Managed Services: General IT Helpdesk

General IT Helpdesk		Small	Medium	Large
Monthly Charge 12 month term
Monthly Charge		$350 per month per plan	$750 per month per plan	$1,250 per month per plan
Monthly Charge 12 month term or casual month to month
Standard Pack Cost
Standard Pack Cost with Netflix
Minimum Term
Entertainment Pack
What's Included		Service Summary Telstra’s General IT Helpdesk service is designed to remotely provide you with a level of general and reactive technical support and assistance across your agreed IT environment for a specific number of support hours per month (depending on your selected plan) on a “best effort” basis, including: support in relation to common devices used for business purposes (‘tools of trade’), such as PCs, printers & scanners, iOS & Android devices, and Network equipment support in relation to certain Internet & networks issues email user setup support business data storage assistance and support Telstra phone and VOIP systems support in relation to Telstra fixed business broadband and mobile services support in relation to Mobile, Laptop, Tablet, or peripheral setup & troubleshooting (iOS, Android & Windows) support in relation to business grade endpoint Anti-virus software Included number of Support Hours Support and assistance is only provided each month for the number of Support Hours included in your selected plan. Please note that to receive the General IT Help Desk service, you must have and maintain a Managed Microsoft 365 service with us. This cost is not included in the Monthly Charge for the General IT Help Desk.
What's Not Included		Items, issues and work not listed above as being included in the General IT Helpdesk, or any other item, issue or work not explicitly described in your agreement with us as being part of the General IT Helpdesk, are not included as part of the service. Examples of items, issues and work that are not included: Pro-active support or assistance Training of any kind, including as to how to operate or use any software functionality Supply and installation of hardware, applications or devices and installation, cabling, or any other underlying requirements, equipment or infrastructure installation are not included (this includes cabling or any other works requiring civil works and accreditations (electrical, plumbing etc)) Any support or assistance after your included number of Support Hours has been used On-site support or assistance Support for any unlicenced software or any software that tis not currently supported by the vendor Cloud hosting services including billing and cost optimisations, migrations, backup and recovery
Minimum Cost Standard Pack with Netflix Includes set up costs (with Self Install Kit option)	Casual month by month
Maximum Early Termination Charges (ETC)		Not applicable
Maximum Early Termination Charges (ETC) 12 month term
Maximum Early Termination Charges (ETC) 24 month term
Maximum Early Termination Charges (ETC) Casual month to month
Devices
Allowances
Number of Support Hours included in a plan		3 hours per month per plan	8 hours per month per plan	15 hours per month per plan
Minimum Monthly Cost (Incl GST)		$350	$750	$1,250

Small	Medium	Large
Monthly Charge
$350 per month per plan	$750 per month per plan	$1,250 per month per plan

What's Included?

Service Summary

Telstra’s General IT Helpdesk service is designed to remotely provide you with a level of general and reactive technical support and assistance across your agreed IT environment for a specific number of support hours per month (depending on your selected plan) on a “best effort” basis, including:

support in relation to common devices used for business purposes (‘tools of trade’), such as PCs, printers & scanners, iOS & Android devices, and Network equipment
support in relation to certain Internet & networks issues
email user setup support
business data storage assistance and support
Telstra phone and VOIP systems
support in relation to Telstra fixed business broadband and mobile services
support in relation to Mobile, Laptop, Tablet, or peripheral setup & troubleshooting (iOS, Android & Windows)
support in relation to business grade endpoint Anti-virus software

Included number of Support Hours

Support and assistance is only provided each month for the number of Support Hours included in your selected plan.

Please note that to receive the General IT Help Desk service, you must have and maintain a Managed Microsoft 365 service with us. This cost is not included in the Monthly Charge for the General IT Help Desk.

What's Not Included

Items, issues and work not listed above as being included in the General IT Helpdesk, or any other item, issue or work not explicitly described in your agreement with us as being part of the General IT Helpdesk, are not included as part of the service.

Examples of items, issues and work that are not included:

Pro-active support or assistance
Training of any kind, including as to how to operate or use any software functionality
Supply and installation of hardware, applications or devices and installation, cabling, or any other underlying requirements, equipment or infrastructure installation are not included (this includes cabling or any other works requiring civil works and accreditations (electrical, plumbing etc))
Any support or assistance after your included number of Support Hours has been used
On-site support or assistance
Support for any unlicenced software or any software that tis not currently supported by the vendor
Cloud hosting services including billing and cost optimisations, migrations, backup and recovery

Maximum Early Termination Charges (ETC)
Not applicable

Small	Medium	Large
Number of Support Hours included in a plan
3 hours per month per plan	8 hours per month per plan	15 hours per month per plan

Small	Medium	Large
Minimum Monthly Cost (Incl GST)
$350	$750	$1,250

Service Desk Availability		Business Support Hours
Monthly Charge 12 month term
Monthly Charge
Monthly Charge 12 month term or casual month to month
Standard Pack Cost
Standard Pack Cost with Netflix
Minimum Term
Entertainment Pack
What's Included		Support and assistance is provided by a Service Desk which is available Monday to Friday during the hours of 8:30am to 5pm (excluding public holidays).
What's Not Included
Minimum Cost Standard Pack with Netflix Includes set up costs (with Self Install Kit option)	Casual month by month
Maximum Early Termination Charges (ETC)
Maximum Early Termination Charges (ETC) 12 month term
Maximum Early Termination Charges (ETC) 24 month term
Maximum Early Termination Charges (ETC) Casual month to month
Devices
Allowances

Business Support Hours
What's Included?
Support and assistance is provided by a Service Desk which is available Monday to Friday during the hours of 8:30am to 5pm (excluding public holidays).

Information about the Service

Telstra’s General IT Helpdesk service is designed to remotely provide you with a level of general and reactive technical support and assistance across your agreed IT environment for a specific number of monthly Support Hours (depending on your selected plan) on a “best effort” basis.

Support and assistance is provided remotely by phone and/or email by a Service Desk, which is available during Business Support Hours (see above).

General IT Helpdesk is a month-to-month service.

Eligibility

You are eligible to order this service if:

you are a Telstra Business customer with an ABN; and
you have and maintain a Managed Microsoft 365 (MM365) service with us.

Information about pricing

The charges for your service depend on the plan you have chosen. You can select a Small, Medium or Large plan.

Refer to the Plan Cost tables above for the monthly service charges associated with the Small, Medium, and Large plans. All charges are monthly charges and are billed in advance.

Early termination charges are not applicable. You may cancel the service at any time by giving us at least 30 days’ notice in which case your service will terminate at the end of the relevant monthly billing cycle.

Bill Payment Charges

Direct Debit is our preferred payment method, you can set it up anytime at telstra.com/directdebit
We do not charge extra for electronic payments
You can request an email bill via My Telstra or through your TBTC Account Manager.
A paper bill can be issued for $2.20 per copy sent (some exemptions apply).

Understanding my bill

You’re billed in advance for the monthly service charge associated with your plan.

Need help? We're here for you

If you have questions about your offer, technical support or service. please contact your Account Manager.

Complaints or disputes

If you have a problem or complaint about your service, please contact your Account Manager or go to telstra.com/complaints where you'll find full contact details and information about how to resolve it.

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