Remote support for your team
Remote help for managed users with computer and account problems, within your plan’s support allowance.
Services
IT support and device care
Remote support for managed users, with automated device monitoring, updates and maintenance. Support allowances depend on your plan.
What it covers
The day-to-day IT work that keeps your team working, handled by one team.
Device monitoring, updates and maintenance
Automated monitoring, updates and maintenance for managed devices.
Accounts and software providers
Responsibilities for business applications and other providers are agreed with you. When a problem sits with a software provider, CRYPTON coordinates with them.
Monthly report and quarterly review
Every plan includes a monthly report and a quarterly service review.
What each plan includes
Remote support and device care are in every plan. Support allowances and after-hours help differ.
| Service | Core | Plus | Complete |
|---|---|---|---|
| Remote support | |||
| Remote support | Included3 hours a month for your business | IncludedNo hourly limit; scope and fair use apply | IncludedNo hourly limit; scope and fair use apply |
| Monitoring, updates and maintenance | |||
| Monitoring, updates and maintenance | Included | Included | Included |
| Monthly report and quarterly service review | |||
| Monthly report and quarterly service review | Included | Included | Included |
| After-hours remote help for critical incidents | |||
| After-hours remote help for critical incidents | Not included | Not included | IncludedUp to 2 hours per incident |
- Remote support
- 8am–6pm Sydney time, weekdays excluding NSW public holidays.
- Monitoring, updates and maintenance
- Automated monitoring 24/7; alert review during business hours.
- After-hours remote help for critical incidents
- Complete includes up to 2 hours of after-hours remote help per critical incident. Further work needs approval and is charged separately.
Charged or quoted separately
- Support beyond your plan, after-hours work and urgent onsite visits are charged separately.
- Scheduled onsite visits and additional support packs are optional add-ons.
- Projects, migrations and extended incident work are scoped and quoted separately.
Questions
Common questions
When is remote support available?
Remote support is available 8am–6pm Sydney time, weekdays excluding NSW public holidays.
How much remote support does each plan include?
Core includes 3 hours a month for your business. Plus and Complete have no hourly limit; scope and fair use apply.
Is after-hours help included?
Ordinary after-hours helpdesk is not included in any plan. Complete includes up to 2 hours of after-hours remote help per critical incident. Further work needs approval and is charged separately.
Talk to CRYPTON about iT support and device care
Share the practical details. We will review them during business hours and confirm the next step.
Do not include passwords, client names, patient names or confidential documents.
Your enquiry is sent through HubSpot and reviewed by CRYPTON during business hours.