashboard.itsolver.net into your browser.
  2. In the sidebar, select the service, for example Microsoft 365, Business Phone or Internet.
  3. On the service page, find the Tech Support section. Do not use the Tech Support item in the sidebar, because that page does not show this box. The Included support box is below the Open Tech Support button. On the Microsoft 365 page, if the Tech Support section is collapsed, select it to open it. On the Web Hosting page, the box is at the bottom of the page. On the Domains page, the box is under Need DNS help? if IT Solver manages one or more of your domains.
  4. Read the Included support box. It shows the support that comes with the service you have.

If your business has an Essential or Premium support plan, the dashboard hides the basic Included support box, because your plan covers everyday help. The box still shows for Zoom Phone Support and Website Care support, because they include work that a plan does not. See Essential and Premium support plans: what is included.

Included for every customer

  • Help to use the dashboard. If the dashboard can do a task, such as a licence change, adding or removing a user, a DNS change, an invoice download or a payment method change, we show you how to do it there.
  • Help when the service is down. We confirm the fault, lodge a case with the provider and give you updates.

When Microsoft, Google, Zoom, a carrier or another provider has an outage, we cannot fix it ourselves. We do not give credits beyond what the provider gives.

Microsoft 365

Included:

  • Billing, invoices, and licence and term changes (in the dashboard).
  • Admin access recovery for the business owner.
  • Help when Microsoft 365 is down, and a case with Microsoft.
  • Mail faults caused by DNS that IT Solver manages.

Not included:

  • How-to questions from staff.
  • Outlook, phone or app setup.
  • MFA setup help, device sign-in, user setup and new-staff onboarding.
  • Offboarding work beyond the steps in the dashboard.
  • Shared mailbox, permissions, SharePoint or Teams design.
  • Migrations, restores of deleted data, and security setup or review.

Google Workspace

If you pay Google directly for Google Workspace, this support does not apply and the dashboard shows no Included support box.

Included:

  • Billing, invoices, and licence and term changes (in the dashboard).
  • Super admin access recovery for the business owner.
  • Help when Google Workspace is down, and a case with Google.
  • Mail faults caused by DNS that IT Solver manages.

Not included:

  • How-to questions from staff.
  • Gmail, phone or app setup.
  • MFA setup help, device sign-in, user setup and new-staff onboarding.
  • Offboarding work beyond the steps in the dashboard.
  • Shared drive, permissions or Google Sites design.
  • Migrations, restores of deleted data, and security setup or review.

Business Phone

Business Phone has two levels of support. The Included support box on your Business Phone page shows which level you have. If you have a support plan and see no Included support box, you have the base Business Phone support.

Business Phone support

Included:

  • Billing.
  • Help when the phone service is down, and a case with Zoom.
  • Help a user sign in to the Zoom app.
  • Update your emergency (000) address.

Not included: new users and numbers that you cannot add in the dashboard, call-flow changes and greetings. Add Zoom Phone Support to get these.

Zoom Phone Support

You get Zoom Phone Support with the Zoom Phone with support plan, or with the Support only plan if you pay Zoom directly. See the plans on the Business Phone page.

Included:

  • Everything in Business Phone support.
  • New users and user removals.
  • New numbers. The number and licence cost goes on your bill.
  • Call-flow changes: auto receptionist, phone menus, hunt groups and call queues, business hours, holiday hours and call forwarding.
  • Voice greetings in an Australian accent, from a script that you approve.
  • The status of a number port that we started.

Before we make a call-flow change, we read back the new call routing and get your yes. Before we make a greeting, you approve the exact words. We keep the previous greeting and call flow, so we can change back in one step.

Not included at either level

  • Moving (porting) a number from another carrier. We quote this first.
  • Buying and setting up handsets.
  • Office network or firewall work.
  • Call recording compliance or contact centre setup.
  • Connections to a CRM or other software.

Web Hosting

Included:

  • Help when your hosting or website is down, and a fault case with the host.
  • SSL renewal on hosting that IT Solver manages.
  • Getting back into cPanel or CloudCannon.
  • Billing and account questions.

Not included:

  • WordPress core, theme or plugin updates and fixes.
  • Content and design edits.
  • Malware cleanup. We quote this first.
  • SEO and website speed work.
  • Delivery of email from website forms.
  • A new website, a website move or a rebuild.

Website Care support

You get Website Care support with a Website Starter or Website Unlimited plan, or an older Website Care plan.

  • Included: everything in Web Hosting support, plus edits and fixes within your plan allowance. Website Unlimited has a larger allowance than Website Starter.
  • Not included: work above your allowance, new pages or features beyond your plan, online shops and custom apps.

Internet

Included:

  • Billing and account questions.
  • Help when the connection is down, a fault case with the carrier, and status updates.
  • Reset of a router that IT Solver supplied.

Not included:

  • Wi-Fi inside your office, cabling, switches or firewall work.
  • Onsite visits.
  • Moving the service to a new address. We quote this first.
  • Equipment that IT Solver did not supply.

Backup

Included:

  • Install or repair the backup software.
  • Check failed backup alerts.
  • Help to start a restore of files or mailboxes that are in your backup.
  • Help if you cannot get into your backup.
  • The first hour of a full-system restore.

Not included:

  • Full-system restore time after the first hour. We quote this first.
  • Data that is not in your backup.
  • Migrations, and backup design for new systems.

Domains

Included for domains that IT Solver manages:

  • Renewals and billing.
  • DNS changes in the dashboard, and help to get back into your DNS tools.
  • The status of a domain transfer to IT Solver.

Not included: DNS design for a new email or website service, moves between providers, and brand protection disputes.

An expired domain, a domain in its redemption period, a domain ownership dispute and a request to transfer a domain away go to a person at once. See Urgent problems.

Urgent problems

Some problems go to a person at once in business hours (Monday to Friday, Brisbane time), whatever your service includes. Phone 07 3123 6000. These problems include:

  • A hacked account or website, or ransomware.
  • All email or all calls down.
  • No internet at your main site, or your main website down.
  • Emergency calling (000) that does not work.
  • An expired domain or a domain in its redemption period.
  • A domain ownership dispute, or a request to transfer a domain away.

Outside business hours, Premium customers with a security problem, a total outage or a 000 problem get the on-duty technician. We handle all other urgent problems on the next business day. See Get urgent or after-hours help.

When you need help that is not included

Before we do work that is not included, we tell you that it is billable and give you the price. We start only after an authorised person in your business says yes. See Who can ask IT Solver for changes, and how we check it is you.

If you are not sure whether something is included, send us a request. We check your services and tell you before we do billable work. See Contact IT Solver support.

Examples

Your website is down

You have Web Hosting with IT Solver and your website does not load. This is included. If it is your main website, phone 07 3123 6000. We check the hosting and lodge a fault with the host if needed.

You want a new phone menu for the holidays

You have Business Phone and want callers to hear a holiday message and a new menu. Open Business Phone and read the Included support box. If it says Zoom Phone Support, send us the change and approve the greeting script. If it says Business Phone support, or you have a support plan and see no box, call-flow changes and greetings are not included. Ask for a quote, or add Zoom Phone Support. To add it, see the plans on the Business Phone page or send us a request.

A new staff member cannot set up Outlook on their phone

You have Microsoft 365 but no support plan. Phone and app setup is not included with Microsoft 365. You can add the user and assign a licence yourself in the dashboard. See Add a new staff member in Microsoft 365. For help with the phone, book On-Demand Support.

The Wi-Fi in your office is slow

You have Internet from IT Solver. Office Wi-Fi is not included with the Internet service. If the connection itself is down, we lodge a fault with the carrier. For Wi-Fi work, ask for a quote. Essential and Premium support plans include Wi-Fi troubleshooting.

Still have a problem?

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

Comments

0 comments

Please sign in to leave a comment.

Powered by Zendesk