Welcome to BTC Support
We are here to help.
We are here to help.
Here are some things to try before submitting a support request.
There are many different things that could cause a problem with your computer.
No matter what's causing the issue, troubleshooting will always be a process of trial and error—in some cases, you may need to use several different approaches before you can find a solution; other problems may be easy to fix.
We recommend starting by using the following tips.
Sometimes an application may become stuck, or frozen. When this happens, you won't be able to close the window or click any buttons within the application.
The best way to get support about software issues, is to contact the Software manufacturer.
We can provide some support for software issues, however there will be charges for this support.
Follow the simple troubleshooting steps to try and fix the issue before requesting support.
Support is offered at fee for service rates.
However if you have a current support agreement for any product or service - support may be included in that agreement.
If you do not have a current support agreement ALL support is chargeable at fee for service rates.
Fee for service rates
Business Hours - 8:30 am to 5:00 pm – Mon – Fri, excl. Public Holidays
Minimum Charge = $165 inclusive of GST.
For all after hours support a minimum fee applies (visit fee plus 2 hours labour)
Minimum Charge = $605 inclusive of GST.
Additional fees and charges
Where travel outside 100 kms from the Townsville CBD is required, our staff will need an overnight stay if the total time including travel and labour is greater than 8 hours in any one work day.
You will also be charged for any travel expenses such as Airfares, Ferry, Bus and Taxi fares.
For any work requiring an overnight stay you will be charged Accommodation and meals.
There will be an additional 20% administration fee for all additional fees and expenses.
Labour charges do not include parts/equipment supplied.
Non Critical faults - 8 working hours
Critical faults - 4 working hours
System down - 2 working hours