Frequently Asked Questions

IT Support FAQ

What are the workstation minimum requirements to be eligible for a Managed IT support plan?

Operating system: Windows XP service pack 3, Windows Vista, Windows 7

Hardware: Minimum P4 2.4mhz processor, 2gb RAM

If your computers do not meet the above specifications, we can bring them up to standard for a flat rate per workstation

What are the server minimum requirements to be eligible for a Managed IT support  plan?

Operating system: Windows Server 2003, 2008

Hardware: Minimum P4 2.4mhz processor, 2gb RAM

If your servers do not meet the above specifications, we can bring them up to standard for a flat rate per server

Can you supply a technician to be our on-site support person on a daily or weekly basis?

Yes.  We have a large team of technicians with great customer service skills that we can station at your office for a couple of hours per week or on either a part-time or full-time arrangement.  The benefit is, unlike employing a technician yourself, when our staff member is sick or on vacation we can have another technician at your office so there is no interruption to your support program.

Do you supply software?

Yes.  We source, provide and support all manner of software including Microsoft Office, Server & Desktop Operating Systems, CRM, Accounting and more.  For any software requirement you have we can work with you to find the right solution.

What businesses do you work with?

We work best with forward-thinking businesses with between 5 and 100 staff that

• Want computer network reliability and security without investing in a big IT budget.
• Believe investing in the latest technology will improve your communications and eliminate manual tasks, and understand that technology can be a powerful tool for increasing productivity and gaining competitive advantages.
• Can’t afford your email and internet services to falter or stop altogether for even a few minutes.
• Want a technology partner who’ll become a trusted advisor, always working to improve the position of your company.

What parts of Melbourne do you provide support to?

We are located in Oakleigh, part of Melbourne’s South-East and we focus our marketing on this region.  That being said, we support businesses all over Melbourne and many companies with both national and international presence.  We have invested in cutting edge maintenance, monitoring and support tools that allow us to resolve up to 90% of computer support issues remotely and partner with leading IT support providers interstate and internationally to be part of our team when an onsite presence is required.

BACKUP FAQ

Is your backup solution automated?

Yes, we schedule our backup software to run after business hours every day.  One of our technicians then checks the software logs to ensure the backup worked successfully.

Does your backup solution keep an off-site copy of my data for extra security?

Yes. Every night a copy of your daily backup is securely sent over the internet to our Melbourne CBD based data centre.  This helps ensure that no matter what happens your data is kept as safe as possible.

Do you provide a report on the status of the backup jobs?

Yes.  Once a month we send out an easy to read report advising on which days the backups and replication ran successfully or not, if there were any errors with your backup and what measures were taken to address them.

If one of my staff accidently deletes a file how long will it take to restore it?

We can restore individual files within a matter of minutes.

If there is a disaster, how long will it take to get my server back up and running?

Subscribing to our premier Disaster Recovery solution means we will have you back up and running within 2 hours no matter what happened.  Even if your entire server is ruined and needs to be rebuilt from scratch, we will have a temporary virtual server in place with the most recent backup of your server so you can continue working while we have a replacement server built and installed.

Does your backup solution work on server architecture such as Windows, Linux or UNIX?

Our backup solution only works in a Microsoft Windows environment.

Does your backup solution work on workstations such as Windows, Mac or Linux?

Our backup solution only works in a Microsoft Windows environment.

ANTI-SPAM FAQ

Does your anti-spam solution filter both incoming and outgoing messages?

Yes.  All mail to and from your business is routed through our anti-spam service, ensuring nothing dangerous or inappropriate gets in or out.

How does your anti-spam solution work?

We take all the email and filter out anything you don’t want and deliver a pure flow to your organisation. You don’t pay to download spam or unwanted content just the filtered email.

Does your anti-spam solution require additional hardware or software to be installed at our office?

No. Our solution sits outside your business between your mail server and the internet.   

Is your anti-spam solution secure?

Yes, of course the email has to be secure, all the spam, viruses and malwareremoved, no phishing attacks and no DDoS. The infrastructure also has to be secure and our infrastructure has Telco grade security to ensure that your data is as safe as possible

What happens if my mail server goes down?

To ensure that your email is always available we have built a highly redundant architecture. Inaddition we have a range of solutions which increase the availability of your email.

• Auto monitoring of your email infrastructure to report problems.
• Store and Forward – messages queued and stored until your system is available.
• Replay – If your email infrastructure fails we can resend up to 72 hours of traffic instantly.
• This can be extended to 32 days.
• Auto Failover – implement diverts to redundant email infrastructure.
• Trace and Audit – Full online audit of all email managed by Intellekt.

Does your anti-spam solution filter inappropriate or non-business related content?

Yes our tools ensure your email is safe, productive and business-focused and that it cannotbe abused by time-waster downloads or inappropriate content including profanity andpornography. Tools that give teeth to Acceptable Use Policies by identifying unacceptable content received or sent and enabling management to act quickly and understand the risk.