Telstra Platinum for Business Remote Support Plan

Plan
Monthly Charge 12 month term
Monthly Charge		$40/mth
Monthly Charge 12 month term or casual month to month
Standard Pack Cost
Standard Pack Cost with Netflix
Minimum Term
Entertainment Pack
What's Included		As part of this service you will receive access to our Telstra Platinum® business support service over the phone and through online chat, 24 hours a day, 7 days a week. This service provides support and advice for the following: FIXED INTERNET & NETWORKS Premium Support Experience when getting online with a fixed service (e.g. copper, ADSL, Cable & NBN) A Business tech expert to deal with the request for help regarding support and fault enquiries Provide health checks after the resolution of a request to diagnose root causes of issues and faults Connection of internet enabled devices to the Wi-Fi Troubleshoot network connectivity Port forwarding Business Internet – Assistance with setup and configuration of business internet and connecting multiple users and peripherals onto the network Networks – ability to diagnose and assist with network management and configuration Static IP Support – support for setup and management of IP service and addressing Managed Wi-Fi (hotspot) configuration DOT advanced configuration and customisation Virtual office networking, networked printers and other CPE support (local and wide area networks) EMAIL Email setup & troubleshooting, advice and clean up Corporate Email - Ability to setup group and shared email accounts as well as provide tutoring on how to setup administration capability DEVICE, APPS & HARDWARE Express hardware replacements when transitioning to the NBN™ Device, application or social media tutorial Software, Mobile, laptop, Tablet or peripheral setup/ troubleshooting Device system operating recovery Laptop health check and tuning Assistance with setup and on boarding to Office 365 services BYO modem & router configuration Security devices (cameras etc.) & Complex MFD (printers, scanners etc.) SECURITY & PROTECTION Laptop security advisory Anti-virus software setup Settings and privacy setup Device operating system recovery Microsoft Office recovery Malicious software removal Network security support/guidance and configuration Security – Ability to assist with setup and configuration of firewalls, end point protect, backup and recovery plan Security – PCI set and compliance support Servers - Ability to diagnose issues with servers and assist with remote configuration STORAGE & BACKUP Cloud storage setup and assistance Data storage (Transfer limits should not exceed 50GB Data backup Business storage and support Data archiving VOICE & CALLING Business Voice support – support for Telstra and non-Telstra phone systems and VOIP configuration Business calling support – support and configuration for business calling features to enable calls to be smart routed within your business and manage call features and functions to give your business the edge ECOMMERCE SUPPORT EFTPOS support, setup and capability (Excludes hardware faults) Setup and advice for payment capability (mobile, online, in store or on the road) Support for POS systems and associated SaaS technology WEB SUPPORT Business Web support – support and tutorials for Telstra Online Essentials and other web services Domain and hosting
What's Not Included		Telstra Platinum services are not available for some devices and software. The cost of any software/hardware is not included in the price of the service and you are responsible for any data charges. In store support via our Telstra Platinum Tech Bars are not included as part of this service.
Minimum Cost Standard Pack Includes set up costs (with Self Install Kit option)	Casual month to month	$40
Minimum Cost Standard Pack with Netflix Includes set up costs (with Self Install Kit option)	Casual month by month
Maximum Early Termination Charges (ETC)		You can cancel at anytime but will need to pay any charges you owe up to the point of cancellation which may include the full month charge of $40 for the current billing cycle. (No credit issued)
Maximum Early Termination Charges (ETC) 12 month term
Maximum Early Termination Charges (ETC) 24 month term
Maximum Early Termination Charges (ETC) Casual month to month
Devices
Allowances


This service will be provided to you for $0 until June 30, 2020 unless cancelled by you or us sooner in line with the conditions of the offer.

Monthly Charge

$40/mth

What's Included?

As part of this service you will receive access to our Telstra Platinum® business support service over the phone and through online chat, 24 hours a day, 7 days a week. This service provides support and advice for the following:

FIXED INTERNET & NETWORKS

Premium Support Experience when getting online with a fixed service (e.g. copper, ADSL, Cable & NBN)
A Business tech expert to deal with the request for help regarding support and fault enquiries
Provide health checks after the resolution of a request to diagnose root causes of issues and faults
Connection of internet enabled devices to the Wi-Fi
Troubleshoot network connectivity
Port forwarding
Business Internet – Assistance with setup and configuration of business internet and connecting multiple users and peripherals onto the network
Networks – ability to diagnose and assist with network management and configuration
Static IP Support – support for setup and management of IP service and addressing
Managed Wi-Fi (hotspot) configuration
DOT advanced configuration and customisation
Virtual office networking, networked printers and other CPE support (local and wide area networks)

EMAIL

Email setup & troubleshooting, advice and clean up
Corporate Email - Ability to setup group and shared email accounts as well as provide tutoring on how to setup administration capability

DEVICE, APPS & HARDWARE

Express hardware replacements when transitioning to the NBN™
Device, application or social media tutorial
Software, Mobile, laptop, Tablet or peripheral setup/ troubleshooting
Device system operating recovery
Laptop health check and tuning
Assistance with setup and on boarding to Office 365 services
BYO modem & router configuration
Security devices (cameras etc.) & Complex MFD (printers, scanners etc.)

SECURITY & PROTECTION

Laptop security advisory
Anti-virus software setup
Settings and privacy setup
Device operating system recovery
Microsoft Office recovery
Malicious software removal
Network security support/guidance and configuration
Security – Ability to assist with setup and configuration of firewalls, end point protect, backup and recovery plan
Security – PCI set and compliance support
Servers - Ability to diagnose issues with servers and assist with remote configuration

STORAGE & BACKUP

Cloud storage setup and assistance
Data storage (Transfer limits should not exceed 50GB
Data backup
Business storage and support
Data archiving

VOICE & CALLING

Business Voice support – support for Telstra and non-Telstra phone systems and VOIP configuration
Business calling support – support and configuration for business calling features to enable calls to be smart routed within your business and manage call features and functions to give your business the edge

ECOMMERCE SUPPORT

EFTPOS support, setup and capability (Excludes hardware faults)
Setup and advice for payment capability (mobile, online, in store or on the road)
Support for POS systems and associated SaaS technology

WEB SUPPORT

Business Web support – support and tutorials for Telstra Online Essentials and other web services
Domain and hosting

What's Not Included

Telstra Platinum services are not available for some devices and software. The cost of any software/hardware is not included in the price of the service and you are responsible for any data charges.
In store support via our Telstra Platinum Tech Bars are not included as part of this service.


Minimum Cost Includes set up costs
Casual month to month
$40

Maximum Early Termination Charges (ETC)

You can cancel at anytime but will need to pay any charges you owe up to the point of cancellation which may include the full month charge of $40 for the current billing cycle. (No credit issued)

Information about the service

This service offers a month to month subscription to 24/7 online chat and over the phone tech support for most internet-connected devices.

Information about pricing

Refer to the Plan Cost table.

Bill Payment Charges

Your first bill will be on paper. After the first bill, all other bills will be sent via email. You can request a paper bill at no extra cost if required.

Paperless bills and electronic payments – Free
Payments made in person or by mail – Extra $1.00
Set up Email Bill at telstra.com/emailbill

Some exemptions may apply. For details, visit bill payments page. To set up Direct Debit or for details on other bill payment options, visit bill payments page.

Other information

Fair Use Policy

Use of this service is governed by a fair use policy, which deals with excessive use. For further details visit telstra.com.au/customer-terms/business-government

Understanding my bill

You’re billed in advance for the minimum monthly charge, and in arrears for any usage not included in your plan. Your first bill will be higher if you start your plan part way through a billing period.

If your account number is 13 characters long, or you only have a mobile service with us, you will be billed in advance. If you do not fit this criteria, you will be billed in arrears.

Support

If you have questions about your Telstra Platinum® Business Security Service, please visit telstra.com/business/platinum or call us on 13 70 55

Need help? We’re here for you.

Visit telstra.com/contactus for our support options. Call 13 20 00 or 133 677 (TTY), or +61 439 12 5109 from overseas, to speak to someone about your plan or to obtain a copy of this summary in an alternative /accessible format.

This is a summary only full legal terms for this plan are available at telstra.com.au/customer-terms/business-government

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