Frequently Asked Questions

Once our agreement and direct debit authorisation has been signed, our onboarding team will be in touch to kick off our on-boarding process. This typically takes between 2 and 6 weeks depending on the size and complexity of the organisation.

When possible, write down any information about error messages and take a screenshot of your issue. Often times, it helps to restart the application or the computer to see if this resolves the issue.

Our Service Desk have some great tools to make helping your users easy! Our Engineers will talk your users through typical problems over the phone as well as remotely access your computers and devices to quickly and easily troubleshoot problems.

Our Service Desk have some great tools to make helping your users easy! Our Engineers will talk your users through typical problems over the phone as well as remotely access your computers and devices to quickly and easily troubleshoot problems.

Our engineering team are pretty good, but in the odd occasion we too may need to ask for help.  That’s why Virtuoso has partnered with many of the world’s leading software vendors and maintains paid, commercial support agreements that enable us to escalate the really tricky issues that we can’t fix.  From your point of view, this means that your IT issues will be fixed, or a workaround will be provided 100% of the time.

Flat-rate billing gives you the ability to budget your IT expenses so you can better focus on your core business goals. We customise each service for your unique business, so you only pay for what you need. Virtuoso serves as your “one stop shop” for all your managed IT services needs. And we do it all for one fixed monthly price!

We provide a guaranteed response time within the hours of 8:00 AM to 6:00 PM, however our phone lines are open 24×7 to provide assistance outside our standard hours.

We pride ourselves on being “ecosystem agnostic”; whether you use Google Apps or Office 365, Windows or Mac, Android or iOS, we will support your team.  Need to install a server onsite or host one virtually on Amazon or Azure? We will support you.  Need to transition from one ecosystem to another?  We’ll be there for you.

Using our intuitive web portal TechHub, you can see the problems and service requests we currently are dealing with, issues you’ve had in the past as well as comprehensive reporting on your environment and services.

Small changes and service requests are included in the unlimited subscription, however larger changes like upgrading software or operating systems would be charged in addition to the monthly package.