Frequently asked questions
Ask us anything, we’re here to assist. If you can’t find an answer to your question here, please contact us.
Technology
We cover a large range of IT services, including:
- Remote telephone and onsite support
- Computer hardware repair and upgrades
- Software installation and configuration
- Network setup and maintenance
- Voice telephony services
- Data backup and recovery
- Website and server hosting
- Cybersecurity solutions
- Cloud computing and automation
- IT strategy and consultancy
Yes, we offer onsite support services throughout Australia, including rural locations. 99% of IT problems can be resolved remotely but if a problem is taking longer than 2 hours to resolve we will despatch a highly skilled IT technician to fix the problem at your office or home. Onsite support and travel time is charged per hour, and rates can vary by location and response time.
Our remote support response times are guaranteed at 2 hours for all high severity level support requests, during our business support hours of 8am to 8pm, Monday to Friday, excluding some Australian National Public Holidays. Emergency 24 hour support is available upon request.
Yes, our service is built upon Microsoft Office 365, and we take care of the migration. Office 365 is a very reliable and secure infrastructure which ensures your business operates optimally.
Yes, we can support Apple hardware, including Macs, iPhone and iPad. We understand that some clients have a personal preference for the hardware they work on. Most of our support software and support services can easily accommodate Apple hardware. The only exception is if you require Essentials 8 security. Under the E8 security module you’ll need to be able to login to the Microsoft Azure infrastructure and a Windows Professional operating system will be necessary.
We don’t access your private data unless you expressly grant permission. Our support does require administrative privileges to your computer system, however this is completely separate to your personal login, profile and email. We operate ethically and will never access your private information without your knowledge, unless you or the business owner has requested us to do so in writing via our ticketing system. We also don’t monitor internet activity and if you wish, we can lockdown remote support requests by invitation only.
Yes, we prioritise the security of all your computer hardware. At the basic support level, we include multi-factor authentication, antivirus software, data breach logging, remote monitoring, regular updates, firewall protection, and backup. Additionally for enterprise level protection, we can provide data encryption, security awareness training and testing, vulnerability assessments and Essential 8 Security Model implementation services.
Essentials 8 is a cybersecurity framework developed by the Australian Cyber Security Centre (ACSC). It consists of eight essential mitigation strategies designed to help organizations protect their systems against various cyber threats. The strategies are divided into three categories: prevention, limitation, and recovery. These include application whitelisting, patching applications and operating systems, restricting administrative privileges, multi-factor authentication, and regular backups, among others. Implementing these measures can significantly reduce the risk of cyberattacks and improve overall security posture.
Security and Privacy
Yes. ABL Technology’s systems utilise a secure server accessed via Microsoft Azure, which offers robust, enterprise-level security that ensures your business information is protected at all times. If you’d like more information you can find a link to our Privacy Policy document at the bottom of any page on our website or call us.
Yes. We utilise Microsoft Azure data centres located in Australia. All staff including overseas staff host a virtual desktop from the data centre located in Australia. No client data is sent overseas, including emails, scans and printed documents. Access to cloud resources are also located down to this virtual desktop.
Yes. Our IT Infrastructure has been locked down to Essentials 8 Maturity Level 2. The ASD’s Australian Cyber Security Centre (ACSC) provides a model of mitigation strategies for organisations to follow called the Essentials Eight Maturity Model. ABL Technology has implemented all the government’s recommended security best practices listed in E8 Maturity Level 2.
