YOUR I.T. SERVICEEXPERTS

www.mspblueshift.com.au

I.T. SOLUTIONS TO SUPPORT PRODUCTIVE WORKPLACESMSP Blueshift are a team of highly trained and extremely reliable I.T. professionals.Together,

we provide small-to-medium businesses with a dedicated IT department to support, maintain

and manage their entire I.T. environment and every user on an outsourced basis. We provide our

clients with a streamlined, stress-free I.T. managed service with help available 24/7.

We believe we are NOT in the IT support business; we believe we are in the HUMAN support

business. Because your technology doesn’t care if you can’t deliver on a promise to your clients,

however, every human involved does, and so do we.

So if you’re the type of company that believes in providing your personnel with every

opportunity to deliver on your promise, then we have the service for you.

Computer Problems?

Unable To Work? Missing Deadlines? Problem Solved!!

Contact MSP Blueshift

1300 501 677 or email us at enquiry@mspblueshift.com.auCALL US ANYTIME

YOUR DEDICATED I.T. DEPARTMENT

Strategy & Reporting

Monthly report on services

Solution design to improve productivity and reduce cost

Asset management and budgeting

Pre-emptive Maintenance

Real-time I.T. servicing

Software updates, back-ups, security monitoring, and more!

24/7 Fault Monitoring and Alerting

General I.T. Support

Direct technical assistance available via phone, remote or on-site

New user setup (PC, Email, Phone etc.)

Configuring new hardware

Project services

Upgrading hardware and software

Moving infrastructure to the cloud

The services we provide cover 5 key areas

HERE’S HOW WE CAN HELP!

At MSP Blueshift we off er a full suite of I.T. services for businesses which don’t have internal IT resources and know-how. We are the perfect outsourced solution to cover all of your IT needs; from consultative advice and 24/7 support through to hardware and software sales

I.T. Support and Maintenance Internet & Voice Cloud Computing

Direct technical assistance, available via

phone, remote or on-site 24/7

Access to the latest technology for your

internet and voice

Cloud services to work from anywhere,

anytime, on any device.

IT Security Data Backup & Business Continuity Hardware & Software

A full suite of security products to keep

your network safe.

Fully automated on/off site backup

and disaster recovery to our Australian

based data centre

A range of hardware and software

solutions available

WE’RE WITH YOU AROUND THE CLOCK!

OUR SERVICE DELIVERY GUARANTEE

Our goal is to respond to and commence working on every request as quickly as possible. We strive to meet a “First Call Fix” rate of above 75%, where we can resolve your I.T. issue on your first call to us.

We guarantee our service delivery and report monthly on our performance. Should we fail to perform in any given month we will pay the following penalties:

Types of Enquiries Maximum Response

LEVEL 1 – “URGENT”

The business cannot operate. E.G. Server down,

major application down impeding the work

function of a number of users, the Internet

is not available. A single user has no

desktop functionality.

LEVEL 2 – “PRESSING”

Impeded functionality, however, the business or

user can operate. E.G. Single user has restricted

desktop functionality, printer not operating,

failed backup, data restores.

LEVEL 3 “PLANNED”

Events and minor faults. New project work,

new installations, user account requests, moves

or changes, minor non-work inhibiting faults.

Acknowledged same

business day. Work

commences within

three business days

or as scheduled.

Service desk phone answering.

08:00 -17:30 business days only

(for support call logging purposes).

< 3 Minutes

(97% of calls)

After Hours Emergency Support 2 Hours

This is simply a guide, at all times we will be directed by

the user with the issue. For example, a single user may not

have access to web browsing. However, if that user is on a

deadline to process the wages then the issue is level 2 but

the impact on the company will be level 1 and therefore

would be escalated.

1 miss $500.00 Discount

2 misses Free support for the next month

3 misses Free support for the next month

+ $500 discount on support.

Hour

2 Hours

WHAT’S INCLUDED IN YOUR I.T. DEPARTMENT

Your MSP Blueshift I.T. Department is responsible for supporting and managing every user, system, and vendor across your entire I.T. environment, including but not limited to the following:

• Servers • Printers • UPS

• Workstations (PC or Mac) • 3G/4G Modems • Routers

• Laptops (PC or Mac) • WiFi Access Points • Switches

• Tablets (PC, Mac or Android) • Storage Devices • Firewalls

• Terminals • Smartphones • Backup systems

• Internet Service Provider • Communications Provider • Web hosting

• Domain Hosting • Line of Business Application Providers • Accounting Software

• Hosted Service Provides • CRM & ERP applications • Security

• Solution Design & Review • Budgeting • Asset Management

• Monthly Performance Reporting

• 6 monthly performance and strategy planning reporting

• Hardware/software advice and quotations RFQ /

ROI creation / management

Network Infrastructure

Third Party Vendors

Strategy & Reporting

HOW WE COMMUNICATE

Logging A Support Ticket• We have three options for you to log a support issue or enquiry: phone,

email or via the web portal.

Incident Tracking & Management• Each time an incident is logged, the entry is recorded and the user will receive a

notification that the call has been logged via email.

Manage Logged Calls• All work conducted is recorded within the specific ticket, updated accordingly

and automatically emailed to the user.

• The user can reply and each communication will be added to the log.

SMS Alert Groups• In the event of a major I.T. issue, we have the ability to create an SMS alert group.

• Key personnel will be added, and notified of the issue updates which allows ease of distribution of communication.

Remote Support Chat• When our I.T. Support Representatives are performing remote support,

we utilise a chat application.

• This allows either the user or the I.T. Support representative to provide/request updates, changes or inform the user of their progress in real-time.

Monthly Delivery Report• You will receive a monthly delivery report providing information on your

network health, tickets logged and work conducted.

Emergency Support• Standard support hours are Monday to Friday 8:00am to 5:30pm local standard

time. After hours support is available anytime by phoning the service desk.

GETTING STARTEDUpon sign up to one of our support plans, we will facilitate a discovery planning session with you to conduct a full audit on your I.T. needs and identify potential efficiencies and improvements.

The process entails the following:

Deployment of our ITSM (infrastructure technology

systems management) tool, LabTech.

Identify and record all of your business specific

applications and vendor information.

Introduction to your I.T. manager and service

delivery team.

Upon completion of this process, we are ready to commence supporting your organisation. Over the next two to three weeks we will additionally:

Complete the initial Audit Report, identifying any

immediate business risks.

Complete the initial 6 monthly strategic plan.

I.T. Department Remote

I.T. Department Pro

Fixed monthly fee per computer user

All-inclusive fixed price

24/7 Unlimited access phone

24/7 Unlimited access remote

24/7 Unlimited access onsite $200 flat fee per instance

Support and management of all ICT related infrastructure, applications and vendors

PRICING

EXTRASThe only services that attract additional costs are project services, these relate to the installation of new or upgrading of existing hardware and software. Examples would be

• New desktop/laptop installation / configuration

• Network upgrades (server, router, switch replacement)

• Installation of new software packages

All project work is based on a fixed price quotation prior to the commencement of the project. Such examples include:

New Workstation PC or Mac Installation & Configuration

1

2

3 $500

4

5 $700

New Workstation / Laptop Installation Charges

The following fixed price charges apply for the installation and configuration of new workstations/laptops. This includes the installation of all required applications, email set up, account creation (if a new user), migration of any existing data or profile information local to the replacement computer.

1 to 5

6 to 10

$119 $129

$150 ea

$200 ea

EXPERIENCE AND FAQ’SThe type of organisations we work with are typically dependent on their technology to deliver their goods and/or services to their clients. This sees us working with Architects, Financial Organisations (Accounting, Financial Planning etc.) Real Estate, Recruitment Agencies, Retail Chains and Law fi rms to name a few.

We partner with industry leading organisations and all of our technical personnel are certifi ed to support these technologies which include:

Question Answer

What is not included in the IT

Department Pro membership?

Only project work. I.e. upgrading servers, workstations software applications etc. traditionally

called project work. Everything else is included in the monthly fi xed fee.

What’s not included in

IT department Remote?

Onsite support, Project work and after hours support (unless you take IT remote plus).

Everything else is included in the fi xed monthly fee.

Why do calculate our price on users?We used to calculate the price on the total number of computers. However, most people have

more than one these days so it simply became easier to calculate it on the number of users.

If we increase or reduce the number of

users does that automatically reduce

the costs?

Yes, it will reduce the costs, we calculate this monthly so if numbers change up or down so will

the monthly charges

What is the minimum contract term?All of our agreements are month by month. We don’t want you to stay because you are

contractually bound; we want to you to stay because we do a great job.

How do you ensure users don’t get

access to information they aren’t

authorised to view?

Any alteration to user access levels needs to be approved by their manager.

This can be as simple as us requesting the user to CC their manager on the access level increase

request asking the manager to authorise the change.

Where is your service desk located?Our service desk is based in Flemington, Victoria, all support is provided

from this location.

What happens if we have a problem with

our accounting application or our phone

system?

You log a call with us and we will contact the third party and manage the requirement through to

rectifi cation with the specifi c supplier on your behalf.

How do you calculate our per user price

if we have part-time personal?

We calculate the pricing on eff ective full-time personnel. So if you had two users that each work

2.5 days a week that would be 1 eff ective full-time user.

Can you provide advice, quotes and

supply hardware and software?

Yes, we will make recommendations on the available technology to meet your requirements.

We are partnered with all the major technology distributors and will provide quotes and supply

equipment.

Do we have to buy hardware and

software through you?

No, we will make recommendations and provide quotes as required, however you are free to

purchase from anyone.

YOU ARE IN GOOD COMPANYWe pride ourselves on the service we deliver to all our clients. These are just some of the organisations that trust us to be their IT Department. If you would like to speak to any of these clients simply let us know and we will be happy to pass on their contact details.

1300 501 677

enquiry@mspblueshift.com.au

Level 1, 262 - 270 Racecourse Road, Flemington, Victoria, 3031

www.mspblueshift.com.au