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Aerorock Services

Total Support Packages

We’ll fully manage Office 365 or Google G Suite on your behalf, monitor and update your computer systems, and provide unlimited support to your users. This package also entitles each user to install the Microsoft Office Suite on up to 5 devices (work, home, mobile, etc.)

We will:

  • Fully manage Office 365 on your behalf. We add, modify and remove users at your request, and provide user support for this service.
  • Monitor and manage your computer’s operating system and virus protection from our support centre.
  • Register each user in our service tracking system. Registered users may contact us for support on any software product, service or device that they’re using in connection with their job with your organisation. Methods of contact include telephone, email, and web.

If there’s an issue with software that we don’t formally manage on a device that we do manage, then we’ll do our best to answer the user’s question or solve the problem directly. If we cannot resolve the request directly, we’ll put the user in touch with the vendor who provides the software product, service or device. We’ll answer any technical questions the vendor’s customer support agent may have in connection with the request, and we’ll track the request through to resolution. Registered users can monitor the current status and history of all their requests via the web.

This service includes support for one computer and one mobile device per user. Supported devices include Windows computer, Mac computer, Windows phone, Windows tablet, iPhone, iPad, Android phone, Android tablet.

Included subscriptions and licenses

This plan includes one of the following services:

  • Office 365 Business Essentials
    Best for businesses that need business email and other business services. Office applications not included.

    • Email, contacts, calendar service available through Outlook, web browser and smart phone
    • Secure team messaging and video conferencing through Skype for Business
    • Additional services include OneDrive, SharePoint Online, Microsoft Teams, Microsoft Planner and more.
  • Office 365 Business Premium 
    Best for businesses that need business email, Office applications, and other business services.

    • Everything in Office 365 Business Essentials plus the Microsoft Office desktop suite for up to 5 devices per user. This desktop suite includes the latest versions of Outlook, Word, Excel, PowerPoint, OneNote and Access
  • Google G Suite Basic

    • Email, contacts and calendar service available through web browser and smart phone
    • Secure team messaging and video conferencing through Google Meet
    • Google Drive with 30GB storage per user
    • Additional services include Google Drive, Google online apps (Docs, Spreadsheets, Slides, Forms and more)
  • Google G Suite Business
    • Everything in Google G Suite Basic plus Smart Search, eDiscovery and user activity audit reports

In addition, this plan includes:

  • Webroot anti-virus software on one Windows computer per user
  • Ninja remote support software on one Windows computer per user

Note

  • Support is provided during normal business hours (9 am – 5 pm M-F except holidays). Support is delivered primarily via email, telephone and online remote access. Response time is one hour or less – typically initial response is within minutes.
  • We also provide out of hours support on a limited basis. Response times can vary.
  • On-site support available in Auckland, but a $40 call out charge may apply.
  • This service does not include the setup of new equipment. Our standard charge is $200 + GST to fully configure a new computer.
  • This service does not cover any fees charged by third party vendors, including but not limited to support contracts, telephone support toll charges, labour fees or repair fees.
  • Support for the telephone system, printers, scanners, fax machines or other peripheral equipment is not included, other than to configure supported computers to use such equipment.
  • Support for your local area networks, wireless networks, or Internet service is not included.