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 OnTrack onboarding take ?

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.

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.

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.

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.

How does 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 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 happens if we have an issue out-of-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.

What kind 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.

How can I keep track of tickets or issues?

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.

What if I need something changed?

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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    Virtuoso IT Limited
    155 Fanshawe Street, Auckland, 1010
    P: 0800 122 599  | E: [email protected]

    Copyright © 2022 Virtuoso IT Limited. Virtuoso IT Limited is a private limited company registered New Zealand.
    Registered office address: 155 Fanshawe Street, Auckland, 1010, Company Number: 1590266 GST Number: 098-260-501