Monthly Archives

December 2019

christmas tree

2019 Trucell Christmas Message

By Support, Trucell No Comments

We want to thank you for your continued support, and as your trusted IT, service provider, we value your business. We would like to wish everyone a very merry Christmas and a safe and happy new year not to mention a prosperous 2020!

We are overwhelmed by the support and loyalty of our clients; you have enabled us to achieve some outstanding results in 2019. I also have to thank you for been patient while we are training our new engineers.

Some of our achievements that come to mind:

  • Jason (Director of Trucell) had his first son.
  • We became an HP and HPE Gold Partner
  • Awarded Vocus Platinum Partner of the Year
  • NBN ICT Accredited Partner
  • Opened PCMegaMart.com.au – one of Australia largest PC, Server and Business technology providers selling direct to businesses.
  • We have employed four new IT engineers and one full-time programmer.
  • Provided proactive managed IT services to client sites in almost every state of Australia as well as Fiji, Thailand and South America.
  • One of our engineers completed his Microsoft MCSA Certification
  • Two Engineers completed CompTIA Certifications
  • And finally, we have almost run out of space in our Parramatta office.

Well, with many more milestones to come, we all must have a break. Trucell will be closed from 24 Dec to 7 Jan 2020 however after-hours service will continue as usual and business hours service will be reduced.

To get support during this period, please email support@trucell.com.au where a ticket will be created, and your issue will be actioned.

If you have any concerns related to the closing times or want to have a chat, please call your account manager who is always available for questions.

From the team at Trucell,
We wish you a Merry Christmas.

Lead Engineer Jason Replacing Motherboard

Timing is everything, SLA’s give us piece of mind

By Clients, Support, Trucell, Uncategorized No Comments

When a server fails, it usually happens at the worst possible time, whats your IT Service providers commitment to your business? Do you have a Service Level Agreement to protect your business?

All major server manufacturers distributed by us come standard with an on-site manufacturers warranty and Service Level Agreement that covers the server for hardware support and hardware replacement, the average period of coverage is three years from the date of invoice. We can tailor the manufacturers support to meet your businesses requirements to give you peace of mind.

Lead Engineer Jason Replacing MotherboardIf you’re a Radiology Practice with an Intelerad MST1 server running on HP DL380 G10 server which becomes unresponsive at 4.50 pm, what do you do? Once we were on top of the issue and had determined that a new motherboard was required we had exhausted the remaining 10 minutes; it was now past 5 pm which is the cut off for Next Business Day support.

Any server is challenging to lose access too but to have an entire day without it and no possibility of fixing it you want to do everything in your power to keep the client going and restore redundancies in their infrastructure.

So after a couple of minutes of talking to different support engineers at HP, we were able to get the replacement motherboard part sent out without a Tech. As a result, we were able to apply the fix, which has meant that we have a chance of sorting out the server the next day.

After a couple of screws and bolts removed we were able to get the new motherboard installed. It solved part of the issue, but we later determined that a new array controller and the drive was required to get the server back to 100%.

In summary, Trucell’s Proactive IT Support coupled with manufacturer training and Trucell’s HP Gold Partnership gave us the support to get this server operational again and reduce the disruption to the clients business.