Rosh-Tech IT service FAQs

Rosh-Tech IT service FAQs

Below is a list of some Rosh-Tech IT service FAQs.


Q: What is the helpdesk number?

A: 1300 666 040 option 1


Q Can I email a support request?

A: Yes and you will receive a receipt straight back.


For this to work your name needs to be entered into our system as a contact so please call us if you want to check.


Q: What does the helpdesk do?

A: The helpdesk provides call logging, remote support and escalation to your primary technician when required. The helpdesk also coordinates all our technicians’ schedules.


Q: What are your working hours?

A: Our technicians’ normal working hours are Mon-Fri between 8am and 6pm. Also our office and helpdesk lines are manned Mon-Fri between 8:30am to 5pm


Q: Do you charge extra for work outside of normal hours?

A: we charge double time for work outside of the above normal working hours.


Q: I have a 7 day business that works late. Can I get support?

A: Yes. Please let us know so that we can make arrangements for you to have access to our 24×7 support. You will receive a PIN number so you can access our 24×7 support line.


Q: What’s the arrangement for parking?

A: Rosh-Tech IT will always attempt to use free parking as close as possible to your premises. If free parking is not available we will ask you for the least cost/preferred method of paid parking close by. Any parking expenses will be added to the customer’s bill.


Q: How do your block hours work?

A: A block of hours (20 or 50) is kept in your account and the hours never expire. The hours are used when required for regular proactive maintenance, onsite support, helpdesk support or projects. Every month you will receive an hours-only statement which details hours purchased, used during the month and how many remain in your plan. When your block of hours runs low, we automatically put another one of equal value in place to avoid any labour being charged out at our higher ad-hoc rates.


Q: Do you support Apple?

A: these days iPhones and iPads are everywhere so our technicans are used to integrating them into our customers’ networks. When it comes to Macbooks and Apple computers, we don’t always have skillsets inhouse deep enough but we have IT partners that we engage to get you an awesome result.

Bank payment fraud

Organisations are at risk of falling prey to a very clever bank payment fraud scam that takes advantage of a compromised email system.


The fraudster will get control of one of your suppliers’ computers and monitor the email traffic for some time. Once they have established a pattern, they can send you an email advising you to transfer future payments to a new bank account. This is a key elemnt of the bank payment fraud. They are able to get control of the computer by a number of means: malware, phishing or even insider information.


You would naturally change the bank account payment details and process future payments, not realizing that the money is being transferred to the fraudster’s account. The bank is normally in Hong Kong. From there the money is usually quickly transferred to another bank in another country. Retrieving the funds is very difficult as you need to deal with courts and banks in foreign countries. Timing is critical.


What to do?

       Call every supplier that requests a change to their banking details and confirm

       Install business grade antivirus and antimalware software on every computer

       Alert all accounts staff to these kinds of frauds so they are aware of the risks. Read this example.

Internet link failover with 4G

Internet failover using 4G


Does your business have mission critical internet links? If so, what is your plan if there is an outage?

Rosh-Tech IT provides an Internet failover using 4G option for all customers starting from $15 per month!

The primary link can be any type…

–       EFM

–       ADSL

–       NBN

–       Fixed wireless


The secondary (failover) link will be a 4G dongle configured in an active-passive state.

If the primary link goes down then the secondary link comes online quickly. With typical 4G link speeds of 40/10mbps the performance of the failover link is excellent.


The two main options for the 4G dongle are listed below…


  • $15 per month for 2GB data
  • $10 per 1GB top-ups
  • month to month
  • Can upgrade and downgrade as required
  • eg: $50 for 25GB
  • Good coverage most areas
  • Huawei E3372 4G modem $19 once off


  • $15 per month for 1GB data
  • $10 per 1GB top-ups
  • 2 year contract
  • Good coverage most areas
  • Huawei E8372 4G modem included


Note: if/when the 4G failover link is required, the data caps and charges may become an issue. The 1GB or 2GB caps above are acceptable for small outages. Both Optus and Telstra charge $10 per 1GB for excess data. That means that if you function on failover for a few days and chew through 50GB of data then the excess data charge would be 50 x $10 = $500.


The Telstra deal is a 2 year contract so there is no flexibility with the arrangement. The Optus deal is month to month so if a sustained outage is occurring you can upgrade to a high value plan and keep your costs down. In the above scenario, Optus has a 50GB plan for $70….significantly less than $500.


The above scenario is unlikely but it is worth considering the options with respect to excess data.


If you have any questions about your Internet links or if you can implement failover please contact us.

Exchange Server 2007 is going end of life

On 11th April 11 2017, Exchange Server 2007 will reach End of Life.


What does End of Life mean?


Exchange Server, like almost all Microsoft products, has a support lifecycle (10 years) during which new features, bug fixes, security fixes, and so on are provided.


From 11th April 2017, Microsoft will no longer provide:


  • Technical support for problems that may occur;
  • Bug fixes for issues that are discovered and that may impact the stability and usability of the server;
  • Security fixes for vulnerabilities that are discovered and that may make the server vulnerable to security breaches;
  • Time zone updates.


Exchange 2007 will continue to run after this date. However, because of the changes listed above, we strongly recommend that you migrate from Exchange 2007 as soon as possible.

Website backups

Is your website backed up?


What would happen tomorrow if your website was hacked, deleted or your web host was no longer in business?


These three scenarios are real, and can result in disaster if there is no backup.


Not many businesses consider this question but it is relevant and applies to a critical part of your business: your website.


Q: Why backup your website?

A: You have invested a lot of money in setting up your website and most likely, the only copy of it is sitting on the web server. If you are adding blogs and posts and keeping it up to date then there is also your time invested in the site.


Backing the website up is simple and should be set to occur automatically every week to an offsite storage location. The recovery process should also be tested twice a year.


The three options for a backup and recovery solution for your website include:

       Contact your web support provider and ask them to initiate an offsite backup/recovery solution

       Contact your web hosting provider and ask them to initiate an offsite backup/recovery solution

       Contact Rosh-Tech IT

How can I improve my backup?

How can I improve my backup?

The best single improvement you can make to your organisation’s business continuity plan is to perform regular recovery testing. The answer to the question “How can I improve my backup” comes from a common sense approach to testing and then improving the recovery procedure.


The only way to know for sure how reliable your backup is, is to do a full test of the recovery procedure.


This will provide answers to these three critical questions…


(i)             Was the recovery of the systems successful?

(ii)            How long did it take to recover?

(iii)           Did the systems come back with full data integrity?


The above procedure is not difficult and is a simple planned exercise recommended to all small businesses. This procedure should be run on all systems, regardless of where they are hosted.


Talk to a Rosh-Tech IT representative for more information on recovery testing.

IT Staffing – another option.

Additional IT resources

If your business is reaching a stage where you are considering employing a full time IT support officer or need additional resources for holiday leave, then consider outsourcing the role.

The benefits of bringing in an outsourced IT officer include:

– Risk: The recruitment process is shortcut and takes far less time with less risk involved

– Cost: The recruitment process is much less expensive

– Team: The resource is part of a larger services team at Rosh-Tech IT with escalation paths

– Cost: The cost is managed on an invoice rather than as a PAYG + payroll tax

– Cost: The ongoing cost is the same as managing them inhouse

– Flexibility: a resource can be brought in for a short, medium or long tem engagement

Bringing in a part or full-time IT officer from Rosh-Tech IT can really make sense as a viable alternative to directly employing an unknown quantity.

Turn off the Office notifications in Windows 10

Those annoying messages about your Office software!


Does this happen to you…..Every single time that I open a file in an Office program, I get a message that updates are available for Office. It provides an “Update Now” button.

To stop the annoying message from appearing you simply need to turn off the app that is sending the messages to your screen.

Turn off the Get Office Ads

To disable these ads, apply the following steps on your computer.

Open the Start menu and select Settings.



Select the System icon in the Settings window that appears.


Select the “Notifications & actions” category at the left side of the window.


Scroll down in the list of notification settings. Under “Show notifications from these apps,” you’ll see a list of apps with permissions to display notifications. Locate the “Get Office” app and slide it to “Off.”


It’s that simple!

Rosh-Tech IT provides Office 365 solutions to customers in Brisbane, Gold Coast, Lismore, Ballina, Byron Bay, Mullumbimby, Alstonville and Murwillumbah.


Other questions frequently asked:


How do I stop the Windows 10 notification?
Launch Control Panel, go to Programs and then click or tap on View installed updates. In the Installed Updates window, look for the KB3035583 update. You can either scroll down until you see it, or you can use the Search field from the top right corner of the window.
How do I stop Microsoft Office updates?
Click “Windows Update” and then click the “Change Settings” link. Uncheck the check box next to “Give me updates for Microsoft products and check for new optional Microsoft software when I update Windows” to stop Microsoft Office updates. Click “OK” when asked if you want to opt out and no longer receive updates.
How do you update Office 365?

To make sure your version is up to date, use the following steps. Open any Office application and choose File > Account. (If you’re using Outlook, choose File > Office Account.) Under Product Information, choose Update Options > Update Now to make sure you have the latest version before upgrading to Office 2016.

Where is your domain and website hosted?

Where is your domain and website hosted?

Every small business will have at least one domain name and one website.

But where is your domain name and website hosted?

Your domain name will be hosted with a company that you pay an annual fee to for the service. Sometimes your domains might be located at different providers making it difficult to understand where they are and when they are due for renewal.
How much should you be paying per year?
A: Around $40 per year.

Multiple domains and websites?

If your organisation has multiple domains and websites then you should host them all on the same platform with a single provider. This will make tracking and renewal of the domains much simpler. You should also get a much better deal on the hosting arrnagements as many providers have sweet deals on hosting multiple websites.

You should aim to get all your domain names hosted with a single provider that you can talk to and understand the arrangement. After all, your domain name is critical to your business success as your website and emails reply on it.
Your website will be hosted by the same or a different company. Again it is important that you understand where they are hosted (the company should be reputable and provide a fast reponsive website experience) and that you aren’t paying too much for the hosting service.
Q: How much should you be paying per year?
A: $120 for one website, $200 for unlimited websites
Services that your web provider need to be able to offer:
– Domain hosting
– Website hosting
– SSL certificates
– SEO/SEM advice
– Website backups
– Website creation/migration
Rosh-Tech IT provides a full suite of web services to small businesses.