⚖️ TotalCare – Important Bits to Know
 

Priority Support:
You'll be bumped to the top of the queue wherever possible, but response times may vary depending on current workload. We aim to respond to TotalCare customers within 1 business day (often much sooner!).

 

Monthly Remote Support Sessions:

One 30-minute remote session per month included with active Total Care plan. Thereafter charged at standard rate. Sessions do not rollover.

 

Call-Outs Still Apply:
On-site visits aren’t included in your TotalCare plan. If we need to come to you in person, our standard call-out fee still applies - but you’ll be treated as a priority booking.

 

Fair Use Policy:

TotalCare is designed for everyday support, not constant emergencies. If things start getting a bit too frequent, we’ll work with you to make sure your plan still fits your needs. Monthly remote support sessions do not roll over.

 

Backups:

* 'Unlimited' storage means you can back up all your essential personal and business data without worrying about rigid caps. To ensure fast, reliable performance for all users, our fair usage policy applies. If your storage or device needs exceed typical usage, we’ll work with you to optimize your plan or add devices for a small fee, keeping your backups seamless. Typical usage is currently defined to be < 10 TB.​

Data restores charged only when needed – no monthly fees, charged based on the number of files or volume of data recovered. Restores processed within 1 business day. Urgent requests will be prioritised where possible during business hours.