Freephone: 0800 659 678

Chargeable Tech Support

Our set hourly rate is currently $120+gst which is chargeable in 10minute increments. 
This means the small jobs are not over costed and we can truely provide a "pay as you need" service.  

Existing Customer and Current Account Holder
You will be asked to provide an Order Number and confirmation that you have authority for services to be invoiced to your account.

Non Account Holders
If you do not have an account with us, services will be invoiced to you on a Cash Sale basis.  Again, rather than overstating the time that may be required to assist with your enquiry an invoice will be raised and emailed to you with a link for payment by Credit Card (Mastercard or Visa) or by Direct Credit. 

To avoid confusion or dispute of services, we encourage you to openly discuss your expectations and/or seek guidance as to how long your job may take. As an example, reinstalling Transcription Software and user setup may take 10-15 minutes per licence.  Support can be provided by phone and/or remote PC access using Teamviewer.

 



Logging your Call

Please note it is a company requirement that all support calls are logged.  For this reason, you will be asked to provide the following information:  

  •    Your Name | Company Name 
  •    Model number & Serial number of the Hardware device (DVR) 
  •    Software Version & Confirmation of current Licence 
  •    Date of Purchase | Details from whom it was purchased 


Remote PC Access using "TeamViewer"  

Software installations and PC Troubleshooting may require remote access. If you don't already have TeamViewer installed then please visit their website to download their "Free Software"  https://www.teamviewer.com/en/download/  

For security reasons, it is a requirement that you (or someone) is available at the PC for the full duration of the call. 



Some Quick Checks to ensure maximise time efficiency during your Support Call

 Personal & Home PC Users

  • PC is turned on with access to the Internet
  • Save all "Open" documents
  • If we are installing new software, check to ensure the PC meets the minimum system requirements for the installation i.e. CD Rom Drive, Sound Card, USB Port(s)

  Business & Network Users

  • PC is turned on with access to the Internet
  • Save all "Open" documents
  • If we are installing new software, check to ensure the PC meets the minimum system requirements for the installation i.e. CD Rom Drive, Sound Card, USB Port(s)
  • You have the log-in code for the PC (in case we have to reboot)
  • You are familiar with your company's structure i.e. location of your local drive and network directory for multi user setup
  • You have administrator rights for the install OR an appropriate person who does is on hand or easily contactable.