Frequently Asked Questions

Below you will find a list of the most common frequently asked questions relating (FAQ) to all the IT support, solutions and services that Core IT offers.

What is Managed IT Support?

  • To Core IT this means managing and supporting all of your business IT needs. That is anything from workstation support, installing printers and creating user profiles all the way up to a fully redundant server solution with a backup and disaster recovery plan.

“Let us know what results you are looking for and we will provide the right solution to achieve this through new and innovative technologies”

Still confused, give us a call and we will be happy to discuss this further.

We run multiple applications, can you support these for us?

  • Yes we offer 1st line support on ALL 3rd party applications and if we can’t fix it we will liaise with your application provider to come up with a solution.

We want to keep our servers on site, do you offer support for this set up?

  • Yes we do, we manage and support hardware/software whether it be on-site, off-site, collocated or hosted. We work with you to find the right solution for you and your business, then manage and support it to allow you and your users to do their job.

Are backups important?

  • Yes! The result of not having backups is like not having car insurance for your Ferrari and crashing it! When everything is running fine you don’t think about it but when something happens there is no going back. All of Core IT’s clients have backups running, these are taken on-site and then replicated off-site for another layer of protection. To give you an example; On-site backups are used to restore a deleted file and the off-site backups are used for a full server restore after a server failure (disaster recovery plan).

What Backup Technologies do you use?

  • We use ShadowProtect and Veeam to run our backup solutions.

We have multiple sites, do you have experience of dealing with this?

  • Yes we have a number of clients that operate across multiple sites. Cranecorp is just one example and you can find their testimonial here.

How many engineers do you have?

  • We have 6 engineers that work full time out of our Perth City centre office.  The majority of our team are technical support engineers as that is the core of our business.  For any projects we offer a dedicated project manager and following completion you will have a dedicated account manager who will look after your account during the life of your contract with Core IT.

How many hours do we get as part of a managed agreement?

  • At Core IT we don’t cap hours of support, for the monthly management fee we provide unlimited remote support during office hours.  The additional costs are for emergency out of hours support and any on-site required work.  All prices are outlined and are confirmed before any additional work is carried out.

Can you recommend a hardware provider?

  • We sure can! And we can do one better, we can purchase the hardware for you too. We recommend HP for the majority of items and when we order the hardware for you, we will set it up and configure it at no extra cost. The most important thing is that the hardware is right for the purpose you need to fulfill.

“We were using Dell for over 5 years and we have recently switched to HP following Core IT’s recommendation, not only was it cheaper but they arrive ready for the user to logon and get to work.”

How easy is it to request support?

  • We use a ticketing system called Connectwise, this turns emails in to tickets for the engineers to work on and deal with your issue. If you need urgent support then we recommend users to call in on our direct number, we will create the ticket and work on solving your issue. All tickets are logged and you will be provided with a ticket number which you can reference when requesting more information. We also provide our clients with the ability to login to their own portal to view and check on all tickets, open and closed, for your company.

What are your SLA’s?

  • SLA – Premium
    Priorities during Normal Business Hours
    (7am – 6pm Monday to Friday AWST excluding public holidays)
Ticket Priority

Response Target

Resolution Target

Service Goal

P1 1 Hour 1 Business Day 90% of tickets within target
P2 4 Hours 2 Business Days 90% of tickets within target
P3 8 Hours 3 Business Days 90% of tickets within target
P4 Next Business Day As Scheduled 90% of tickets within target
  • SLA – Standard
    Priorities during Normal Business Hours
    (7am – 6pm Monday to Friday AWST excluding public holidays)
Ticket Priority

Response Target

Resolution Target

Service Goal

P1 4 Hours 1 Business Day 90% of tickets within target
P2 8 Hours 2 Business Days 90% of tickets within target
P3 Next Business Day 3 Business Days 90% of tickets within target
P4 Next Business Day As Scheduled 90% of tickets within target

I need a website designed, do you offer this service?

  • We are a managed service provider and we prefer to stick to what we know. However we can recommend some fantastic providers and we will be on hand to answer questions and make suggestions where we can.

I would like to move to the Cloud, can you offer this service?

  • Yes we can, we like to understand what you are looking to achieve and then look at all options including a virtual/hosted option so you can be clear on the right solution for your business.

Do you monitor our solutions?

  • We monitor all servers and hardware such as switches 24/7 and we are alerted, this means that we will know there is an issue and can ensure it is fixed, usually before the client even notices.

Why does my network need regular maintenance?

  • Your IT network is the back bone of your business. Regular maintenance keeps the network running efficiently and securely. Our Managed IT Services provides proactive IT support and proactive IT maintenance therefore reducing IT systems failure and downtime. Our team of support specialists monitor the health, performance and security of your IT network 24/7 ensuring security and stability all included in your monthly support fee.

How does Core IT offer remote support?

  • We use an application called Kaseya, once this has been downloaded on your workstation and server we can logon remotely. One of our engineers will request permission to access your workstation and get to work.

How do you invoice for your services?

  • We send an invoice each month for the monthly support fee and an additional invoice for anything outside of this; hardware and out of hours support for example.