FAQS
Frequently asked questions
Answers to the questions we hear most about support, billing, phones, internet, cloud and security. If you cannot find what you need, call 02 6061 4222.
Getting started and support
How to reach us and how support works.
How do I get IT support?
Call 02 6061 4222 or email [email protected]. Tell us what is happening and which device or system is affected, and we will start working on it. Customers on a managed plan can also use the Customer Portal.
Do you offer fixed monthly pricing or ad hoc support?
Both. Managed IT plans have a predictable monthly cost, and ad hoc support is available when you only need help now and then. We will recommend whichever suits your business.
Can you support staff who work from home or on the road?
Yes. We support remote and hybrid teams with secure remote access, cloud tools, mobile coverage and a help desk that works the same wherever your people are.
Do you work with businesses across Australia?
Yes. Most support is delivered remotely, and we arrange on-site visits where they are needed.
What are your after-hours support options?
After-hours cover depends on the service agreement you choose. Ask us and we will explain the options for your business.
Billing and payments
Invoices, payments and quotes.
How do I pay my invoice?
Use the Payments link at the top of this website, or call us on 02 6061 4222 and we will help. Payment details are shown on every invoice.
Can I pay by direct debit?
Yes. Ask us for our direct debit form and we will set it up for you.
I have a question about my invoice. Who do I contact?
Email [email protected] with your invoice number and your question, or call 02 6061 4222. We will review it promptly.
Will I get a quote before work starts?
For projects and new services, yes. We provide a written quote or proposal first, so you know what to expect before you commit.
Do you charge GST?
Yes. Prices are quoted and invoiced in Australian dollars, with GST shown separately.
Phones and internet
Business phone systems and connectivity.
What is tsit.cloud?
tsit.cloud is our hosted business phone system, powered by Vodia. It works with Yealink and Grandstream handsets, softphones and Microsoft Teams, and it has no limit on users or sites.
Can I keep my existing phone numbers?
In most cases, yes. We handle the number porting for you and plan the cutover to avoid downtime.
Do you support iPECS and Avaya phone systems?
Yes. We are an authorised repairer and supplier for Ericsson-LG iPECS and Avaya IP Office systems, including handsets, headsets and parts.
What internet options do you offer?
nbn, fibre, fixed wireless, Starlink satellite and 4G or 5G backup, plus Cel-Fi mobile signal boosters for weak coverage.
Cloud, security and backup
Microsoft 365, the Essential Eight and getting back up after an incident.
What is the Essential Eight?
The Essential Eight is a set of eight practical cyber security strategies from the Australian Signals Directorate. It is the baseline we recommend for every Australian business. See our Essential Eight page for details.
Do I need a backup if I use Microsoft 365?
Yes. Microsoft keeps the service running, but you are responsible for your data. A separate backup protects you from accidental deletion, ransomware and account compromise.
What should I do if I think we have been hacked?
Call us straight away on 02 6061 4222. Disconnect the affected device from the network if you can, but do not switch it off. Our Cyber Incident Response page explains what happens next.
Can you help us move to the cloud?
Yes. We plan and carry out Microsoft 365 and cloud migrations with minimal disruption, and we look after the platform afterwards.
Still have a question?
Call 02 6061 4222 or send us a message and a real person will get back to you.