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Approved Systems 24/7 Business Support

We pride ourselves on delivering round-the-clock support for your business needs. Our team is always on hand to ensure that your operations run smoothly, no matter the hour.

Please note that for General Enquiries, Sales, Account Enquiries, Quotes, and Residential Support, our dedicated team is available strictly from 8am to 5pm on weekdays. This schedule allows us to provide focused and efficient service during these core business hours. Outside of these times, our emphasis shifts to critical business support to ensure the continuity and stability of our clients’ operations.

You can raise a Support Ticket anytime through the Approved Systems Helpdesk

Remote Desktop / Service Request (24/7)

Remote Support

Looking for Instant Support? We’ve Got You Covered!

In today’s fast-paced digital world, technology hiccups can interrupt your flow or bring operations to a standstill. Whether you’re a Managed Service Provider (MSP) client of ours or someone who’s just seeking timely and expert IT assistance, Approved Systems is equipped to step in and deliver.

Our Offerings:

  1. Instant Assistance: Our dedicated IT professionals are here to provide support whenever you need it. While availability can be influenced by current workloads and the particular expertise required, we always strive to assist you immediately or within the shortest possible timeframe.
  2. Software Installation: Whether it’s a complex business software or a simple application, our experts can remotely guide you through the installation process, ensuring a smooth and error-free setup.
  3. Troubleshooting: Encountered an unexpected issue? Sometimes all you need is an expert pair of eyes to spot and rectify the problem. Our team has vast experience in diagnosing and resolving a multitude of tech-related problems.
  4. Consultative Advice: If you’re unsure about a software choice, need advice on tech-related best practices, or have any other IT-related queries, our team is available to provide informed recommendations tailored to your needs.
  5. Broad Expertise: Our team comprises Subject Matter Experts in various fields of IT. Whether it’s network issues, software glitches, hardware problems, or cybersecurity concerns, we’ve got an expert ready to assist.

How It Works:

  1. Reach Out: Use our platform to detail the assistance you require.
  2. Get Connected: Once we receive your request, our team will evaluate the problem and connect you with the most suitable expert.
  3. Problem Solved: Our remote desktop support allows us to directly engage with your system, ensuring that issues are resolved efficiently and effectively.

Remember, even if you aren’t an ongoing MSP client of ours, we’re here to assist. Think of Approved Systems as your tech safety net – always here when you need us, 24/7.

Approved Systems – Code of Ethics for instant support matters

To protect yourself and ourselves from engaging in unauthorised access to systems;

  • Technicians must never request or ask a user for their password and must not observe a user entering their password.
  • Any elevated priviliges must be pre-organised and approved by your own IT system administrator or business owner.
    This means for first time support, we will only provide guidance and advice only.

As IT professionals,

  • We only obtain the information we need to perform our job or which we have been directed to obtain by your Business
  • We only use the information gathered for the purpose for which it was obtained, properly protect the information while in our possession, and dispose of it properly once it is no longer needed for business purposes
  • We will not peruse or examine user’s electronic information for any purpose other than to address a specific issue

Please note that the pricing detailed below applies once a booking has been confirmed for over-the-phone support. The response times are based on the severity of the issue and the customer’s contract level. It is important to understand that these rates are for scheduled support sessions. For instance, if a customer requires a response within two hours of raising a support ticket, they must be a registered and paid Platinum customer. This two-hour timeframe refers to the response to the ticket, not the commencement of the support job itself. Once the ticket is responded to, a suitable booking time will be negotiated to meet both parties’ availability.

New Customers, Bronze, Silver, Gold & Platinum

Time Periodx RateMin ChargeIncrements thereafter
8.00 am5.00 pmMon-Fri15 min$12.505 min$12.50
12.00 am7.59 amMon-Fri1.510 min$37.505 min$18.75
5.01 pm11.59 pmMon-Fri1.510 min$37.505 min$18.75
8.00 pm3.00 pmSat-Sun1.55 min$18.755 min$18.75
12.00 am7.59 amSat-Sun210 min$50.005 min$25.00
3.01 pm11.59 pmSat-Sun210 min$50.005 min$25.00
8.00 am5.00 pmPublic Hol25 min$25.005 min$25.00

Gold and Platinum Customers Only

Time Periodx RateMin ChargeIncrements thereafter
8.00 am5.00 pmMon-Fri15 min$12.505 min$12.50
12.00 am7.59 amMon-Fri1.510 min$37.505 min$18.75
5.01 pm11.59 pmMon-Fri1.510 min$37.505 min$18.75
8.00 pm3.00 pmSat-Sun1.55 min$18.755 min$18.75
12.00 am7.59 amSat-Sun210 min$50.005 min$25.00
3.01 pm11.59 pmSat-Sun210 min$50.005 min$25.00
8.00 am5.00 pmPublic Hol25 min$25.005 min$25.00

Platinum Customers Only

Time Periodx RateMin ChargeIncrements thereafter
8.00 am5.00 pmMon-Fri15 min$12.505 min$12.50
12.00 am7.59 amMon-Fri1.510 min$37.505 min$18.75
5.01 pm11.59 pmMon-Fri1.510 min$37.505 min$18.75
8.00 pm3.00 pmSat-Sun1.55 min$18.755 min$18.75
12.00 am7.59 amSat-Sun210 min$50.005 min$25.00
3.01 pm11.59 pmSat-Sun210 min$50.005 min$25.00
8.00 am5.00 pmPublic Hol25 min$25.005 min$25.00

Base Rate – $150 ex GST per hour

Approved Systems Onsite Support (24/7)

Onsite Van

In Need of Onsite IT Support? Approved Systems is at Your Service!

In the dynamic realm of IT, challenges can arise that need an in-person touch. At Approved Systems, we understand that sometimes remote support isn’t enough – you need someone right there, on the ground, in your office or workspace, to tackle the issue head-on.

What We Offer:

  1. Prompt Response: While we house specific Subject Matter Experts (SMEs) with specialized knowledge of various IT systems and services, we aim to provide swift support. Though these SMEs might be subject to availability, we typically respond within 1 to 2 days’ notice.
  2. Wide Coverage: Our on-site support services span Canberra and its surrounding areas, extending even to the far south coast of NSW. Please be aware that certain remote areas may attract additional travel charges.
  3. Collaborative Support: Already engaged with another IT company? No worries! We can seamlessly collaborate, offering an extra set of hands and expertise to ensure your IT challenges are addressed promptly and efficiently.
  4. Comprehensive Service: Whether it’s a server issue, network installation, hardware malfunction, or any other IT challenge requiring a physical presence, our team is prepared to visit and provide solutions.

How Onsite Support Works:

  1. Reach Out: Inform us about the nature of the problem, the location, and any other specifics.
  2. Schedule a Visit: Based on the availability of our SMEs and the urgency of your request, we’ll schedule a visit to your site.
  3. Onsite Diagnosis and Resolution: Our expert will arrive, diagnose the issue, and work diligently to resolve it onsite, ensuring minimum disruption to your operations.

With Approved Systems at your side, you have a trusted partner ready to navigate any IT challenge, be it remotely or right at your doorstep. We’re committed to ensuring your systems run smoothly, round the clock.

Pricing below are for Customers who are with a Bronze, Silver, Gold or Platinum contract. Please refer to our Onsite Support Services page for Ad-Hoc support.

Please note that the pricing detailed below applies once a booking has been confirmed for onsite support. The response times are based on the severity of the issue and the customer’s contract level. It is important to understand that these rates are for scheduled onsite bookings. For instance, if a customer requires a response within two hours of raising a support ticket, they must be a registered and paid Platinum customer. This two-hour timeframe refers to the response to the ticket, not the commencement of the onsite support job itself. Once the ticket is responded to, a suitable booking time will be negotiated to meet both parties’ availability.

New Customers, Bronze, Silver, Gold & Platinum

FromToDay of WeekRate MultiplierMinChargeIncrementsthereafter
8.00 am5.00 pmMon-Fri11 hour$15015 min$38
12.00 am7.59 amMon2.51 hour$37515 min$94
12.00 am7.59 amTue-Fri21 hour$30015 min$75
5.01 pm11.59 pmMon-Thu1.51 hour$22515 min$56
5.01 pm11.59 pmFri21 hour$30015 min$75
10.00 am4.00 pmSat1.51 hour$22515 min$56
10.00 am4.00 pmSun2.51 hour$37515 min$94
All other timesinc NatPublic Hol31 hour$45015 min$113

Gold and Platinum Customers Only

FromToDay of WeekRate MultiplierMinChargeIncrementsthereafter
8.00 am5.00 pmMon-Fri1.51 hour$22515 min$56
12.00 am7.59 amMon31 hour$45015 min$113
12.00 am7.59 amTue-Fri2.51 hour$37515 min$94
5.01 pm11.59 pmMon-Thu21 hour$30015 min$75
5.01 pm11.59 pmFri2.51 hour$37515 min$94
10.00 am4.00 pmSat21 hour$30015 min$75
10.00 am4.00 pmSun2.51 hour$37515 min$94
All other timesinc NatPublic Hol31 hour$45015 min$113

Platinum Customers Only

FromToDay of WeekRate MultiplierMinChargeIncrementsthereafter
8.00 am5.00 pmMon-Fri1.51 hour$22515 min$56
12.00 am7.59 amMon31 hour$45015 min$113
12.00 am7.59 amTue-Fri2.51 hour$37515 min$94
5.01 pm11.59 pmMon-Thu21 hour$30015 min$75
5.01 pm11.59 pmFri2.51 hour$37515 min$94
10.00 am4.00 pmSat21 hour$30015 min$75
10.00 am4.00 pmSun2.51 hour$37515 min$94
All other timesinc NatPublic Hol31 hour$45015 min$113

Base Rate – $150 ex GST per hour

Pricing includes up to 50km Travel Time from Fyshwick, ACT, and up to $5.00 ex. GST in Parking fees
Additional Kilometres: $1.00 ex GST per km | Additional Parking Fees as Receipted on Parking Receipts


Full-Day / Half-Day Rates

We also offer half and full-day Rates. 1 to 2 weeks’ advanced notice is required and is subject to availability.
(We do not operate Half and Full Day Rates on Public Holidays.)

Time PeriodHalf Day RateFull Date Rate
Business Days (between 9:00am to 5:00pm or 8:00am to 4:00pm)$500$1000
Saturdays (between 10:00am to 4:00pm)$750$1500
Sundays (between 9:00am to 5:00pm)$1000$2000

Managed Services Provider Packages

Your Key to Simplified, Cost-effective IT Management

In the rapidly evolving world of IT, maintaining smooth operations is not just a luxury but a necessity. Approved Systems offers a tiered approach to IT management through our MSP (Managed Service Provider) Support Packages. These are tailored solutions that fit various business sizes, complexities, and budgetary requirements.

Why Choose an MSP Support Package?

  1. Predictable Costs: Instead of unpredictable costs that vary month-to-month, our packages offer fixed, monthly rates. This helps with budgeting and ensures you don’t face any surprises.
  2. Proactive Monitoring: We don’t wait for problems to occur. Our systems keep an eye on your infrastructure 24/7, catching potential issues before they become costly problems.
  3. Priority Support: Our MSP customers always come first. Whether it’s a minor software glitch or a major system crash, you’ll move to the front of the line.
  4. Comprehensive Coverage: From routine updates and patches to cybersecurity measures and backup services, our packages encompass a wide array of IT support functionalities, ensuring your business’s technology operates seamlessly.
  5. Scalability: As your business grows, your IT needs change. Our tiered MSP packages can evolve with you, ensuring you always have the right level of support.

Available Packages:

  • Bronze: Ideal for startups or smaller enterprises seeking basic yet comprehensive IT support.
  • Silver: For growing businesses, with added functionalities and services tailored for moderate IT needs.
  • Gold: Perfect for established enterprises that need robust IT management, cybersecurity, and enhanced support.
  • Platinum: The pinnacle of IT support, offering premium services for businesses that require the utmost in technology management.
  • Ad-Hoc: For those seeking flexible, on-the-go support without a monthly commitment.

Ditch the unpredictable pay-per-device or service approach. With our MSP Support Packages, enjoy the peace of mind that comes from knowing your IT needs are taken care of, day in and day out.

Bronze Monthly Fee – $999 ex GST

Ideal for site size of 1 to 5 Workstations^

Included

  1. Support hours included: 1 hour
    • Over Phone Support
    • Email Support
    • Remote Desktop Session
  2. Remote Monitoring and Management (RMM)
    • RMM Tool deployed on each workstation / server to Provide Health Status to our support Dashboards

each additional machine = $20 per month
each additional hour past included hours as per the general support pricing schedule

^All Workstations to be supported must be registered with Approved Systems and appropriate support tools added to the device. Approved systems will not support unregistered devices and may charge additional fees supporting those devices.

Silver Monthly Fee – $1200 ex GST

Ideal for site size of 1 to 5 Workstations^

Included

  1. Support hours included: 2 hours
    • Over Phone Support
    • Email Support
    • Remote Desktop Session
  2. Remote Monitoring and Management (RMM)
    • RMM Tool deployed on each workstation / server to Provide Health Status to our support Dashboards
  3. Managed Windows Patching
    • Extreme Risk Applied within 48 hours
    • Medium Risk Applied Weekly
    • Standard Patching Applied Monthly

each additional machine = $25 per month
each additional hour past included hours as per the general support pricing schedule

^All Workstations to be supported must be registered with Approved Systems and appropriate support tools added to the device. Approved systems will not support unregistered devices and may charge additional fees supporting those devices.

Gold Monthly Fee – $2500 ex GST

Ideal for site size of 5 to 10 Workstations^

Included

  1. Support hours included: 5 hours
    • Over Phone Support
    • Email Support
    • Remote Desktop Session
  2. Remote Monitoring and Management (RMM)
    • RMM Tool deployed on each workstation / server to Provide Health Status to our support Dashboards
  3. Commercial Antivirus Protection
  4. Web Protection
  5. Managed Windows Patching
    • Extreme Risk Applied within 48 hours
    • Medium Risk Applied Weekly
    • Standard Patching Applied Monthly
  6. Managed Backup (User’s Documents Folders)

each additional machine = $40 per month
each additional hour past included hours as per the general support pricing schedule

^All Workstations to be supported must be registered with Approved Systems and appropriate support tools added to the device. Approved systems will not support unregistered devices and may charge additional fees supporting those devices.

Platinum Monthly Fee – $5000 ex GST

Ideal for site size of 10 to 30 Workstations^

Included

  1. Support hours included: 8 hours
    • Over Phone Support
    • Email Support
    • Remote Desktop Session
  2. Remote Monitoring and Management (RMM)
    • RMM Tool deployed on each workstation / server to Provide Health Status to our support Dashboards
  3. Commercial Antivirus Protection
  4. Web Protection
  5. Managed Windows Patching
    • Extreme Risk Applied within 48 hours
    • Medium Risk Applied Weekly
    • Standard Patching Applied Monthly
  6. Managed Backup (User’s Documents Folders)
  7. Microsoft 365; Exchange, Onedrive, Sharepoint/Teams Backup (3x daily)

each additional machine = $40 per month
each additional hour past included hours as per the general support pricing schedule

^All Workstations to be supported must be registered with Approved Systems and appropriate support tools added to the device. Approved systems will not support unregistered devices and may charge additional fees supporting those devices.

Ad-Hoc Support – Flexible IT Assistance Tailored to Your Immediate Needs

At Approved Systems, we recognize that not every business requires a continuous support model. Sometimes, you just need that one-time assistance to tackle a particular IT challenge or to facilitate a specific project. That’s where our Ad-Hoc support comes in.

Key Features of Ad-Hoc Support:

  1. Pay-as-you-Go: With Ad-Hoc, you only pay for the support you need when you need it. No monthly commitments, no hidden costs.
  2. Rapid Response: While we prioritize our MSP package clients, we’re also committed to responding promptly to our Ad-Hoc clients. We understand that your IT challenges, no matter how sporadic, are urgent to you.
  3. Access to Expertise: Just because you’re on an Ad-Hoc model doesn’t mean you’ll get any less expertise. You’ll have access to the same skilled professionals and Subject Matter Experts that our MSP clients do.
  4. Transparent Pricing: To understand the rates and the breadth of services available under Ad-Hoc, please refer to our Remote Monitoring and Management (RMM) Pricing Page.
  5. Comprehensive Support: Whether it’s a call to troubleshoot an issue, assisting with software installations, or any other IT service request, every interaction is treated with utmost professionalism and dedication.

Dive into our Ad-Hoc services and enjoy the flexibility of top-tier IT support, precisely when you need it.


Payment Terms


Onsite Support

Onsite Support for All Clients

For those who require our expert assistance in person, we offer onsite support tailored to meet your needs.

Payment Options:
At the conclusion of our visit, payment can be conveniently made through our Square-powered system. We accept:

Tap Pay, Via, Mastercard, eftpos, American Express, JCB, Apple Pay, Google Pay, Samsung Pay

For Our Monthly Account Holders:
If you prefer to add the onsite support fee to your monthly invoice, please make sure to specify this preference when booking the service. Your continued partnership is of utmost value, and we aim to provide a seamless experience every time.


Remote Desktop Support

New Clients (Pay as you go)

For clients new to Approved Systems who prefer a “Pay As You Go” approach and do not yet have a monthly service agreement with us, we value your business and are committed to providing exceptional service.

Why an Upfront Payment?
Over time, we’ve found that an upfront commitment helps establish mutual respect between our clients and our dedicated staff. This ensures that the valuable time of our experts is recognised, and it protects our ability to continue offering quality services to all clients. Past experiences have shown that such a measure ensures timely compensation for our committed staff who work diligently to resolve your issues.

How It Works:
An initial payment equivalent to one hour of support is required upfront. This amount will be credited to your account and then utilised for the services you receive. As we continue our professional relationship and as trust is established, this upfront payment will be converted to a regular billing process at the conclusion of service calls in the future.

Accepted Payment Methods:

  • VISA
  • MASTERCARD
  • AMEX

We genuinely appreciate your understanding and the trust you place in Approved Systems.

Existing Monthly Billed Clients

For our valued clients who are already on a monthly billing cycle, we offer additional flexibility tailored to your unique relationship with Approved Systems.

Adding Support Fees to Your Account:
If it’s more convenient for you, we can add any support call fees directly to your monthly bill. Kindly let us know at the commencement of your support call if you’d like to utilise this option.

Utilising Included Support Hours:
Clients who are part of our Bronze, Silver, Gold, or Platinum services have the added benefit of pre-allocated monthly support hours. Any time spent on support calls will be deducted from these included hours, ensuring you get the most out of your service package.

Your continued trust in Approved Systems is greatly appreciated, and we’re always here to provide the support you need.

Accepted Payment Methods:

To facilitate a smoother transaction process, we offer a variety of payment methods:

  • VISA
  • MASTERCARD
  • AMEX
  • PayPal
  • Direct Deposit

Additionally, for those inclined towards automated payments, we proudly support Direct Debit via platforms such as Pinch, and GoCardless.

Your convenience is paramount to us, and we’re committed to ensuring a seamless experience at every touchpoint.

Important Notice

Regarding Support Requests

At Approved Systems, we strive to provide timely and effective support to all our clients. However, due to the increasing demand and the need to ensure the well-being of our support team, we advise that on-the-spot resolutions for support requests made via phone calls can never be guaranteed and should not be assumed.

To maintain a professional level of service, we kindly ask all customers to raise a support ticket through our Support Page or by calling us to create a support ticket first. This process allows us to manage and prioritize support requests efficiently, ensuring that all issues are addressed in a fair and timely manner.

Our support staff are dedicated professionals who work diligently to resolve your technical issues. However, providing on-the-spot support can lead to extreme pressure and fatigue, impacting their health and well-being. Continuous work without proper breaks is not sustainable and can lead to decreased morale and effectiveness.

We regularly onboard new staff to assist with support requests, and they may be in training on specific subject matters. Requests for a specific support staff member can hinder our ability to provide timely assistance and may affect the retention of our team members. Ensuring that all staff can handle a variety of issues is crucial for maintaining a robust and reliable support team.

We appreciate your understanding and cooperation in following our support procedures. This helps us maintain a healthy work environment for our staff and ensures that we can continue to provide high-quality service to all our clients.

Thank you for your support and consideration.

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