faq

Computer Support

How should our business communicate an issue?
It’s best whenever possible to have one designated communication person in your business who will coordinate all requests for IT support and communicate them to us. This is much more efficient than many requests coming from multiple staff members as it allows us to coordinate our response in the most timely manner. Click here to download our Crystal Clear procedure for reporting an issue to us.

Our internet and emails are down. What steps can I take to try and resolve this?
Turn off your modem, wait a few seconds, then switch it back on. If your company uses a Gateway device you will ONLY need to restart this device. Please refer to the laminated instruction sheet provided to you by Crystal Tec before doing this. If the issue is still not resolved, please firstly check with your ISP that all accounts are up to date. If the issue is still unresolved, log a support call to Crystal Tec: 02-6680 8883

I am an existing customer using a Mac. Can you do Mac repairs?
If you are having hardware issues with your Mac and it is still under warranty, it should be passed to your nearest Apple authorized warranty and service center in the first instance for testing and/or any repairs, or for replacement under warranty. For all other issues (networking issues, mixed PC/Mac networks, software installation and upgrades) call us!

I’m a new customer. What are the prerequisites for doing business with Crystal Tec?
We are network and Windows server specialists. We aim to serve businesses with networks of five or more computers in the Northern Rivers, NSW and Gold Coast, QLD areas (including the regional towns of Lismore, Ballina, Byron Bay, Murwillumbah, Tweed Heads and Coolangatta).

Where can I get more information about your Service Agreement and its benefits?
At Crystal Tec we understand that computer problems can cost you and your business valuable time, money and resources. We take a proactive approach to administration and protection of your business systems. By providing scheduled preventative maintenance, we optimize your IT investment, ensuring that you get the best results in terms of productivity, peace-of-mind and bottom line profit. Click here to request a copy of our Service Agreement or for an appointment with our Managing Director to discuss how a Service Agreement can support your business productivity.

I have a complaint about the service provided by Crystal Tec. What response can I expect?
We appreciate customer feedback of all kinds as it allows us to continuously improve our service. If you are unhappy about any aspect of our service, please send us your feedback. You can be assured of a response from our Managing Director within two days.

 Client Portal Login


Sign in to our Client portal to:

Submit a service request

Check status of a service request

View current & past invoices

 

Client Portal Login

 Remote Support

How Do I Enable Crystal Tec Remote Access?
You can download the TeamViewer Application here to enable remote access.

I’m a new customer. What are the prerequisites for doing business with Crystal Tec?
We are a Network and Windows Server specialists. We aim to serve businesses with networks of five or more computers in the Northern Rivers, NSW and Gold Coast, QLD areas (including the regional towns of Lismore, Ballina, Byron Bay, Murwillumbah, Tweed Heads and Coolangatta).

Remote Support

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Find out more about our services, clients, and support. We are always here to help you with your I.T needs.

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 Email

Our internet and emails are down. What steps can I take to try and resolve this?
Turn off your modem, wait a few seconds, then switch it back on. If your company uses a Gateway device you will ONLY need to restart this device. Please refer to the laminated instruction sheet provided to you by CrystalTec before doing this. If the issue is still not resolved, please firstly check with your ISP that all accounts are up to date. If the issue is still unresolved, log a support call to Crystal Tec: 02-6680 8883

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 Terms of Payment

What are Crystal Tec’s payment terms?
Our normal terms are 14 days from the invoice date. All service work has a 14 day warranty, providing no other work is performed on serviced item in that time.

How can I make a payment?
We accept cheque, cash and all major credit cards.

I want to pay an invoice by credit card. Are there any additional charges?
We charge an additional surcharge on Credit card payments
>Mastercard & Visa: 0.5%
>Amex: 2.75% .

 

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