As the lockdown restrictions continue to tighten, we want our customers to know that we are here to help support you.
We can help you adapt
Whether you need help moving more staff to work from home, updating your phone system to support remote working, help getting started with Microsoft Teams or Slack, or remote access to your systems, we are ready, willing and able to help you make the transition.
We’ve introduced self-service tools for diversions and nbn troubleshooting
We’ve increased our self service tools (Konnect) to put more functionality in the hands of our customers, and can still help with installing and upgrading new NBN services for staff working from home.
This tool puts more control in your hands, and helps you make simple changes to your setup quickly including scheduling mobile diverts for staff while they are working from home if you are not using CloudPBX.
We’re ready to help keep you secure from new threats
If you are working from home, our Cyber Connect and Protect team are willing and keen to help you review your cyber security setup – and our team are constantly reviewing requests for changes and configuration setups to help make sure our customers’ most precious technology assets – your data and customer information, remain secure.
Our partnership with industry leading vendors like Veeam, Datto and Huntress are ensuring that our customers are protected against emerging threats, zero day vulnerabilities and ransomware. If you’re not yet taking advantage of our managed care and backup plans please chat to us about how we can help ensure your business can stay online even in the midst of other uncertainties.
We understand that times are tough
We understand that some of our customers, particularly in the retail and construction industry in NSW, will be hit hard by the latest round of restrictions. If you need help due to financial hardship, we are more than happy to work out an arrangement that works for you and us. We know that many individuals and businesses have suffered long and hard over the last 18 months – and we’re delighted to say that we’ve been able to be consistently there for our customers who need us. Please contact us and let us know if you need help.
We’d love you to raise your requests online if you can
We’ve already seen a jump in the number of requests for support, changes and setups over the last couple of days. We expect this surge in requests to continue over the next week. As a result, we’re making some minor changes to the way we deliver phone and email support to ensure that the most critical requests are always responded to first. If you do need help, and you have internet access we encourage you to email us (firstname.lastname@example.org) or to raise a support request online in the first instance. We appreciate your patience as we continue to work through these challenging circumstances.
Our team meet the definition of essential workers, and so if we need to provide on-site critical support for services we are able to do so where appropriate COVID Safe arrangements are in place, and there is no other option. Within NSW, we are unfortunately unable to provide in-person support in domestic settings at this time.
On behalf of all of the Real World Team, I’d like to wish you all the best as we continue to step through this experience, and pray that you, your colleagues, your friends and your families remain healthy and safe.
Andrew Yager, CEO