FAQ's - What are you looking for?

Find answers and solutions to common IT FAQs. If you cant find an answer, contact us and we will be happy to help.

Frequently Asked Questions

How long does EliteSupport on-boarding take ?

Once our agreement and direct debit authorisation has been signed, our on-boarding 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.

How are users actually supported?

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.

What happens if you can’t fix my problem?

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.

What happens if I have a problem outside your service hours?

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.

How can I see the issues that you are dealing with?

Using our intuitive web portal Hub365, 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.

What should I do before calling for help?

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.

What if we already have an internal IT department?

No problem! We offer bespoke solutions that can be tailored to meet your specific needs. Whether you need a full package of managed IT services and consulting, security solutions or just service desk support, we make it simple by offering a range of affordable and customised service plans. Check out our Managed 365 page, specifically tailored to businesses with existing IT departments.

How does a flat rate billing save me money?

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 package 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!

What types of systems do you support?

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.

What happens if I want something changed on my system (like upgrading the version of Office on a PC)?

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.

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