As part of this service you will receive access to our Telstra Business Tech Services IT Helpdesk, available over the phone 24 hours a day, 7 days a week.

In addition, you may access up to four assessments every 12 months on your IT environment including software, hardware and networks. You will receive a report following each assessment with recommendations to help improve your IT environment.

If you took up Tech Services on or before 30 November 2023, your service also includes an onboarding call.

This service provides support and advice for the following:

24/7 SUPPORT

• Support over the phone by our Australian based experts, 24 hours a day, 7 days a week

INTERNET & NETWORKS

• Support getting online with an internet service
• Networks - help to diagnose issues and configuration
• Connection of Wi-Fi enabled devices
• Support with network configuration devices such as modem and/or routers with configuration settings including static IP setup, port forwarding, Wi-Fi and IP services
• Office network support such as networked printers, point of sale and scanners
• Digital Office Technology (DOT) advanced configuration and customisation 

EMAIL

• Email setup such as adding new email account to device, creating new accounts
• Email troubleshooting, advice and help to optimise
• Corporate email - set-up group and shared email accounts plus tutoring on how to setup administration capability

DEVICE, APPS & HARDWARE

• Device, application or social media guidance
• Software, mobile, laptop, tablet or peripheral set-up or troubleshooting
• Device operating system recovery
• Laptop health check and help to optimise
• Assistance with set-up of Microsoft Office - M365 services
• Bring Your Own (BYO) modem & router configuration
• Support for security and network devices such as cameras, printers, scanners and other business related devices

STORAGE & BACKUP

• Cloud storage setup and help
• Business Data storage (transfer limit - 50GB) and support
• Data backup
• Data archiving

VOICE & CALLING

• Business Voice support – support for Telstra and non-Telstra phone systems and VOIP configuration
• Support and configuration for business calling features like smart call routing

ECOMMERCE SUPPORT

• EFTPOS setup and support (excludes hardware faults)
• Setup and advice for payment processing (mobile, online, in-store or on the road)
• Support for Point of Sale (POS ) systems and associated software

WEB SUPPORT

• Assistance with troubleshooting websites managed by Telstra or not 
• Support with domain names and hosting

SECURITY & PROTECTION

• Support and advice on laptop security, anti-virus software, privacy set-up, device settings, operating system and office application recovery and malicious software removal
• Network and Security support and advice with set-up, configuration of firewalls, end point protection, backup, and recovery plan
• Security – Payment Card Industry (PCI) setup and compliance support 
• Servers - ability to diagnose issues with servers and assist with remote configuration

• Telstra Business Tech 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 or on-premise support is not included as part of this service
• Assessments exclude an IT security assessment

Complaints

If there’s something you’re not happy with and you wish to make a complaint, visit telstra.com/complaints. We like to make every attempt to resolve any issue but you can contact the Telecommunications Industry Ombudsman by phone on 1800 062 058 or visit tio.com.au/about-us/contact-us if you'd like an independent investigation.  This is a summary only. The full legal terms for this plan are available at telstra.com/customer-terms