Merry Christmas and Happy New Year! (2017)

 In Client Newsletter



Hello Everyone!Wow, another year has flown past. We have all gotten a year older, a year wealthier and a year wiser (hopefully)!

I asked our Technical Team the other day why each year seems to be going faster than the last, and the answer was simply “Because each year is a smaller percentage of your overall life as you get older”.

A cheery thought, but finally a reasonable explanation!

A lot has happened in 2016, both in Australia and around the world, and by all accounts 2017 will be just as interesting, if not more interesting than 2016. We trust that for you the good outweighed any bad this year, and that 2017 is brilliant all around.

You might remember my question from last time: Have you thought about your FY2017 technology strategy and plan?

Did you get clarity on how you would like to leverage technology as a business enabler for next year? We would love to hear how you went with your planning process.

From all of the team here at Secure Access, I want to say thank you for your continued support. We wish you a Merry Christmas, a Happy New Year, and all the very best for 2017.

Scroll down to read our January 2017 Secure Access Update (Including Christmas & New Year days)

To take advantage of any of these products or services, please contact your Business Account Manager!

Christmas and New Year period opening days

It is that time of the year again where we give most of our team a well-deserved break.

This year we will have limited staffing from Thursday 22 December 2016 with a return to full staffing from Tuesday 3 January 2016.

During this time, we have a team available on the usual phone numbers and email addresses, including 24-hour after hours support, and we have an escalation process in place should additional resources be required to address more serious problems.

Our opening days are as follows:

  • Wednesday 21 December 2016 – Full Staffing
  • Thursday 22 December 2016 – Limited Staffing
  • Friday 23 December 2016 – Limited Staffing
  • Saturday 24 December 2016 – After Hours Support
  • Sunday 25 December 2016 – After Hours Support
  • Monday 26 December 2016 – After Hours Support
  • Tuesday 27 December 2016 – After Hours Support
  • Wednesday 28 December 2016 – Limited Staffing
  • Thursday 29 December 2016 – Limited Staffing
  • Friday 30 December 2016 – Limited Staffing
  • Saturday 31 December 2016 – After Hours Support
  • Sunday 1 January 2016 – After Hours Support
  • Monday 2 January 2016 – After Hours Support
  • Tuesday 3 January 2016 – Full Staffing


Government funding of up to $10,000 is available to Queensland businesses turning over $750k!

You might not be aware that the Queensland government is offering matching funds of up to $10,000 (excluding GST) to eligible businesses to engage business mentors, coaches, or an advisory board.

Have you considered better leveraging technology to improve your management processes and systems to increase productivity and efficiency, introduce new product processes or systems innovations, or increase turnover and sales?

Full details are available on the Queensland Government Business and Industry Portal.

To request an IT advisory services estimate to include in your grant application, contact your Business Account Manager today.


Keep telling us what you really think…no really!

We are pleased to be successfully achieving our service level targets more than 93% of the time on average for all of our customers.

However, we continue to work hard for you to enjoy consistently awesome customer service each and every time, and we feel it is important for you to take a few seconds to let us know how we are doing.

Whenever we complete your ticket, the confirmation email will include a simple one-click opportunity for you to rate us as ‘Awesome’, ‘Good’, ‘Average’, or ‘Needs Improvement’.

If we are not meeting your expectations, we will be back in contact with you inside one business day to find out why and to put it right.

We take awesome customer service very seriously!


Are you using your customer portal?

Did you know that you can submit tickets, check the status of tickets and add notes to tickets via your very own customer portal?

Running now for a few years, our “ConnectWise Portal” enables you do this this and much more, saving you time when you want to check ticket statuses.

You can access your customer portal via our website or by clicking here.

Please contact our Service Desk if you would like a run through of how to use the portal or if you need your company ID, username or password.


Have you trained your SPAM filter?

For those of us using the recently released Manage Protect version 2, we are certain you will have noticed the much improved SPAM filtering; we sure have!

But did you know that you can train the SPAM filter to remove those pesky few messages that slip through the filtering yourself?

Ask us for our ‘cheat sheet’ on how to do this today. We have seen many of our customers distribute them to their staff to quickly further reduce SPAM and improve productivity.

If you are fed up with SPAM and other email-borne threats, our Manage Protect Version 2 email and web filtering solutions might be the answer you are looking for. Contact your Business Account Manager today.


Service Level Agreements and Service Level Targets

The start of a brand new year is a perfect opportunity to update our collective knowledge about your agreement inclusions, exclusions, Service Level Agreement (for Secure IT 360! customers), and Service Level Targets (for Secure IT Casual & Block customers).

The agreements are accessible here, and we encourage you to have a read through; especially the appendices that summarise our service delivery process.

Granted it is pretty dry reading; we feel that it will help us all kick the year off with shared expectations and on the same page.




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