Remote Computer Management

Looking for a way to streamline your IT management? Let Lorien Ink provide you with a virtual IT support team. Using a Helpdesk solution we’ll allow your staff to contact us independently about IT issues, and work on resolving them for you remotely. This service is known as a Managed Service Provider (MSP), and is your solution to fixing your IT.

Pricing and Service Level Agreements (SLAs)

We like to be up-front and transparent about pricing and service levels, so we haven’t hidden this information behind a sneaky contact form. Get all the information you need right here so that you can make an informed decision as to whether support from Lorien Ink is the right choice for you and your business team. If you need something different or unique, just get in touch – we’ll be happy to put something together that’s right for you.

All prices quoted exclude GST, but will include this and be invoiced in a post-paid manner following the month of service provided. There are no lock in contracts, and you can terminate the arrangement with Lorien Ink at any time, however you will be charged for the full month up until your renewal date. Pro-rata billing confuses our system. Payment of invoices is available via credit card or bank transfer, and all amounts are in (and billed in) Australian dollars.

Still not sure? Your first month is on us if you’re not impressed, because we’re confident you’ll like us. Try it out and if, at any time in the first 30 days of your service, you decide you don’t wish to continue being supported by Lorien Ink, just let us know and we won’t send you an invoice. Easy.

Additional Features

Regardless of your chosen SLA or pricing structure, we can offer the following add-ons to boost your IT super-powers. These costs are on top of those outlined above, but can be enabled on a monthly basis as needs arise. GST will be added at the time of invoicing.

More Details: A Remote Management Deep-Dive

Moving to a remote IT support team can sometimes seem like a large task for an organisation of any size, so let’s break it down in more detail so you can better understand what’s involved, and what to expect from Lorien Ink as your Remote Management provider.

What systems do we support?

Currently we support PC, Mac and linux systems, with some mobile device support provided. Both PC and Mac devices (desktop and laptops) will install a small piece of software called an Agent, and this helps us track and keep a record of performance, issues, and software status. Mobile Devices will be enrolled in a Mobile Device Management (MDM) solution, which brings similar features without needing an Agent app.

What kind of support can we expect?

Lorien Ink will provide your business with support via a private Helpdesk, just for your business. Your users can lodge a Helpdesk ticket at any time, and we’ll get back to them with a request for further information, troubleshooting assistance, or a remote connection request so we can jump in and take a look. This might include the installation of new printers and drivers, the installation of software (or removal of it), or the addition of a new user to a system. Anything that fits within a standard IT support request is ok by us!

Depending on what SLA you have selected for your business, our hours of support and time to first response may vary – take a look above for further information on this.

What if my problem can’t be solved remotely?

We’ll certainly try our hardest to make sure this doesn’t happen, but if your business has lost all connectivity it may be hard for us to troubleshoot without remote access. We will talk with your staff to attempt on-site resolutions, and if the need arises, we’ll send out a support staff member to assist. This will depend on your geographical location (we’re based in Adelaide), but often we can use contracted support personnel in other states to provide this service if required. This is a last-resort option for us, and we’re confident it won’t come to that, but it’s always there to support you.

I’m not a business, but just need support for my home systems. Can you help?

For sure. We’ll try and adapt our service offerings to assist, and recommend that your best solution may be a pay-per-incident plan as outlined above. If you need help, we’ll be here to assist – regardless of the size of your technology army.

What if remote management isn’t for me?

We hope it won’t come to that, but if that’s the case, none of our remote management solutions have lock-in contracts, so it’s completely up to you. You’re welcome to trial us for a few months and see how things roll – no hard feelings from our end. We’re pretty confident that you’re going to want to settle in for the long-haul though.

Let’s talk further about Remote Management for your business.