Frequently asked questions

IT Support

Can you help me with my IT issues remotely?

Yes, we sure can. Our friendly and responsive helpdesk support team will be able to assist you without either of us leaving our desks! We have special tools in place to be able to access your machines remotely, which we do at a prearranged time with your approval. Our clients can log a helpdesk ticket via their very own Grassroots portal, or via email or phone. Once the ticket is logged, one of our friendly technicians will be in touch to arrange access to your machine so you can be back on track asap.

What is the differences between onsite IT Support and Remote IT Support?

An onsite IT Support service means that one of our skilled tech support engineers will give you a visit to personally check on the issue and amend it while on your physical site.

A remote IT Support service can be performed by our skilled tech support engineers from Brisbane, New Zealand or Clark either by instructing solutions through a phone call or by remote controlling your computer.

What if your IT Consultant cannot diagnose or solve the problem?

The benefit of having a highly skilled team of senior IT engineers with various specialities means that, even if your original IT consultant cannot solve the problem straight away, we have a process to handle escalations when more demanding problems need that bit extra TLC.

When can I call your IT help desk?

Our helpdesk team is available Monday through Friday (except holidays) from 6:00am to 6:00pm AEST.

We have Service Desk staff in Australia, New Zealand and The Philippines who work to their local timezones:
8.00am to 4.30pm - New Zealand Standard Time (GMT+12)
8.30am to 5.30pm - Australian Eastern Standard Time (GMT+10)
7.00am to 4.00pm - Philippines (GMT+8)

If you need assistance beyond our coverage hours, on-call services are available but additional charges do apply.

The great news is that you can also log tickets via your very own Support portal, or via email. Check our Support Centre for more details. 

What's the best way to get help for an IT issue?

The best way is to open a new ticket via the Grassroots Portal. Not sure how to use it yet? Have a look at this handy post for a video and instructions. 

You can also contact us via email and telephone. See the Support Centre on our website for more options.

Do you provide emergency after-hours support?

Yes. The Service Desk is available for emergency after-hours support via telephone only. Tickets opened by any other means will be actioned on the next business day. Please note that all after-hours support is billable at after-hours rates.

Are you going to ask me to reboot my computer?

Yes, probably! We know it's a bit of a cliche, but the fact is that a lot of computer issues can be fixed by rebooting. 

Managed IT Support Services

What does Managed IT Support mean?

Our definition of a Managed IT Support is a service delivered by a Managed Service Provider (MSP) to remotely manage its client’s IT infrastructure and/or end-user systems, typically on a proactive basis and under a subscription model.

Partnering with a Managed IT Support provider means that you’ll have a skilled IT helpdesk support team to back you up, combined with proactive management of your technology systems and IT strategy consultation.

Why should I outsource IT for my business?

Outsourcing your IT to a dedicated Managed Service Provider (MSP) means that your business stays up to date with the latest technology and remains competitive in today’s challenging business environment. Your business is able to have a team of IT experts on hand who are familiar with the ins and outs of your business without having to pay for in-house IT staff members (or worry about who covers their duties when they go on leave).  A support agreement with a fixed monthly cost simplifies your IT budget and, with your IT systems being proactively managed, IT emergencies are far less likely.

How do you charge for your IT support services?

We work with our clients based on a Managed Services Agreement, which is customised to the needs and size of your organisation and charged on a monthly basis. Most of the IT work that’s carried out will be covered under the flat monthly fee, which makes budgeting for IT services really simple. Special projects, work done outside our coverage hours (7am to 6pm) and products procured can be quoted on an ad-hoc basis as your business requires.

How much does Managed IT Support cost?

As a rule of thumb, Managed IT Support in Australia will cost between $90-150 per computer or user per month. You can read more about the cost breakdown in this blog post.

The Cloud

Does my business need to be on the Cloud?

We are big advocates of cloud technology and digital transformation in business, but we prioritise providing the right solutions that best fit your business goals and strategies first. To identify the right technology solutions for your business goals, we can perform an in-depth Business Process Review to assess and deliver the best options for you.

If you’re ready to talk about the benefits of moving your business to the cloud, feel free to reach out to us or book to schedule a quick chat with one of our consultants.

Is my data safe in the Cloud?

Your data is extremely safe in the cloud. Although unlikely, data can be lost and it often comes down to user error, whether it be an accidental deletion, data being overwritten or unwittingly allowing malicious action. We highly recommend having backup systems in place to avoid the heartache and cost involved in lost data. It's also extremely important to ensure a robust cybersecurity system is in place. We can advise on the most suitable data backup and cybersecurity systems for your business to keep your data safe.

What are the best products and services to keep my remote team productive and accountable?

We are big advocates for Microsoft Teams (and the suite of Office apps that integrate so beautifully with Teams). It plays a big role in our own organisation, especially in regard to helping our team’s collaboration and productivity. With our team located across three countries (Australia, NZ and the Philippines) we have experimented with many tools over the years and, hands down, Microsoft Teams has been the clear winner.

So, we are happy to recommend Microsoft Teams to our clients and support their implementation and use of Teams from a technical perspective, as well as through education, to ensure their whole organisation uses this powerful platform to its full potential. Read more resources on optimising your setup for remote work. 

How can your IT support help my remote team to collaborate in an easier way?

The best IT collaboration tools that we advise our clients to use are Office 365, MicrosoftTeams, Sharepoint and Cloud Services. We can manage the integration of these for your team and actually use them ourselves, so we have a lot of knowledge to share. 

Can I buy Office 365 or Microsoft 365 from you?

You sure can. As Microsoft Certified Professionals, we offer managed Office 365 and Microsoft 365 services for Business, Enterprise and Non-profit organisations. Visit our page to learn more about what a Managed Office 365 and Microsoft 365 service can bring to your business.


Why is Cybersecurity important for my business?

A strong cybersecurity stance is paramount in today’s world, given that cyber-attacks are becoming more sophisticated with each day and dealing with the fallout from an attack can be extremely costly to an organisation. A cybersecurity strategy is required not only for the protection and defence of your organisation, but also to action a successful response in the event of a breach. Read more about the best cybersecurity strategies for your business on our page

Is anti-virus software enough to keep my business cybersecure?

Cybersecurity is more than just having anti-virus software in place. To ensure you have the best cybersecurity measures in place in your organisation, read through this information on the Essential Eight Framework, as identified by the Australia Cyber Security Centre.

How much does Cybersecurity cost?

There are many components to consider as part of a cybersecurity strategy, including firewalls, endpoint security, email filtering, multi factor authentication, cyber insurance and cybersecurity training. The cost of a cybersecurity strategy will be impacted by your industry, company size, complexity of IT environment, compliance requirements, and sensitivity of data.

Grassroots IT

Where is Grassroots IT located?

Our head office is located in Brisbane, Australia. We have staff in Brisbane, Auckland and The Philippines, with a network of contractors and partners across Australia and New Zealand. You can find all of our contact information on our website.

Where can I learn more about Grassroots IT?

Our website is the best place to learn more about our people, values, and other ways that we can help. We are also active on LinkedIN and Facebook, and regularly share useful information via our Blog and Webinars

Ready to talk about how Grassroots IT can help create positive change in your business?