As a Telstra Business and Enterprise Partner our job is to optimise your business with the very best Telstra has to offer for hardware, plans and pricing. Calibre One’s Telstra Managed Services Helpdesk staff have direct access into Telstra systems allowing us to support, manage, provision and procure Telstra products and solutions on your behalf.
We provide you with a comprehensive Helpdesk ticketing system, allowing you to keep track of all requests and giving visibility over current and previous tickets. By leveraging our specialist knowledge, you gain both time and cost savings. This allows you to get on with your core business confident in the knowledge you have the best support, solutions and pricing in place.
Why Managed Telstra Helpdesk?
With Calibre One assisting you with day to day management of telecommunications services such as mobiles, fixed lines and broadband within your business, we can:- Optimise your account to ensure you have access to the latest and best pricing offers available from Telstra and their Vendor Partners.
- Simplify your support by providing a single point of contact to a team based in Australia who have an opportunity to get to know you, understand your business and assist your staff.
- Provide solutions for staff who travel to give them the ability to roam freely without the worry of high international roaming costs.
- Assistance with general billing queries and account issues as well as the negotiation of credits and payment extensions when required.
- Provide service level priorities to ensure that when you need support we can respond quickly and get your mission critical services operational faster.
Calibre One’s Telstra Managed Services Helpdesk is a pay as you go, non-contracted service.
Services and Pricing
Included Services for Mobile
| Included Services for Mobile | This includes Telstra voice services, mobile broadband, Mobile Satellite, M2M and mobile hardware purchased through Telstra |
|---|---|
| SIM card Management and End User support | • Provide assistance with mobile service modifications through Helpdesk; such as voicemail, service diversions and service barring • Provide International roaming recommendations and assistance with applying the requested international packs • Process disconnection of existing services and early termination calculations if applicable • Provide spare SIM cards for quick activation of future requests • Complete SIM replacements for mobile service numbers on request • Provide SIM card PIN and PUK codes for all SIM replacements to keep on record |
| Fault and Warranty replacement management | • Troubleshoot fault to determine the cause • Provide replacement SIM • Log and escalate mobile faults where required • Organise faulty hardware replacements and warranty returns |
| Shipping and Freight | • Provide direct freight shipping of mobile, mobile tablet, mobile broadband and associated accessories free of charge to the customer specified address |
Included Services for Fixed Lines
| Included Services for Fixed Lines | Includes PSTN/NBN Voice, ISDN2, ISDN10/20/30, Inbound, Business SIP |
|---|---|
| Manage All4Biz Tech Fund balance and claims | • Generate All4biz claims for hardware and Telstra services to be redeemed from the tech fund • Provide All4Biz tech fund balance upon request • Provide All4biz contract details upon request |
| Site address orders and Telstra pricing recommendations | • Provide recommendations of available products and pricing at requested site address for fixed line services • Process new service activation orders for requested addresses (including NBN migrations and new connections) • Organise the transfer of fixed line services from other providers |
| Fault Assistance | • Provide assistance with fault logging and fault escalations within Telstra, • Arrange service redirections where required |
| Service Modifications | • Adds/Changes/Moves/Disconnects of existing services • Organise existing service relocation orders to new addresses • Provide site action plans for requested orders and changes |
| Calibre One onsite engineer support | • Provide onsite technical support by a Calibre One technician (at a negotiated hourly rate) |
Included Services for Fixed Data & IP
| Included Services for Fixed Data & IP | Telstra ConnectIP, BusinessIP, TID, IPVAS, MIG, MDN/MNS, SIP Connect, TBS SIP Connect, TIPT |
|---|---|
| New service requests and Telstra plans and pricing recommendations | • Provide recommendations on available products and pricing at requested site address or Networks • Provide information and assistance to enable the processing of orders • Order Processing and Order Management |
| Fault Assistance | • Provide assistance with logging a services through Telstra directly • Assist with fault escalation • Arrange service redirections |
| Service Modifications | • Adds/Changes/Moves/Disconnects of existing services • Process service relocation orders and manage relocation requests • Provide assistance with changing speeds and or data allowances for existing services |
| Calibre One onsite engineer support | • Provide onsite technical support by a Calibre One technician (at a negotiated hourly rate) |
Included Services for Fixed Broadband
| Included Services for Fixed Broadband | Telstra Business Broadband; ADSL and NBN |
|---|---|
| New service requests and Telstra plans and pricing recommendations | • Provide recommendations of available products and pricing at requested site address for ADSL and NBN Services • Provide assistance with the order processing for Internet transfers from another carrier to Telstra for both ADSL and NBN services • Process internet service relocation orders • Provide assistance with changing speeds and or data allowances for existing Internet services • Process Telstra Business Broadband ADSL to NBN internet migration orders |
| Fault Assistance | • Provide assistance with logging a fault for an internet service through Telstra directly • Assist with fault escalation |
| Calibre One onsite engineer support | • Provide onsite technical support by a Calibre One technician (at a negotiated hourly rate) |
Coverage Details
| Severity Level | Coverage | Coverage Period |
|---|---|---|
| Severity Level 1 | Fault management and assistance, and service disconnection requests. | Monday to Friday 8am – 5pm 2 Hours |
| Severity Level 2 | New service requests & Telstra plan changes, pricing advice, end user support, product advice, transfer of ownership requests, mobile SIM replacements, PIN & PUK codes, barring, diversions, call forwarding, international roaming packs. | Monday to Friday 8am – 5pm 4 Hours |
| Severity Level 3 | Manage All4Biz technology fund balances and claims, hardware procurement, Service availability checks, service relocation requests. | Monday to Friday 8am – 5pm 8 Hours |
Pricing
| Service Type | Cost |
|---|---|
| Mobile, Fixed Lines & SIP Trunks Services | $3 Per Service |
| Fixed Broadband Services | $5 Per Service |
| Data & IP Services | $10 Per Service |