Category

Support

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.

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!

Teamviewer Mobile Support

Trucell conducted its first mobile support session

By Support, Trucell No Comments

remotely control your andriod device

Trucell specialises in IT support and with the ever changing business environment employees and businesses are relying more and more on there mobile devices to conduct daily business activities such as email and editing documents.

Sometimes we aren’t able to reach every staff member when we roll out a software solutions such as Office 365 for business. So with the assistance of TeamViewer we are able to connect to clients with android phones and provide assistance with installation and support.

We were so surprised with our clients response and support for the assistance, they even took time to write a small review on google. On that note, please review our services on google here :).

Source: Navori