Common Questions

No. Broadband is required because TechOnline runs most of the automated services overnight and your computer should remain connected to the Internet overnight. It is not practical to use a dial-up Internet connection in this way. In addition a dial-up connection is too slow and not reliable enough.

What are the benefits of broadband over dial-up Internet? (costs and features)

Quite simply – it generally costs less and delivers a far superior service.

You should compare the total cost of dial-up vs broadband. The costs include:

Monthly Cost	Dial-Up	Broadband	Savings
Internet service charge	$10 to $29	$35 to $59
Telephone line rental charge	$18 to $29	$0
Call charges*	$16 to $40	$0
Total per month	$44 to $98	$35 to $59	$9 to $39
Total per year	$528 to $1,176	$420 to $708	$108 to $468

* assuming call charges @ $0.20 each

4 calls per day = $16 per month and 10 calls per day = $40 per month

Note: There may be an up front cost to purchase a modem depending on the service provider and plan you select. There are many offers that include a free modem, but if you have to buy one it would typically cost $90 to $125.

Also, some ISPs are offering package deals with up to 4 months free from service charges. This makes broadband an even more cost-effective proposition.

Most importantly, a broadband Internet service is much, much faster – no more waiting for the information to come onto your screen, and no more waiting for downloads that take forever. And for even greater speed, ADSL2+ is now being introduced which offers a 10-fold increase in download speeds.

In addition, a broadband Internet service is much more convenient. Your computer is always connected to the Internet, so you don’t waste time dialling-up when you need information off the Internet or you want to use your email.

I want to use TechOnline, but I don’t have broadband. What can I do?

There are a wide range of Internet Service Providers (ISP) offering broadband services. A convenient way to see who they are and what they offer is to visit the Whirlpool website. Whirlpool provides a complete list of ISP’s with detailed information on the plans they offer. You can visit the Whirlpool website by clicking on this link. If in doubt, email TechOnline at info@techonline.com.au and we can advise you on your best options.

Will I be up for any extra charges by my Internet Service Provider (ISP) if I use the TechOnline service?

Typically, the TechOnline service will not result in any additional charges by your ISP, providing your monthly data allowance is no less than 400MB. To be sure, you should check with your ISP to find out what your monthly data allowance is, and how much it costs if you exceed this. There may be an issue with exceeding your monthly data allowance if your ISP charges for both downloading and uploading of data. To our knowledge, Telstra is the only ISP that charges for both downloading and uploading of data. If your ISP is Telstra, and your plan allows only a limited monthly data transfer, we suggest you upgrade your current plan for 1 month to allow for the initial setup of the TechOnline service (usually only an extra $10 charge for that month). You can then revert back to your normal plan after the initial setup is completed. You may have to give Telstra a few days notice of this change which, at this time, is free of charge and can be completed on-line at www.bigpond.com/mybigpond/default.asp

If you choose one of the PC*Backup Plus options (2 GB or 4 GB), there may be a need to temporarily move to a plan with a larger monthly data allowance, to allow for the initial backup. This will depend on your ISP and the broadband plan you are on, and TechOnline can advise you on this.

3. Computers/Networks Supported

TechOnline supports Microsoft Windows 2000 and XP operating systems. Does it support Windows 98?

No. TechOnline does not support older Windows operating systems as they are not secure enough for use in business. Quite simply, older versions of Windows operating system would not allow TechOnline to deliver its services to you. In addition, the support available from Microsoft for these older Windows systems is either limited or not available.

What if I have 5 or more computers? Will TechOnline support me?

TechOnline supports both simple networks as well as server based networks with up to 15 computers (desktops, laptops and server). If you have 3 or more computers, please email support@techonline.com.au who will get back to you with a quote for your specific needs. Reduced pricing applies for multiple computers.

What network configurations are supported? And not supported?

TechOnline’s service is targeted towards small businesses with up to 15 computers connected to the Internet as either a single user, a simple workgroup network (without a server) or as part of a server based network. A server is a dedicated computer (not used by anyone) that serves other computers by centrally storing files and/or running server based applications (it may also be used as an email or print server). The diagram below shows the 3 typical arrangements used by small business and supported by TechOnline.

4. Software provided by TechOnline

Do I get to keep the software provided by TechOnline?

TechOnline is the licensee of all software it provides to subscribers, and as such any rights to the use of this software is dependent on being a current TechOnline subscriber. While you are a TechOnline subscriber, you are able to use this software in accordance with the vendors’ standard terms and conditions of use.

Is this software updated/upgraded at no charge?

Yes. As long as you continue to subscribe to TechOnline service, TechOnline will cover the cost of all updates and upgrades for the software originally provided by TechOnline. This could save you approximately $45 to $100+ per year.

Will the software interfere with my current computer operation?

No. On deployment of the TechOnline suite of software, we will ensure that your computer is running without problem. (Prior to deploying any software, TechOnline undertakes its own testing on different computer configurations to ensure that the software operates as expected.)

If I have more than one computer, do I need to purchase the software for each?

Yes. TechOnline’s service is deployed for a specific computer. And the software provided by TechOnline is exclusively for use on that computer.

I already have anti-virus software. Can I still use it?

Having anti-virus software is simply not enough. It will not protect your computer from Trojans/spyware and other malicious events. You will also need a firewall and regular maintenance of registries and management of Microsoft patches. Protecting your security from viruses is only one component of the PC*Secure service which is only one part of the overall service being offered by TechOnline.

With regards anti-virus software, you need to be sure that:

it is running properly
it is carrying out a scan of all your computer files weekly
that the virus definitions are up to date, and
you have actually checked it - not just relied on auto update.

TechOnline takes care of these activities, plus much more, for you on a daily and automated basis. TechOnline offers a comprehensive computer service covering security, support and data backup.

I already have a firewall. Do I need TechOnline’s service?

Again, a firewall is only one part of the security solution. And again you need to be sure that:

it is running
it is configured correctly and is up-to-date
you have tested it by trying to gain access to your computer from a remote site, and
you have protection against outgoing Trojans and have tested for this.

TechOnline takes care of these activities, plus much more, for you on a daily and automated basis. TechOnline offers a comprehensive computer service covering security, support and data backup.

How does your agent software work?

TechOnline utilises a remote administration framework for delivery of its services. In simple terms this involves a central management system (TechOnline Virtual System Administrator) which communicates with client software (TechOnline Agent) that is installed on your computer. The following is a more detailed description of these 2 main components:

The Agent - a small, unobtrusive software module that resides on each subscriber’s computer. It is responsible for managing the interaction between your computer and the VSA server, such as communicating system information and status and executing system management tasks and defined processes eg. virus scans, etc.

The Virtual System Administrator (VSA) Server – is a central server maintained by TechOnline to manage all of the installed Agents, maintain a history of each subscriber’s computer configuration, and execute the automated processes that make up the TechOnline service.

The remote administration framework provides a complete set of functionality to enable the management and protection of desktop and laptop computers, including:

Asset Management
Installation & Configuration of Applications
Help Desk
System Monitoring Reporting
Automated Process Management.

This is the same technology as used by larger organisations, such as banks and telecommunications companies, for managing large numbers of computer users that are spread across many geographic locations. The primary reason for using this type of technology is that it significantly cuts the cost of computer management through the use of automation and central management.

Does this put my system at risk?

No. This type of technology is well proven in large corporates, and is extremely robust and secure. The system used by TechOnline is provided by a USA based company that is a leader in the provision of remote desktop management solutions. It is currently in use at many locations throughout North America, Europe and Asia, with many thousands of computers being managed.

5. Security

How are my credit card details protected when I sign-up?

During the Sign up process, we require you to provide personal and credit card details. TechOnline has implemented best practice security processes to ensure these details are securely maintained at all times. These processes include:

Use of SSL on Sign-up Web Pages

Any information entered into the sign-up pages on our website is protected using “SSL” (Secure Sockets Layer). In simple terms this is a method of encrypting information so it can be safely transported over the Internet.

GeoTrust Security Technology

TechOnline uses GeoTrust because its "...authentication system is the most advanced in the industry, your customers and trading partners can be sure that QuickSSL web server certificates are only issued to fully authorized recipients". When using the TechOnline website with the GeoTrust certificate, you can be confident your information is secure.

Use of a Dedicated SSL Certificate

TechOnline uses a dedicated certificate issued by GeoTrust, whereas many companies use a shared security certificate. If you click on the GeoTrust seal on our sign-up web pages, you can see that the security certificate belongs exclusively to TechOnline.

No Credit Card Details Held on the TechOnline Web Server

As soon as your credit card details are received on our web server, they are immediately encrypted using PGP encryption technology, and sent to the TechOnline office. We do not hold any credit card details on the TechOnline web server.

Click here for more detailed information.

How is the information on my computer protected when TechOnline logs on to my computer?

As part of the standard set-up procedure, TechOnline will put in place, on your computer, a secure Windows administrator user account. All management activity by TechOnline that requires direct access to your computer is carried out via this account, and TechOnline is restricted from accessing the files and folders that you specify.

Can I protect my personal information such as credit card and banking details?

Yes. The security software provided by TechOnline includes the ability to protect important information such as credit card and bank account details, drivers licence, membership numbers, etc. from leaving the subscribers computer and being transferred over the Internet to unauthorised people. This is an increasing security threat for small businesses undertaking banking and other transactions online.

For more details click on the following link: http://www.securityfocus.com/news/7897

6. Help (help desk service)

What software is supported under the Help service?

Help is designed to resolve all your computer problems related to Microsoft’s Windows operating system (Windows 2000, Windows XP) and Microsoft’s Office Suite of products (Word, Excel, PowerPoint, Exchange, Outlook, Access, etc.).

How do I get help?

The Help service can be accessed by Subscribers anytime by any one of the following methods.

Self help process using automated problem identification software to solve hardware issues
On-line web chat for quick resolution of problems with a live technician
Telephone helpdesk support – speak with a live technician
Email support - response to a specific (non urgent) problem

Is there a time limit for a help session?

No. Once a Help session is initiated, all reasonable effort will be made to identify and resolve the problem, and in doing so a session may continue over a number of web chat, telephone or email interactions.

Can I get someone to show me how to do something?

Yes. The “Shared Computer Desktop” sessions provided as part of PC*Ensure allow one of our live technicians to share control of your computer to conduct a “how to” demonstration on your desktop. Every subscriber can access 2 of the “Shared Computer Desktop” sessions, and if you subscribe to PC*Ensure, you can access an unlimited number of “Shared Computer Desktop” sessions.

What if my computer will not connect to the Internet?

In this situation you will first need to contact your Internet Service Provider (ISP) and check the following:

is there a problem with their service, and
is your computer properly configured in accordance with the ISP’s requirements.

If you still cannot connect after carrying out these checks, you can use your Help service to help resolve the problem.

What if I need hardware replaced?

If you use the Help service and it is determined that some of your computer hardware needs replacement, you will be contacted and asked for your preference:

Would you like TechOnline to organise a field technician to make a site visit to carry out the hardware replacement. This service is carried out at prescribed rates that are highly competitive and you will be advised of the current rates at the time. In this case, the technician will be provided with your computer’s hardware and software details along with any diagnostic assessment resulting from the Help session, OR
Would you like to make your own arrangements for the hardware replacement.

All onsite visits are an additional charge to the monthly subcription cost and will be billed directly to subscribers by the service organisaton.

I have a person who I use for onsite computer advice/help. Can I still use them?

We strongly recommend using the Help service first, before arranging an onsite visit. Many problems can be successfully resolved using a remote service such as Help - saving you the cost of an onsite visit. This is available at no cost as a component of the PC*Ensure subscription.

If you still require an onsite technician, you can use the TechOnline onsite service or choose someone else.

There are many advantages to using the TechOnline onsite service are:

The prescribed rates are highly competitive.
The technician is provided with your computer’s hardware and software details along with any diagnostic assessment resulting from a Help session.
The technician will have detailed knowledge of the TechOnline software and services related to your computer.

With the benefit of the TechOnline approach, your onsite computer requirements should be dealt with quickly and professionally.

7. PC*Backup, Backup (backup of computer information)

Why is backing up the information on my computer important?

Backup of data and files is a crucial part of the daily operation of any computer. What’s it worth to your business if you lost the input of today’s numbers? Or last weeks or months emails and associated data and quotations?

All too often, people recognise the importance of backup the day after they suffer a critical event. Not uncommonly, this is the crashing or failure of their main computer disk which contains all of their data and critical business files – including accounting and customer information. Sometimes, some of the data can be reclaimed – but usually at a significant cost to the business. And other data will be lost forever.

I already backup my data. Do I need TechOnline’s service?

You need TechOnline’s Backup service, unless you can answer yes to all of the following questions:

Do you backup all of the information on your computer that is critical to the survival of your business?
Do you carry out a backup every day, so that you can recover from a problem that happens NOW?
Do you keep your backup information stored at a remote site, so that you can recover from a situation that causes damage to all equipment at your office location eg. fire or storm damage, etc.
Do you keep at least 5 versions of every file that is backed up in case the most recent version has been damaged or corrupted?
Do you keep a second copy of your backup information at another remote site to cover the possibility of loosing the main backup copy? Yes it can happen, and no large corporate is satisfied with just a single backup.
Do you regularly check that you can actually restore the backed-up information back onto your computer?

If you answered "no" to any of these questions then you need Backup, which is a component of the PC*Ensure subscription, or PC*Backup. The automated, daily backup of critical files will mean you never have to worry about taking those daily backups again.

How secure is the data I backup? Can TechOnline (or others) see it?

The security of your files and data is paramount which is why TechOnline has partnered with Telstra Corporation Ltd. The daily backup information from your computer, is transferred directly to Telstra's extremely secure Data Centres located in Melbourne and Sydney, and therefore your data never resides on TechOnline's systems. Both of Telstra's data centres are protected by the best industry practices for security that Telstra has implemented. In addition, your data is encrypted both in transmission and storage - to

prevent unauthorised access.

What encryption is used by TechOnline to protect my data?

Security of information is very important which is why TechOnline uses the latest 128-bit encryption technology for both transmission and storage of your data. This is the encryption used by most governments and financial institutions around the world. Without the encryption key, which is only provided to the subscriber, the data is of no value and no unauthorised access to your data is possible.

This same technology is in use by companies such as Bank of America, Deutsche Bank, Visa International, eBay, Hewlett-Packard, Cisco, EMC, AT&T, RSA Security, Unisys, Toyota, Boeing, etc. It is proven technology that is not only secure and robust but ideal for the needs of small business.

How much data backup do I need?

Backup is a component of the PC*Ensure subscription, and provides 500 MB of storage for the backup of critical files. This amount of storage should be adequate for those subscribers wishing only to backup their key files and data - eg. financial/accounting, customer history, major documents and presentations, etc. It is not sufficient to backup all your email and documents/files.

Backup has additonal subscription options that offers increased storage, and is available in two sizes:

2 GB (gigabytes) of backup – This is ideal for people who want to backup a substantial amount of documents (Word, Excel, PowerPoint, etc.), and a large amount of email that has accumulated over several years. Typically, if you have been using a computer for 3+ years, particularly for emails, contacts and diary, you will need 500MB to 800MB of storage, plus between 300MB to 700MB of additional storage for your documents (Word, Excel, PowerPoint, etc.). ie. on average between 800MB and 1,500MB is required.

4 GB of backup – This is sufficient to backup all your data and files which have been accumulated over a number of years. In addition to the base storage of documents and files (including email, contacts and calendar), subscribers who have many files with a heavy graphic and multi-media component, eg. engineers, architects, marketing consultants, etc. might find they need the additional storage capacity. TechOnline offers and recommends this 4 GB option for the heavy data user.

PC*Backup, the stand-alone service, also comes in 120 MB, 500 MB, 2 GB and 4 GB capacities.

Can I initiate a backup at any time?

Yes. You can initiate a backup anytime by simply running the program and selecting "Backup Now".

8. Service Delivery/Operations

How much daily involvement is needed by me if I subscribe for PC*Ensure?

Very little. Once the initial set-up has been completed, all services are managed automatically, daily and without your involvement. All that you will need to do is to check TechOnline’s “Security Centre” screen to see if any alerts have been posted for you and to take the recommended action (described by both pictures and words on TechOnline’s website).

As a result of monitoring your computers performance, TechOnline may identify behaviour that indicates a possible problem. In this situation TechOnline will advise you and provide all relevant information so that you can initiate a Help session to further analyse the situation. From time to time, you may be required to run an automated process to upgrade some of the TechOnline provided applications.

How do I see what automated processes have been run by TechOnline each day?

The TechOnline Security Centre provides a summary status report. It can be run at anytime and will show exactly what processes have been run and also any alerts indicating actions that might need to taken.

How do I view the TechOnline Security Centre?

The TechOnline Security Centre is simple to activate – just click on the icon located on the system tray at the bottom right hand corner of your screen.

What do I need to do if the Security Centre recommends an action?

TechOnline’s services have been designed for business owners and not computer technicians. If the Security Centre shows an alert, then all that is required is to click on the “Recommendation” button. You will be taken directly to TechOnline’s website, where clear instructions along with screen shots will guide you through any actions required.

Can I cease my subscription at any time?

Yes. TechOnline's services are provided on a month-by-month basis, so you can cease your subscription at any time. You benefit from the work already carried out by TechOnline to rectify security problems, and bring your computer up to secure standard.

I am unclear about some technical terms. How do I find out their meaning?

Take a look at TechOnline’s glossary by clicking on this link.

If a term is not covered in the glossary, send us an email support@techonline.com.au and we will get back to you.

If I want to contact TechOnline, what do I do? (billing, support, etc.)

You can always contact TechOnline via email or by phone. support@techonline.com.au for support problems OR

admin@techonline.com.au for billing or other administration problems OR

telephone on 03-9379-4360.

How does your referral program work?

TechOnline’s referral program is designed to reward our subscribers for recommending TechOnline to others. For every new subscriber that you directly refer to TechOnline, you will receive credit equivalent to the new subscriber's monthly contribution. Make sure you remember to get the person you refer to provide your Subscriber ID when they sign-up, so we can credit your account. For more details click here.

Does anyone from TechOnline ever come out on-site to visit me?

TechOnline’s service has been designed from the ground up to be delivered remotely and automatically, and there is no requirement for TechOnline to be on-site. TechOnline will arrange for occasional site visits in order to assess how we are performing, ways to improve our service delivery and new services/products to offer our subscribers.

What happens if my computer is not connected overnight and I miss a service? Can I manually start the service when I next connect?

All automated processes, especially virus updates and data/file backup are timed to occur during a specified time window – eg. 12 midnight to 5 am. If your computer is not connected to the Internet, then this service cannot occur and will be skipped until the following evening. If there is a need for some action by you, this will be indicated on the TechOnline Security Centre. If there is an alert on the Security Centre, the “Recommendation” button will link to some simple instructions explaining what you can do to manually run the process.