Premium Support Add On

Premium Support is an optional add on designed for customers who want the convenience of ongoing technical assistance without worrying about individual support charges.

When added to an eligible Online Tech protection plan, Premium Support provides unlimited remote support for covered devices, subject to our Fair Use Policy. Whether you need help with software issues, email problems, printer setup, troubleshooting, performance concerns, account configuration or general technology assistance, our team is available to help when you need it.

This add on is ideal for users who regularly require assistance, prefer predictable monthly costs, or simply want the peace of mind of knowing expert help is only a phone call away.

What's Included

• Unlimited remote support for covered devices*

• Priority support response

• Software troubleshooting and fault resolution

• Email setup and support

• Printer and peripheral support

• Microsoft 365 assistance

• Device configuration and setup assistance

• General technology advice and support

• Assistance with new device onboarding

• Ongoing access to experienced Australian technicians

Fair Use Policy

Premium Support is designed to provide ongoing assistance for normal day to day technical support requirements.

Most support requests are resolved within the first 30 minutes and are fully covered under the service. The first 30 minutes of remote support for each issue or support request is included at no additional charge. Where an issue requires extended troubleshooting, multiple support sessions, specialised project work or significant remediation, additional charges may apply or a separate quotation may be provided.

Premium Support is intended to provide convenient access to professional assistance for normal support requirements while ensuring a high level of service for all customers.

Examples of work that may fall outside the scope of Premium Support include:

• Data recovery services

• Hardware repairs

• Onsite services

• Large scale migrations

• Business infrastructure projects

• Operating system rebuilds

• Network redesigns

• Staff training and consulting

• Complex cyber security incident response

Where additional work is required, this will always be discussed and approved before any charges are incurred.

Who Is This Add On For?

Premium Support is ideal for home users, families, retirees, remote workers and small businesses who want access to professional technical assistance without the uncertainty of per session support charges.

It is particularly well suited to users who value convenience, want priority assistance when problems arise, and prefer having an experienced technician available whenever they need help.

Why Add Premium Support?

Technology issues rarely happen at convenient times. Whether it's an email that stops working, a printer that won't connect, software that won't open, or a device that simply isn't behaving as expected, Premium Support provides reassurance that help is available when you need it.

Rather than worrying about support costs every time an issue arises, Premium Support gives you ongoing access to experienced Australian technicians who can help keep your technology running smoothly.

Combined with an Online Tech protection plan, Premium Support delivers a complete solution that helps keep your technology secure, maintained, protected and fully supported.