local service - global strength

Celebrating

3
1997-2010

Solutions Catalogue
Australia’s largest IT support franchise network
introduction
Computer Troubleshooters, your trusted IT advisor 2
Why trust Computer Troubleshooters for your IT advice and
support?
Australia’s largest IT service franchise network with over 90 locations across
all States.

The World’s largest IT service franchise network with almost 500 locations
across 27 Countries.

Over 10 years experience in supporting small business and home offices

with professional, reliable and value driven solutions.

A proven franchise structure that means you are dealing with a local
business supported globally.
'($/(5
As a global and Australian leader in IT each local Computer Troubleshooter
has access to tools, training and special vendor programs to ensure that
Securing Your Web World
you get the best solution tailored to your needs.

This catalogue highlights the benefits of some of our most popular small
business technology category solutions in partnership with some of the
World’s largest IT brands.
CTS
29/04/10 11:00 AM

CleanMail
At Computer Troubleshooters our aim is to become your “Trusted IT Advisor”,
supporting your business for all its technology needs and delivering on our
brand promise of “Technology Solved”.

For more information or to schedule a consultation on which solutions may be

right for your business, call your local Computer Troubleshooter anytime.

To find your local Computer Troubleshooters

Call 1300 28 28 78 and enter your postcode.
Visit www.computertroubleshooters.com.au

Office 2010 lets you work how, when, and where you want, The Windows® 7 Professional operating system
letting you get things from a PC, the Web, and even a provides a powerful combination of innovation,
smartphone. Express your ideas more visually. Create powerful improved performance, and productivity. Most
data insights and visuals. importantly, it delivers on what matters: speed,
reliability, compatibility, connectivity, and security.
Ask your Computer Troubleshooter about upgrading
d using the Open Value Subscription Program
service on demand
does your business need reactive support? 3
Keeping your business in business is our business. Service on demand is our most
flexible service offering, simply call us whenever you need us for services such as:

New equipment - Sales and installation.

“
Hardware - Installations, setups, repairs, routine maintenance and tune-ups.
Our office has been Software - Licensing, installation, upgrades and troubleshooting.
serviced by CT Coffs
Harbour for 4 years. They Networks - Fixed and wireless, installation, support and troubleshooting.
have always responded
to our needs and Server networks - Design, installation, support and maintenance.
accommodated us at
short notice. Email and internet - Setup, assistance and spam protection.
Attention to fixing our Security - Internet (virus/spyware/trojans/malware) protection and removal.

”
IT problems is extremely
valuable and important Data protection - Backups, storage and data recovery.
to us.
Web - Website Design and hosting.
Peter Marr (Dip. Law) Mobile email - Windows mobile, iphone and Blackberry setups and maintenance.
Peter Marr & Associates
On demand services are available to small business and home office customers
without a service contract at an hourly rate (or fixed-fee pricing for carry-in and some
special services).

We recommend to optimise your businesses IT network performance that you form

an ongoing relationship with your local Computer Troubleshooter, effectively making
them your IT department.

Having a Computer Troubleshooter as your dedicated IT support encourages a

proactive IT management approach for planning and preventative maintenance,
rather than a disaster recovery scenario which can mean disruption to your business
and risk of significant financial loss.

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backup & disaster recovery
is your business and IT data protected?
“
We recently had a laptop
hard drive fail, Andrew our
CT Technician was able to
retrieve all the data and
reinstall on a new laptop
in a couple of days.
He is more than our
”
IT department, he is a
genius.
Stewart Rigby MD
Blackhawk Network
4
Business information is often one of a business’ main assets, yet the risk of data loss
through a catastrophic incident, corruption or theft may threaten the ability of your
business to survive.
It’s something that no business owner wants to think about. What would happen if
tomorrow all your information was gone? All of your client records, emails, financial
records, documents, artwork and HR files totally destroyed, gone? History tells us that
almost half (43%) of all businesses who suffer a catastrophic data loss will never reopen
and even more will be out of business within a year.
Small businesses are among the most vulnerable because too-often they lack full-time
IT support, which means backups may not be running, or may not be backing up all of
your critical files.
Fortunately Computer Troubleshooters has easy Backup and Disaster Recovery (BDR)
solutions ranging from simple, low-cost online backup options up to our fully managed
BDR solution.
On-site scheduled backup – Data backup to a local storage device at scheduled
intervals.
Near-real-time backup – Data backup to a local BDR server device.
Server backup - Simultaneous backup for 1 to 20 local Windows servers.
Secure offsite remote storage – All backup images are securely transmitted to
remote servers for maximum safety and protection from localised catastrophic
disasters.
On-site virtual server – In case of a server failure, our on-site virtual server can be
remotely configured to assume the functions of the dead machine in less than one
hour. This allows our clients to continue working while we work to repair the dead
server and makes restoring the data to the repaired server very quick and easy.
Data restoration – Local restoration from the on-site virtual server or backup
file is generally quick and relatively painless if the correct procedures have been
followed.
Managed backup – The ultimate BDR solution is monitored 24/7 by our network
operations center, and in the case of any problems or issues the local Troubleshooter
is immediately alerted.
SET IT . SAVE IT . FORGET IT
TM
internet security & protection
is your business actively managing internet threats? 5
Anti-virus software is no longer enough. Every business needs a Security Strategy
to protect their valuable information and integrity of their computer systems.
Computer Troubleshooters can design a solution based specifically on your businesses
requirements.

“
A recent survey revealed while 76% of users thought they had internet protection only
I have always found CT 42% actually did!
to be friendly, reliable, Increasingly business customers are also focused on employee productivity with the
effective and affordable rise of social networking sites, instant messaging and gaming. Internet bandwidth
service provider.
management has become increasingly important as data transfers of music and
I have a network movies grow exponentially, with business expected to carry the cost of employee
which they effectively downloads. If you have an escalating internet bill this may be why. This is when you
established. They have need a Trusted IT Advisor to find a solution.
secured my system
and allowed internal Solutions available to some of these security problems include:
and external back up
of my confidential
Firewalls – Either a hardware or internet based firewall is the first line of defence
business documents. around your network to prevent others accessing your network.
I have no hesitation in Malware protection – Today’s security software must include protection against

”
recommending them for viruses, spyware and malware. It is essential that this software is managed, updated
any small business.
and functioning properly.
Console internet security management – All security requirement for an
Rob Carter - organisation can be controlled from one point.
Managing Director
Strategic Content filtering – Block internet site types or the times they can be accessed and
Navigation Consulting apply restrictions to individual staff members.
Internet bandwidth management – Profiles can be set to prevent applications
(such as iTunes) being loaded on machines and individual usage can be tracked to
websites accessed and bandwidth used.
Spam protection – Capture and destroy unsolicited email (spam) before it reaches
your computer.
Virtual private networks (VPN) – Allow secure access to your computer network
from any location.

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KEEP BUSINESS SAFE FROM THREATS
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GETTING IT DONE. *YVZZZLJ\YP[`VMM`V\YSPZ[·]PZP[(=.H[>VYRJVTH\

VYJHSS at work.

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networking & systems
are you looking to upgrade your IT or network? 6
Purchasing new computers and hardware is easy, every retailer will sell you whatever
they have in stock or on special. How do you know what is best for your business?
At Computer Troubleshooters our business is managing IT networks and ongoing
computer performance, we don’t derive the majority of our income from hardware

“
sales. We can help design the right specifications for your needs on a holistic basis. If
you purchase the hardware we will integrate it into your network.
CT Grafton have looked
after our business for over In putting together a network solution, upgrade or a simple hardware addition we can
5 years. help in recommending the solution, quote on purchasing (if required) and integrating.
This includes migrating data from an old computer/server to new hardware.
The staff have assisted
in setting servers, Wireless routers – The quick and inexpensive alternative to fixed wire networks.
networking, wireless and
telecommunications. Firewalls – Hardware based firewalls offering protection, flexibility and
management.
The IT support they
provide to us is invaluable Switches – For the efficient transfer of information between multiple computers.

”
– it is like having your own
IT department.
Desktop computers – Customised to your specific requirements, applications and
business plans.
Desktop monitors – Energy efficient space saving flat screen monitors are available
Cheryl Kirby in many sizes.
Grafton Aged Care Home
Laptop computers – Laptop specifications vary incredibly and need to take
applications and storage requirement into account.
Servers – As your business grows a server can provide access to email, calendaring,
centralised file sharing, back ups and even remote secure access.
Software upgrades – Upgrade paths to Windows 7 and Office 2010 are now
available.
Storage devices – Onsite external storage devices provide fast retrieval of recently
deleted and archived files.
Printers – Printer specifications vary considerably on networking capabilities,
paper handling speeds and toner costs. We can recommend a solution that takes
into account business needs as well as both upfront and ongoing costs.
ho

A rs
ld
BN on

Get up to
e

20
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% Cashback
When you buy I.T. products from Computer Troubleshooters.
W
Simply go to www.powerbuy.com.au to register.
 YOU WOULDN’T IGNORE THESE SIGNS
IF YOU COULD SEE THEM.

Only Trend Micro™ Worry-Free™ Last year 52% of small businesses were It’s safer with faster scanning and
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warning signs necessary to Worry-Free™ Security is smarter because Worry-Free Security, powered by Trend
it stops viruses, spam, and web threats Micro™ Smart Protection Network™ stops
prevent online threats.
before they reach your PC and laptops. threats before they reach your business.

See the signs.

Download a free trial today!
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Be Worry-Free
For more information, talk to your local Computer Troubleshooter Securing Your Web World

©2010 Trend Micro Inc. All rights reserved. Trend Micro and the t-ball logo are trademarks or registered trademarks of Trend Micro Inc. All other company and/or product names may be
trademarks or registered trademarks of their owners.

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ReadyNAS 2100 and ReadyNAS 3200 (bottom)

NETGEAR, the NETGEAR Logo, ReadyNAS, ReadyNAS Remote, and ReadyNAS Vault are trademarks or registered trademarks of NETGEAR, Inc. and/or its subsidiaries in the United States and/or other Now supports the Remote Agent
countries. Other brand and product names are trademarks of their respective holders. The 5-year warranty only covers hardware, fans and internal power supplies, and does not include external power
supplies or software. Hardware modiÚcations or customisation void the warranty. The warranty is only valid for the original purchaser and cannot be transferred. © 2010 NETGEAR, Inc. All rights reserved. (RALUS) for Symantec Backup Exec TM

NG361-CT HALF PAGE-V2.indd Cover1 4/05/10 9:48 AM

 01101000100111010010010100010101
01001101000100111010010010100010
01001001101000100111010010010100
Are you risking 00101001001101000100111010010010
00100101001001101000100111010010
00100100101001001101000100111010
your business data? 10000100100101001001101000100111
01010000100100101001001101000100
10101010000100100101001000111101

Would your business suffer if vital files were accidentally deleted? How do you ensure your confidential business
D
data never falls into the wrong hands? When important emails go missing, how quickly can you get them back?

Losing data through equipment failure

or accidental erasure are common issues
faced by business managers around the
world. The risks arising from the creation
and storage of business data are many,
and the penalties associated with improper
data management can be severe.
Recover deleted files, repair corrupt files and benefit from superior disk
diagnostic tools, all from your desktop.
Permanently and securely erase entire hard drives. Data is unrecoverable
by any means afterwards, and full audit reports are produced.

So how do you equip your business to for Exchange

effectively manage your vital business data?
Kroll Ontrack introduces Data Management
in a Box – a ‘one stop’ solution to help
you ensure your valuable data is accessible
when needed and properly disposed of
when it is no longer required.
The Data Management in a Box kit consists
of three powerful and easy to use tools.
Copyright © 2010 Kroll Ontrack Inc. All Rights Reserved. All brands and product names are trademarks or registered trademarks of their respective owners.
Recover individual mailbox items including calendar entries and
contacts directly to a production server, or any alternate location.
Ask your Computer Troubleshooters representative how to obtain a 10% discount when purchasing
Data Management in a Box.
For more information, please visit www.krollontrack.com.au, or call or email Kroll Ontrack
on 1800 872 259 and customerservice@ontrackdatarecovery.com.au
Kroll Ontrack. We know data.

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hardware & accessory solutions
do you need a full technology solution? 9
As your Trusted IT Advisor we strive to offer a complete IT solution for your business.
As such we have developed additional services based on requests from our business
clients. Some of these are handled locally, others are handled by dedicated and pre-
screened specialists around the country.

“
These services include:
A lightening strike to our Leasing - Should you require leasing for new systems and hardware, we generally
office took out several recommend specialist IT leasing companies who focus on business to ensure you
of our computers and get competitive rates.
telephones.
Data recovery - When physical damage to hardware has occurred or when
CT Riverwood provided a
quick fix to get us back up
traditional methods are unable to recover data we call in our specialists. The
and running quickly. physical device is shipped to a laboratory for examination.

”
They even helped us with Forensic data analysis - Required where electronic records need to be deciphered
the insurance claim. for legal reasons. This is a very specific field of analysis and requires legal knowledge
to be completed successfully.

Terry Thompson - Owner Ink and toner - Don’t pay full retail pricing for your printer ink and toner supplies,
Terry Thompson Project many businesses are unaware they can buy at wholesale rates or use cheaper new
Management compatible cartridges.
Hardware upgrades - Improve the performance of your computer with component
upgrades for a fraction of the cost of a new computer.
Accessories - Talk to us about software, speakers, adaptors, cables and many other
peripherals and accessories.
Power protection - Protect your IT investment against serious electrical and
physical damage caused by lightening and power supply fluctuations (power
surges).
Uninterrupted power supplies - Prevent data corruption or data loss caused by
sudden loss of power with a battery backup system which allows your equipment
to shutdown correctly.
IP camera systems - IP surveillance recording equipment allows visual monitoring
over the web.

IT & Software Finance for Business

• Cashflow & Tax optimal* • Financials not required*
* 1. Please seek independent advice 2. Subject to Credit Criteria
A Firstfolio Member

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your corporate network and laptops!
 75<  7+ ( 1(7:2 5.7 + $7 :2 5 .6 % ( 7 7 ( 5 , 1 0 2 5 ( 3 / $ & ( 6 '($/(5

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telecommunications
do you need advice on improving communications?
“
When moving premises
CT were extremely helpful
in resolving problems
(including Telstra’s),
doing the relocation of
equipment and setup.
We are more than satisfied
”
with the service and
expertise.
Leigh Kennedy –
Office Manager
MobiTec Australia
Ask your Computer Troubleshooter about upgrading using the Open Value Subscription Program
11
In a world where communications are constantly evolving, how do you improve your
ability to communicate with your staff, your customers and the outside world? Internet
and email access has changed vastly in the last few years with increased wireless and
smartphone usability combined with massive improvements in data speeds and
allowances.
Have you reviewed your teleco bills from your current provider in the last 2 years? If
you haven’t you are almost assured you can save significant amounts.
Wireless broadband - 3G /HSDPA is an increasingly popular internet access
method ideal for laptops and those wishing to access the net from multiple points
at speeds approaching 10Mbps.
ADSL2+ - With speeds approaching 20Mbps it is worthwhile checking your old plan
as the new Network Operators generally offer faster speeds and more inclusions.
NBN fibre - The national broadband network (while still being constructed) will
offer speeds upto 100Mbps - we will keep you posted.
Fixed line - Increasingly this is being bundled with ADSL2+ to reduce overall costs
including calls to mobiles.
Blackberry - Proven reliable mobile email, file access and internet access for up to
30 users.
Smartphones - 3G HSPDA technology means that a smartphone (eg. iPhone)
experience is now similar to a computer and can be used with email.
IP telephony - Point to point IP telephony calling is simple and cheap, particularly
for overseas calls.
IP telephone - (Multiple Line) - Up to 50% cheaper than traditional PABX systems
with all the features of a traditional PABX (eg. voicemail, music on hold, follow me,
queues, auto routing, conference calls, intercom and reporting).
Video conferencing - Can now be accessed very cheaply for business meetings, if
you have good broadband access.
Email newsletters - Customer communications via email are increasingly popular
and accessible.
Get your work done even when
you’re away from your PC.
Get the best productivity
experience across the PC, phone,
and browser with Office 2010
and Office Web apps.*
*An appropriate device, Internet connection, and supported
Internet Explorer, Firefox, or Safari browser are required.
See how Office 2010 can help
change the way you do business.
B.E.S.T. program
is your business technology-reliant? 12
If IT plays a critical role in your business to the point where you lose business operations
or continuity if your computer or networks fail, you need to consider a more proactive
approach to your IT management to reduce the risk of business losses.

“
What really happens when your technology lets you down? How much staff time is
wasted dealing with slow computers or system crashes? And if your system crashes,
Through the CT BEST plan how do you recover your data? If you don’t know these answers you need a Trusted IT
we are able to leave our Advisor.
IT up to the professionals That’s why we created Business Enhanced Support Technology (B.E.S.T.), the industry’s
as they are expert in
leading support plan for small businesses.
managing everything IT,
which means I can get on Support and maintenance – We handle any computer, network or server problem

”
with managing my real
estate business.
Steve Mishevski
HT Wills & Co (Hurstville)
Small business owners around the World have been raving about our BEST programs,
(including Windows, virus and spyware problems) via remote support or on-site.
Proactive system monitoring - Constant monitoring of your technology’s ‘vital
statistics’ alerting us to any early warning signs of impending problems.
Remote access - Secure remote access, enabling our team to see the problem from
our office, allowing us to provide faster diagnosis and resolution times.
Backup monitoring - We check your backups to ensure your information can be
restored safely.
Security - Shielding your computer networks from internet attack through
monitoring of equipment and security software.
Helpdesk - Fast, easy access for all your staff to our quality support consultants
(using our centralised network operations centre), anytime they have a computer
question or problem.
Solutions - Recommended technology vendors partner for specialised business
and technology requirements eg. internet, phones and business applications.
No downtime guarantee (on our trouble-free plan) - We are so confident of the
results that our top best plan carries a money back ‘No Downtime’ guarantee.

“
protecting their mission critical IT networks and reducing the impact of technology
problems on their business.
The biggest benefit is not
having to worry about
How do we do it?
day to day computer As a global franchise we have been able to partner with some of the World’s most
problems, knowing it is proven technology providers such as LogMeIn, Kaseya and Zenith Technologies

”
being monitored by my
Computer Troubleshooter.
Timothy Pippett –
Managing Director
Alpha-Geo Science
who traditionally have offered this service to large corporate organisations.
We use this software to manage your network just like a large company’s IT
department - automating some routine preventative maintenance, with the ability
to remotely access your systems to fix small issues and the functionality to see your
networks performance end to end.

Dell is built for

small business

Call us on 1300 282 878 for a quote.

B.E.S.T. program
is your business ready for proactively managed IT? 13
If you have decided that your business can’t afford to take IT risk then BEST is a great
solution. The benefits often experienced are:
We become your IT department.
Less downtime and frustration.
A s k a bout ou r Higher staff productivity with less time wasted on computer problems and
Fre e 30 d a y questions, or in dealing with vendors.
t ri a l o f Problem prevention instead of problem rectification or ‘fire fighting’.
g#
BES T m o n it o ri n Predictable expenses for easy budgeting (even server crashes are covered under
our flat monthly fee).
Peace of mind knowing someone is working 24/7 to keep your systems running
smoothly and will respond quickly if emergencies do arise.
Reduced costs compared to the old-fashioned “pay by the hour” approach.
Depending on how mission critical your IT is in your business, we offer a variety of
plans to suit your needs and budget.

Trouble
Trouble
Maintenance Lite
e Basic ProActive
ProActiive Free
Automated Real-Time Monitoring and Alerting 24/7    
Remote preventative maintenance [defragment, remove
temporary files, perform integrity checks, etc] Yearly Twice Yearly Quarterly

Security
Security software and licenses included [anti-virus,
anti-spyware, firewall and email virus/spam filtering] 
Microsoft patch management   
Anti-virus software management   
Firewall management and reporting  
Backup management and compliance checks  
Support
Remote support* Normal 1 incident All included All included
hourly per month free* free*
rates per PC*
On-site support* Normal Normal All included All included
hourly hourly free* free*
rates rates
Additional service labour discount
  
Priority scheduling for remote and on-site engineers   
Help desk unlimited phone support [8am –9pm Monday-Friday]  
Zero downtime guarantee included* 
Administration
Quarterly IT reviews with CT account manager   
Comprehensive monthly performance reports   
Managed computer and software inventory    
Complete site audit including documentation and reviews  
Software license management and reporting  
* Some restrictions apply
# Participating locations only
cloud computing
does your business need flexibility to grow?
“
As a new business we
were keen to conserve
our cash, our CT was able
to setup our systems on a
hosted basis which means
”
we pay by the seat by the
month.
Tim Ewington MD
Identity Recruitment
www.ctscleanmail.com
 C
loud based email and
spam protection
No software or hardware
to purchase
Email us on sales@ctscleanmail.com
Ask about out FREE 30 day trial!
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Partner Channel Support:
1800 662 226
Big Business tools at
Small Business prices
From as little as $4.95 a month
14
Many businesses are finding benefits in not “owning” their hardware and remotely
accessing software applications. Through a licensing agreement from a large
provider they can experience scalability, flexibility and ease of setup. The applications
themselves are “hosted” in secure data rooms accessed by staff through an internet
connection. Access to servers can also be rented saving on setup, maintenance,
security and facility rooms cost.
Hardware-as-a-Service (HaaS)
Instead of paying up front for new computers and software, you could just pay a simple
monthly fee to “rent” the technology you need, as you need it. With a HaaS solution all
your technology expenses – hardware, software, maintenance and support – can be
rolled into one easy monthly payment.
Software-as-a-Service (SaaS)
SaaS also known as software on-demand. Many applications, including customer CRM
databases, email, collaboration tools and web meeting software can be accessed via
the internet with licenses paid for as you need them.
Solutions include:
Microsoft exchange email - Implement enterprise-class email with calendars,
sharing, delegation and synchronisation abilities.
Microsoft SharePoint - Collaborate on projects, tasks, calendars and team calendars.
Hosted office - Access hosted solutions for word processing, spreadsheets,
database and CRM solutions.
Google apps - The newest suit of office products from Google charged by the
month per user.
Hosted email archiving - Storage of historic emails for backup or regulatory
purposes.
Hosted security software - Flexible pay by the seat, pay by the month pricing.
Hosted virtual servers - Virtualisation has allowed server benefits to be enjoyed
economically for even the smallest organisations.
Cloud Applications
Hosted Exchange: Improved business
communication and productivity.
Hosted SharePoint: Greater security, information
sharing and organisation.
Blackberry: Get faster and more efficient,
anytime anywhere.
Australia’s largest to
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Exchange SharePoint
premium email share documents &
for your business improve productivity
HOST program
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something similar to manage their 24/7 Drive space and basic monitoring  
 
 
home computers, so we created
Event log monitoring for problems  
HOST (Home and Office Support
Resolution of monitoring issues via remote support as able 
Technology). Security
S ecurity Services
Based on similar technology,
Network firewall monitoring   
Managed Anti-virus (includes licence)   
our HOST plans offer a complete
Managed Anti-spyware (includes licence)  
home network, backup, ongoing
Microsoft patch management  
monitoring, security, maintenance Resolution of security issues via remote support as able 
and IT support service.
Maintenance
M aintenance Services
Removal of unwanted cookies, spyware and viruses   
Regular defrag of hard drives  
Regular check of hard drives for errors  
Deletion of temp files  
Internal check and clean, consultation (on site) 
Backup
B ackup Services
Monitored backup to another local computer or device  
A s k a bout ou r Backup over internet to remote server up to 10GB 
Fre e 30 d a y Support
S upport Services
t ri a l o f #
Phone and email support (application issues not included)
Remote support in relation to maintenance tasks

 




S T m o n it o ri n g
HO Remote support not maintenance related (1 event per month)    
Advanced
Advanced Support Services
Monthly summary reports  
  
Guaranteed priority response times    
# Participating locations only

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To contact your local

Computer Troubleshooter call

1300 28 28 78
or go online www.computertroubleshooters.com.au