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Trucell

Grand Opening of Butler Medical Imaging Western Australia

By Clients No Comments

Western Australia welcomes Trucell, our first Radiology site in WA. After months of dealing with contractors, internet service providers and modality vendors we are finally in Western Australia setting up the network and computers to talk to the RIS and PACS located in Sydney NSW.

We were tourist at heart driving a lap around the city before heading to site to get the work done.

We arrived and jump straight into the task of installing the equipment and ultimately making a rubbish pile of HP equipment.

The new HP all in ones maximised the available space in reception. The HP enterprise laser printer centralised printing in reception.

Grand opening of Harris Park Radiology NSW

By Clients No Comments

The owners tell me that it’s been almost a year of negotiating with the Parramatta Council to get the necessary changes to the historic building. We have been helping for half of that time.

Site IT features:

  • 1000/1000 Fibre
  • Fortinet FortiGate 100F with UTM Threat Protection
  • Fortinet FortiSwitch configured and managed by the FortiGate.
  • Latest Model HP 600 series all in ones
  • Latest Model HP Z1
  • HP Enterprise LaserJet Printer
  • Fonality Phone System with Cloud Backup
  • Kestral Karisma K4
  • Intelerad PACS
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 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.

Customer Self Help

Introducing our new Customer Self Help Portal

By Support, Trucell No Comments
Customer Self Help

Get connected with ease with Trucell’s new Customer Self Help Portal.

As a Trucell partner, you will be able to receive answers to frequently asked questions, submit support issues, track support issues submitted by staff in your organisation and query our knowledge base.

Open a new Case

Open New Case

Quickly open a new case, configure the importance of the case and what it relates to and once created the system will assign the case to trained consultants who will provide an action plan and execute the repair

Track Case Progress

Sometimes issues cannot be resolved in one phone call or a single email. With the new Customer Portal not only can you submit your requests but also view all the steps our team has performed with your request. Additionally, if you are the primary contact for your company, you will see all the company tickets in our system.

Track Ticket Status
Knowledge Base

Knowledge Base

The Knowledge Base contains numerous support references, created by our support professionals who have resolved issues for our customers. It is constantly updated, expanded, and refined to ensure that you have access to the very latest information.

To get a login to our new portal

Please register for an account by clicking here >.

Alternatives methods to get support!

Self Help Portal

Self Help Portal

Click Here >

Email Support

Email Support

support@trucell.com.au

Phone Support

Phone Support

Phone 1800 316 529

Chat Support

Chat Support

 

Proactive Remote Monitoring and Management also known as RMM Software

By Support No Comments

What Is RMM?

RMM, or Remote Management and Monitoring is a network monitoring system that enables Managed Service Providers (MSPs) to use a central console in order to monitor and manage networks, mobile devices, computers and endpoints. Regardless of the location – the administrator can have access to each device on the network with the help of a RMM Software.

How Can You Benefit From RMM?

Using RMM Software can be immensely conducive to your company. IT companies today don’t just happen to be local businesses – and this is specifically the case with Managed Service Providers (MSPs). The administrator is hence responsible for not just one location but multiple locations spanning different cities, states and regions. Managing and monitoring these different endpoints can hence become impossible. With the help of RMM software, however, this problem can be averted as you can gain a host of other benefits too. In this article, we break down the most important ways you can benefit from Trucell and our RMM Software.

Limiting User Access

A well designed RMM Software can help strategically determine which user gets access to what part of your system. This means that sensitive information and applicants will need special permission in order to be accessed. If you’re looking to customize which users get access to sensitive information, the administrator has the right to set parameters however they deem fit. This can be extremely useful a feature as it prevents intrusion into any valuable information.

Reducing Travel Expenses

In case a problem arises with your system and you’re immediately in need of technical assistance, your technician does not need you to evaluate the system for them or be there physically. This is because the technician can easily monitor the activity from a remote location, eliminating the need for them to travel to you. This way, you get to save significantly on airfare and travelling expenses, and your IT staff can easily stay in touch with you remotely, maintain your system and monitor it lest a technical problem arises. A win-win for both parties!

Device Location Doesn’t Matter

RMM software enables you to view each machine on the network and allow you to be fully aware of what’s going on at all times. This involves all devices within the office: the access points, laptop computers and desktops. As you install agent software on all devices, they can be closely monitored regardless of their location – or yours!

MSP Location

MSO Businesses require having to manage devices and networks 24/7. Suppose an issue arises on a weekend, or late at night – the administrator is not necessarily going to be available. With RMM software, they don’t need to be physically available at all times. This is because they will be alerted constantly through email about everything important going on. So long as there is internet access, even if the administrator is a thousand miles away, they can manage monitoring and management easily without disturbing business processions in any way.

Managed Print Services Puts The Missing Details On Printing

By Clients, Construction No Comments

The Challenge

Leading the construction industry as a ‘one stop shop’ for construction services and all things trade. Every Trade Building Services (ETBS) is a provider of quality assured services to all sectors including government bodies.

With an extensive team of estimators and project managers continually referring to plans and other design files such as highly detailed renders and CAD files it was clear that their current printing technology was inadequate and inaccurate. The company needed a solution to accelerate there project management times as well as provide accurate and detailed plans for onsite aspects while reducing costs and wait times.

The company engaged Trucell’s Managed Print Services™ as a consulting partner to help evaluate and procure a Managed Print Service.

Our Approach

We conducted a detailed requirement analysis and further vendor specification and costs of ownership analyses.

Our extensive knowledge of Managed Print Services and our close working relationships with all the major vendors gave us the ability to present an optimised print offering that addresses all the requirements of the customer and ensures run-ability for the next five years.

Service Level Agreements and what you’re covered for!

By Clients, Networking, Support No Comments

Rest easy know that when you have a Service Level Agreement also known as SLA you’re going to get an agreed service at an agreed level in an agreement that defines exactly what is covered and what isnt.

With the large number of businesses we meet it is surprising how many of them do not ask for a commitment from there software and hardware providers. Additionally we often find that the software and hardware service providers do not offer a guarantee or have an SLA document that we can review for our clients.

We have also come to believe that many businesses don’t ask for an agreement nor do they make it a requirement when making a purchasing decision. If you haven’t thought about this then it will cost you. I have thought I would never use the service of DUI Attorney Cherokee County, but there is always a first time. The same is with business agreement, you never know when you need it.

What insurances do you have? Without an SLA from all hardware and software vendors certain business insurances won’t cover you! In the last six months two insurance companies have audited two of our partners managed under our Proactive Service and Support solution. Both clients found themselves having to negotiate SLA’s with there software vendors as they historically didn’t get a commitment from them even though we ask for there SLA’s. Because they were already paying for Maintenace it was clear there SLA deals were not as good as they could have been.

SLA’s will save you money! Often we find businesses paying for double the coverage as both vendors provide the same service however they haven’t defined it in writing so in the event of a failure neither knows what is what so instead of worrying about who is responsible they simply charge for the service anyway.

SLA’s will make you money! In the event a service level is not met an agreement with a provider will define what is calculated as compensation. The most common example of this can be seen with Internet Service Providers. Often when a client goes down for more than 30 minutes we make it a task to get compensation in the form of credit on the next internet bill. Often the amount can be the total month bill!

Migrating to high-speed fibre internet is worth the money!

By Clients No Comments

I can’t remember the number of times new clients mention the contentious topic of how slow their internet is at there office. Or the reliability issues they have come to accept with the over utilised connect, I often get asked “how many dropouts is usual.”

Clients often don’t realise how many services they have on their network and how many they are consuming over the internet. As a result the more services the of a role it has on the total available capacity of the internet service.

Not to mention the number of staff utilising the service and the additional burden each staff member places on the available capacity.

As businesses transition more and more services to cloud platforms that offer greater redundancies and scalability and let’s not forget the reduced capital cost, businesses reliance on their internet connection for reliability and capacity increases.

Today we installed three separate fibre services replacing two Ethernet over copper services also known as EFM and an ADSL service. Thanks to our 24×7 Proactive Monitoring we were able to determine and provide evidence to the clients that all three services were operating at 100% capacity during peak customer interaction times! As a result of the high internet usage and lack of available bandwidth our clients, first, instinct was in employ more costly workers. Whereas the underlining issue was the current workers couldn’t serve as many people as they wanted to as they were constantly waiting for data input to save in there software.

If you think your software is slowing you down or you just want to know how your service is performing contact us for a consultation. We have the expertise and tools!