vCloud Support Australia
Worldwide Based I.T. Support & Help Desk
Let us show you a better way for your devices to be managed. Now with per user management, and up to 5 devices over different platforms, we make running your business much smoother.
The continuity of your business is at the forefront to vCloud. We ensure we have all your information data backed up and replicated off-site, like this we can bring you back online with minimal downtime.
Having the flexibility to work from anywhere, having access to all your information systems and data from where you are in the world, is our number one reason for making your business more productive.
A SD-WAN (Software Defined - Wide Area Network) network replaces a traditional network router, supporting aggregation, bonding private WAN and failover, and at a fraction of the cost.
Looking for cost-effective on-premise or cloud-based VoIP phone systems? This PBX solution is born and bred in the Cloud to give you the best functionality and with all the traditional features.
We deal directly with all the major wholesalers, meaning we research a cost-effective enterprise internet service for your business, not matter the size. Giving you the best price and service available.
Having a Hosted Exchange Server in one of our data centres, allows us to manage all your business' email requirements and complete it in minimal time. The Cloud, it’s exactly where email should be.
vCloud Hosting has the dedicated professional hosting solution for you. We want to provide you a hosting platform that you have complete control over… and one that doesnt break your budget.
Search engines drive customers to the products, services and/or solutions you advertise and promote on your company's website. Let our expert team help bring your company's SEO to speed.
Over 10 years of experience in managing, supporting and automating I.T services within the law industry, let us manage your Law Firm Management system too. Whether it be in the cloud or on premises.
Want to work with no limitations? Arrange a 30-minute discussion with one of our senior cloud network architects to talk about our ‘work from anywhere, on any device’ solutions and how they work.
Are you worried about your business interruption strategy? Do you need help in creating a solution? Let us come in and discuss and strategise our 99% fail-safe solution to gear your business to the next level.
It is important to stop spam before it reaches your email inbox. With our cloud based spam prevention solutions you will be able to safely scroll through your emails without worrying about what is or is not malicous emails.
Have you been at the mercy of ransomware? Do not let malicious hackers take over how you browse the internet. With our website inteligent threat protection you are safe knowing you can browse the internet safely and securely.
Email: info@vcloudgroup.net Phone: 1800 825 683
With our global managed help desk at your disposal, we not only can just pick up the slack to ensure your client’s issues are responded to in a timely manner. But we can take over your entire help desk so you can go back to what you’re doing best … finding new clients or working with existing ones.
We streamline your ticketing system, work with all RMM tools and even embed your business into our phone system, so we answer and make calls on your behalf, you even have your own music on hold.
Technical Support being at the forefront of our business. Without it, how we manage your business’s IT systems is paramount.
Utilising the best engineers, software solutions and of course the cloud, we make managing your support issue and requests a breeze. Ohh and if it is fixed in under 5 minutes … IT’S FREE!
Having a phone system for your business important, but managing your help desk means, we need to take calls for support tickets on your behalf.
By using the latest SIP and VoIP platform we created a global phone system with mulitple incoming call routes, so when someone calls your dedicated number, we answer as you.
All our support engineers have a dedicated virtual desktop, configured with a user profile for your company, with all software and settings.
This separates your password database, your access to your own ticketing system, and it means if you need to assist us, you connect on your own profile to assist us.
By having access to our own online agency, we have been working for over 10 years, with over 100 engineers in every part of the world.
This gives us access to different areas of IT that may need specific attention. All engineers also work in all timezones were needed to meet specific job migration requirements.
The cloud has allowed us in a way to work together much closer. With the affects of COVID-19 we learnt that working in the cloud as engineers … is the new IT.
All engineers have been working with vCloud a minimum of 6-12 months, we start off all engineers on a temporary basis and work on a per project basis until we understand how they work and what our job requirments are. Then we have them as part of our team to work on on-going projects with the agency.
All help desk and technical support staff work on a full-time basis exclusively for the vCloud Group. We do this so when your clients call for technical support, they are always talking to the same people who know their systems, not just a contractor answering calls.
We cover all area’s of I.T., from technical support to some very complex system to email migrations.
As we have moved to more a global cloud computing service provider, having a Global IT Support Network, that can assist with all your I.T. requirements, no matter the area of business or the location, became a critical part of vCloud’s future growth.
With I.T. support and management of your computer network and infrastructure being our objective and prime focus, maintaining your information system is not only important to us but also at the forefront of our business.
As much as we are everything cloud computing, we acknowledge that being a leader in support services is equally as important. We provide support services to any business no matter the size or geographical location around the world.
With so many ways we can do technical support, ie: phone, email or livechat, we still choose to do phone support. While other IT companies are trying to trim support by moving support over to email and livechat only … we rather pick up the phone and call customers to fix their support issues.
With four (4) different tiers of support:
Level 1/2 help desk technical support is available 24/7, Level 3/4 is available by appointment only or on mission-critical support issues.
We will have a support engineer to work on your support issues, within your timezone, so you do need to worry about being up at different times, or be concerned about work outside your business hours. We will always be a phone call away if you need help.
At the heart of the vCloud Group team is a hidden team, the software, and web development teams. This team manages the smarts behind vCloud Group.
From time to time we look for software and web solution online, that don’t really meet our requirements, or it does 80% of what we are looking for, and 20% we find is the most important feature are missing. In these situations, we end up developing our own system.
When we came to look for a specialised ticketing system that could meet our requirements, we simply couldn’t find one. Our ticketing system has been developed for over 8 years and is in the middle of a full redevelopment.
To take this further, we are now developing this system to support multi-MSP supported. It will be one ticketing platform for all support tickets and issue management. It will come with full integration to email, SMS, live notifications, and white-labeling.
This is a new feature of the vCloud Support Help Desk, and will be coming in quarter two of 2023 and will be customisable and able to be white labeled with your colours and logos.
As part of doing all your support work, we also allocate telephone and virtual desktop resources to your business.
Our VoIP phone system is globally based, we allocate you a telephone number so you can forward support calls. We make phone calls to call your clients back or follow up, they will see this dedicated number come up on their phones. We can set up your IVR in our system, so when your customers press one (1) for support on your phone system after the call is forwarded, the same prompt plays on our phone system, making the integration and forwarding seamless.
All engineers that work on the vCloud Support Help Desk are allocated a virtual desktop. On this virtual desktop, we set up a profile for just your company. All access to email, software, your RMM tool, password database, SharePoint, and OneDrive folders are all configured in this profile.
When there are technical support issues that are unique to your customers, you can even remote into this profile to assist us and troubleshoot.
With all our help desk services, all you pay is hourly for Adhoc technical support or a fixed rate … and everything else is included.
What you get with our help desk service:
You can hand over some, or all clients to us, we work with your team to fine-tune how you work with your clients to ensure the way you do things is done the same by us. Giving you the freedom to concentrate on building your business, while we take care of the everyday support issues.
All RMM Tools are different, but they all do one thing in common. They are all great at monitoring the management of your information systems for your customers, but they can do far more than that, RMM is also about automation.
Our theory is, if we need to do something more than once or twice, then we just automate it. Building automation helps streamline the execution of support issues, and also ensures tasks are executed the same way every time.
What we do with automation in your RMM is we can add:
Being good at using these RMM tools is really one of our focus points. If we can build automation for you in the tools you pay for, in hindsight, we are saving you money on what you need to spend with vCloud Support to do these tasks manually.
Do you have services missing from your services portfolio?
Let us help you, we don’t want you to resell our services, we will set it all up for you, from finding the right vendors to setting up the services for your customer so you can bill directly and make all the money.
Services like:
We are not interested in eating into your profits to make money, we would rather help you set up the solutions so you can resell directly to your client base. If you would like us to continue setting up your clients with these services through your own solutions we are happy to and just charge you to set them up on a per-project basis.
Testing and using RMM tools comes hand in hand with running a managed help desk. Using these tools for over 12 years we have worked on all these RMM tools and more.
Here are some testimonials from IT providers and MSPs who we have been working with.
Book a time to talk further.
Check and create an appointment time, for us to discuss with you our cloud solutions.
Want to organise your migration with vCloud?
Great! Simply fill out our online contact form below and one of our specialists will be in touch.
help.desk@vcausupport.com
+61 3 9132 4400
