Need Tech Support?

Question 1

What are your IT response times?

Answer

We have very well defined service level agreements. 97% of urgent issues are responded to in less than one hour. Most other non-urgent tickets are responded to within the day.

Question 2

Can your IT create a custom offering for my business?

Answer

Yes. All organisations are unique. While many of our offerings are standardised for efficiency, almost all of our customers have bespoke elements to their IT support, unique to their needs.

Question 3

What if we already have internal technical support staff?

Answer

Almost all of our larger customers do have internal IT. Many internal IT Managers and support staff are highly skilled, yet generalist in their skillset. They need to have a working knowledge of all the moving parts in their organisation. Nerdcore Computers have specialist trained and certified staff who focus solely on areas such as cybersecurity, networking, public and hybrid cloud infrastructure and unified communications. We augment internal IT resources by providing best in class service around specialist requirements in several organisations. It is also highly cost effective to outsource such specialist services when they are needed as opposed to paying for specialist resources full time.

Question 4

Are there services you don’t offer?

Answer

Answer: For now we do not offer any techical support for companies with over 150 computers. We apologise for any inconvenience, but please stay focued because we are working on it! Also, Nerdcore Computer engineers aren’t equipped to carry out electrical work or affix electircal devices to walls or doors. If you require this sort of stuff, we recommend asking a trademans to help out here. We do offer electrical services and network installation service which is done through one of our preferred suppliers – please see our services for more information which is on our home page or ring our office.

Question 5

What if I really don’t know what the problem is?

Answer

Answer: Not to worry an this is totally okay. We will come to you, assess an review your internal computers and hopefully recommend a few solutions for you to choose from and making the right choice with the advice our techs give to you.

Question 6

Do you provide services in my area?

Answer

Answer: We provide services area Victoria Melbourne, we have technicians all over Australia so we can cover pretty much all or most of metro areas and nearby surrounding areas. Please feel free to contact us on 1300637326

Question 7

Do you sell software?

Answer

Answer : Our engineers carry most common parts an software so yes we sell and carry a range of selected software brands at competitive prices. You can purchase these from us we can also order any software that you are after, or we are also happy to install and support most software purchased from your preferred retailer like Microsoft or Apple.

Question 8

Do you sell New Computers?

Answer

Answer Yes. We sell and stock complete new PC computers including laptops and desktops networking devices at a very competitive price. You can purchase these from us we can also order any computer or accessory that you have been wanting to buy. We are also happy to install and support hardware purchased from your preferred retailer. Please note that while we can support and repair all Apple products we do not sell them we only sell computer based hardware.

Question 9

Do you offer computer training?

Answer

Answer While we don’t offer formal training courses, we do help you learn more about using almost anything related to computers, gadgets and technology. You tell us something you’d love to be able to do, and we’ll come to your work or home and show you how.

Question 10

How do I pay for the work done by your engineers?

Answer

For your convenience, speed and safety, we will accept all credit cards including VISA, MASTERCARD, amex and Diners American Express as well as cash out of your pocket, cheque and direct bank transfer. Everytime work is completed you are required to pay upfront for the delivery of goods and services - we cant offer any terms. There is no charge for the initial phone assessment of your requirements an we can spend up to 15 minutes advicing you.

Question 11

What can I expect of the technician who comes to my company?

Answer

Answer: nerdcore Engineers can identify themselves as a member of Nerdcore Computers Service team on the arrival by giving you a business card. They will start by running through a few questions to work out a few options and let you choose the solution that best suits your needs and budget. You’ll find Nerdcore Computer technicians friendly, professional and polite. An most of the time they are in an out without you noticing it.

Question 12

What do I need to know before I have a Professional Nerdcore Engineer visit my home?

Answer

Answer: An adult (18 years or older) needs to be around the whole time that the Nerdcore Engineer is at work. We have to to have access to your computers or network and a must be able to work in a half decent size room to fix any issues work. You must also be contactable by phone to answer any question about what your situation is.

Question 13

What about protecting the data on my PC or MAC?

Answer

Answer: If we do any kind work on any computers which involves some risk of losing data. Because there is no way to know how your data is protection, please take our advice back up all your information first before someone gets there. We also offer a full backup service if you need someone to help you. We also ask you to sign a disclaimer about data before e can start work because sometime virus can completely remove data and it impossible to get back.

Question 14

Why would I choose Nerdcore Computers Services

Answer

Answer: We offer fixed price quotes. We come to your company on the same day an offer this service 7 days a week, its fast response, expert technicians and a unique No Fix No Fee Guarantee as well as our leading 30-day work satisfaction Warranty! Plus, you get a specific appointment time we don’t charge any extra for same day service so you won’t be thinking werehave we gone to. We try to let you know were our technicians are so your not left thinking were are we.

Question 15

What devices do you cover?

Answer

Any technical device can be covered by our technical support, both physical and virtual as long as it is clearly articulated in the Master Services Agreement between both parties. Any device can be added at any time by agreement. Software is also supported by Nerdcore Computers however, it must be supported by the software vendor/developer to be covered under our service level agreement.

Question 16

What operating systems do you cover?

Answer

Windows, MacOS, iOS, Linux.

Question 17

Do I need maintenance?

Answer

Where infrastructure is owned by the client (either on premises or the cloud, physical or virtual) the answer is yes. Maintenance is critical for security reasons first and foremost and also ensures efficiency and the identification of any looming issues.

Question 18

How are managed IT services vs break/fix different?

Answer

Managed IT services are pro-active and designed to ensure maximum up-time. Break/fix is reactive and is often the reason we are brought into an organisation for the first time.

Question 19

What types of problems do you fix?

Answer

Often, when we first take on a client and after onboarding, we have a chance to really understand the intricacies of their network. We are yet to come across a technical issue that we have not been able to resolve, either by ourselves or by drawing on our national peer network.

Question 20

What products are covered by technical support?

Answer

Our technical support covers infrastructure maintenance, systems administration, backup and disaster recovery, all aspects of cybersecurity (including full SOC and SIEM service), helpdesk support, unified communications including telephony and internet services, It project management and implementation, cloud infrastructure (including private cloud) and break fix services when required.

Question 21

How does your IT monitor customer satisfaction?

Answer

After all interactions with Nerdcore Computers, customers are invited to rate our performance and provide feedback. This information is used to constantly tweak our customer service to ensure we maintain a highly competitive point of difference.

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