Frequently Asked Questions
Questions? Answers.
Everything Brisbane and Gold Coast businesses ask about IT support, managed services, cybersecurity, Microsoft 365, phone systems, onboarding, and billing — answered by our local team.
Frequently Asked Questions
Questions? Answers.
Everything Brisbane and Gold Coast businesses ask about IT support, managed services, cybersecurity, Microsoft 365, phone systems, onboarding, and billing — answered by our local team.
General
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ATS Systems provides on-site and remote IT support across Brisbane, Gold Coast, Ipswich, Logan, and the broader South East Queensland region. Remote support for cloud services, Microsoft 365, and managed service clients is available Australia-wide.
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Call 07 3523 3660 for urgent support. Our local Brisbane team handles priority issues directly — no overseas call centres. For non-urgent issues, submit a ticket through our Support Centre or email contactus@atssystems.com.au.
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Yes. On-site support covers Brisbane, Gold Coast, Ipswich, Logan, and surrounding areas. Remote support is available Australia-wide for cloud, Microsoft 365, and managed service clients.
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ATS Systems focuses exclusively on business IT services. Our systems, tools, and support processes are built for commercial environments — from small offices to multi-site operations across South East Queensland.
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Download the remote support tool from the Downloads page. Run it when directed by a technician and share the session ID displayed on screen. No installation required — the tool runs once and closes automatically at the end of the session.
General
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ATS Systems provides on-site and remote IT support across Brisbane, Gold Coast, Ipswich, Logan, and the broader South East Queensland region. Remote support for cloud services, Microsoft 365, and managed service clients is available Australia-wide.
-
Call 07 3523 3660 for urgent support. Our local Brisbane team handles priority issues directly — no overseas call centres. For non-urgent issues, submit a ticket through our Support Centre or email contactus@atssystems.com.au.
-
Yes. On-site support covers Brisbane, Gold Coast, Ipswich, Logan, and surrounding areas. Remote support is available Australia-wide for cloud, Microsoft 365, and managed service clients.
-
ATS Systems focuses exclusively on business IT services. Our systems, tools, and support processes are built for commercial environments — from small offices to multi-site operations across South East Queensland.
-
Download the remote support tool from the Downloads page. Run it when directed by a technician and share the session ID displayed on screen. No installation required — the tool runs once and closes automatically at the end of the session.
Managed IT Services
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Managed IT support means your technology is monitored, maintained, and secured proactively under a fixed monthly agreement. Instead of calling for help after something breaks, issues are identified and resolved before they cause downtime. This includes patch management, antivirus monitoring, backup verification, and helpdesk access.
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Agreements are tailored to each business, but typically include: proactive monitoring and maintenance, helpdesk support during business hours, patch management and software updates, endpoint security and email filtering, backup monitoring and verification, and a dedicated technician who knows your environment. Additional services like after-hours support and on-site visits can be added based on your needs.
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Yes. ATS Systems offers ad-hoc and project-based IT support for businesses that don't require an ongoing agreement. This includes one-off troubleshooting, network installations, migrations, and consulting. Managed service clients receive priority response times and proactive monitoring that ad-hoc clients don't.
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Most tickets receive an initial response within 2 business hours during standard hours (Mon–Fri, 8am–5pm AEST). Priority and after-hours response times depend on your service agreement. Managed service clients receive priority queuing.
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Yes. Managed service clients are assigned a dedicated technician who learns your environment, systems, and preferences. You won't be explaining your setup from scratch every time you call — your technician already knows it.
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Yes. ATS Systems supplies a wide range of business hardware and software, including desktop computers, laptops, networking equipment, desk phones, headsets, and security software such as antivirus and endpoint protection. All products are sourced through authorised channels and can be configured and deployed as part of your IT setup.
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Yes. ATS Systems offers hardware rental options for businesses that prefer to spread costs rather than purchase outright. Rental agreements cover equipment such as desktops, laptops, and networking hardware, with maintenance and support included. This keeps your technology current without large upfront expenses.
Managed IT Services
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Managed IT support means your technology is monitored, maintained, and secured proactively under a fixed monthly agreement. Instead of calling for help after something breaks, issues are identified and resolved before they cause downtime. This includes patch management, antivirus monitoring, backup verification, and helpdesk access.
-
Agreements are tailored to each business, but typically include: proactive monitoring and maintenance, helpdesk support during business hours, patch management and software updates, endpoint security and email filtering, backup monitoring and verification, and a dedicated technician who knows your environment. Additional services like after-hours support and on-site visits can be added based on your needs.
-
Yes. ATS Systems offers ad-hoc and project-based IT support for businesses that don't require an ongoing agreement. This includes one-off troubleshooting, network installations, migrations, and consulting. Managed service clients receive priority response times and proactive monitoring that ad-hoc clients don't.
-
Most tickets receive an initial response within 2 business hours during standard hours (Mon–Fri, 8am–5pm AEST). Priority and after-hours response times depend on your service agreement. Managed service clients receive priority queuing.
-
Yes. Managed service clients are assigned a dedicated technician who learns your environment, systems, and preferences. You won't be explaining your setup from scratch every time you call — your technician already knows it.
-
Yes. ATS Systems supplies a wide range of business hardware and software, including desktop computers, laptops, networking equipment, desk phones, headsets, and security software such as antivirus and endpoint protection. All products are sourced through authorised channels and can be configured and deployed as part of your IT setup.
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Yes. ATS Systems offers hardware rental options for businesses that prefer to spread costs rather than purchase outright. Rental agreements cover equipment such as desktops, laptops, and networking hardware, with maintenance and support included. This keeps your technology current without large upfront expenses.
Cybersecurity
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Managed service clients receive endpoint protection, email filtering, DNS security, patch management, and proactive threat monitoring depandant of the package choosen. Security configurations follow the ACSC Essential Eight framework where applicable. Additional services like security awareness training and dark web monitoring are available.
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The Essential Eight is a cybersecurity framework published by the Australian Cyber Security Centre (ACSC) designed to help organisations protect themselves against common cyber threats. It covers eight key strategies including application patching, restricting admin privileges, multi-factor authentication, and regular backups. ATS Systems aligns managed service configurations to these recommendations where applicable.
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Do not click any links or open attachments. Forward the suspicious email to your ATS Systems technician or call 07 3523 3660. If you've already clicked a link or entered credentials, disconnect from the network and call immediately. Check our Security Advisories page for current threats.
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Yes. ATS Systems offers security awareness training covering phishing, social engineering, password hygiene, and safe browsing practices. Training is available as part of managed service agreements or as a standalone engagement for businesses that want to strengthen their human layer of defence.
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For managed service clients, our team responds immediately to contain the threat, assess the scope, and begin remediation. For critical incidents, protective measures are applied proactively — often before clients are aware of the threat. Advisories are published on our Security Advisories page when active threats affect our region.
Cybersecurity
-
Managed service clients receive endpoint protection, email filtering, DNS security, patch management, and proactive threat monitoring depandant of the package choosen. Security configurations follow the ACSC Essential Eight framework where applicable. Additional services like security awareness training and dark web monitoring are available.
-
The Essential Eight is a cybersecurity framework published by the Australian Cyber Security Centre (ACSC) designed to help organisations protect themselves against common cyber threats. It covers eight key strategies including application patching, restricting admin privileges, multi-factor authentication, and regular backups. ATS Systems aligns managed service configurations to these recommendations where applicable.
-
Do not click any links or open attachments. Forward the suspicious email to your ATS Systems technician or call 07 3523 3660. If you've already clicked a link or entered credentials, disconnect from the network and call immediately. Check our Security Advisories page for current threats.
-
Yes. ATS Systems offers security awareness training covering phishing, social engineering, password hygiene, and safe browsing practices. Training is available as part of managed service agreements or as a standalone engagement for businesses that want to strengthen their human layer of defence.
-
For managed service clients, our team responds immediately to contain the threat, assess the scope, and begin remediation. For critical incidents, protective measures are applied proactively — often before clients are aware of the threat. Advisories are published on our Security Advisories page when active threats affect our region.
Microsoft 365
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Yes. ATS Systems handles full Microsoft 365 migrations including mailbox transfers, DNS configuration, licence provisioning, and user onboarding. Migrations are planned to minimise disruption and typically completed outside business hours.
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Yes. ATS Systems manages Microsoft 365 tenant administration including user provisioning, licence assignment, security policies, email configuration, SharePoint, OneDrive, and Teams. Licence changes, new starters, and offboarding are handled as part of managed service agreements.
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Yes — and it's strongly recommended. MFA is one of the most effective defences against account compromise and is a core component of the ACSC Essential Eight. ATS Systems configures MFA across Microsoft 365 accounts, including Conditional Access policies where licences support it.
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ATS Systems follows a structured offboarding process: the account is secured, mailbox access is transferred or converted to a shared mailbox, files are preserved, licences are recovered, and MFA/device access is revoked. This protects your business data and ensures nothing is lost or left exposed.
Microsoft 365
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Yes. ATS Systems handles full Microsoft 365 migrations including mailbox transfers, DNS configuration, licence provisioning, and user onboarding. Migrations are planned to minimise disruption and typically completed outside business hours.
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Yes. ATS Systems manages Microsoft 365 tenant administration including user provisioning, licence assignment, security policies, email configuration, SharePoint, OneDrive, and Teams. Licence changes, new starters, and offboarding are handled as part of managed service agreements.
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Yes — and it's strongly recommended. MFA is one of the most effective defences against account compromise and is a core component of the ACSC Essential Eight. ATS Systems configures MFA across Microsoft 365 accounts, including Conditional Access policies where licences support it.
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ATS Systems follows a structured offboarding process: the account is secured, mailbox access is transferred or converted to a shared mailbox, files are preserved, licences are recovered, and MFA/device access is revoked. This protects your business data and ensures nothing is lost or left exposed.
VoIP & Phone Systems
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ATS Systems supports business VoIP solutions including Call2Teams (Microsoft Teams integration), 3CX phone systems, CloudOffice. These replace traditional phone lines with internet-based calling, offering features like call routing, voicemail-to-email, mobile apps, and integration with Microsoft Teams.
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Yes. Existing phone numbers can be ported to the new VoIP platform. The porting process is managed by ATS Systems and typically takes 5–10 business days depending on the carrier. There is no disruption to incoming calls during the transition.
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Each concurrent VoIP call requires approximately 100 Kbps of upload and download bandwidth. For most business connections (NBN 50 and above), this is not a constraint. ATS Systems assesses your network capacity during the planning phase to ensure call quality is reliable before deployment.
VoIP & Phone Systems
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ATS Systems supports business VoIP solutions including Call2Teams (Microsoft Teams integration), 3CX phone systems, CloudOffice. These replace traditional phone lines with internet-based calling, offering features like call routing, voicemail-to-email, mobile apps, and integration with Microsoft Teams.
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Yes. Existing phone numbers can be ported to the new VoIP platform. The porting process is managed by ATS Systems and typically takes 5–10 business days depending on the carrier. There is no disruption to incoming calls during the transition.
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Each concurrent VoIP call requires approximately 100 Kbps of upload and download bandwidth. For most business connections (NBN 50 and above), this is not a constraint. ATS Systems assesses your network capacity during the planning phase to ensure call quality is reliable before deployment.
Onboarding
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New clients go through a structured onboarding process that includes a full IT audit, documentation of existing systems, security assessment, and transition planning. A dedicated technician is assigned to your account so you always deal with someone who knows your environment.
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Most onboarding is completed within 2–4 weeks depending on the size and complexity of the environment. This includes auditing, documentation, tool deployment, security hardening, and team introductions. Support is available from day one — the onboarding process runs alongside normal helpdesk access.
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ATS Systems manages the transition professionally and ensures continuity throughout. This includes coordinating handover of credentials, documentation, licences, and vendor relationships. The goal is a smooth changeover with no service gaps and no disruption to day-to-day operations.
Onboarding
-
New clients go through a structured onboarding process that includes a full IT audit, documentation of existing systems, security assessment, and transition planning. A dedicated technician is assigned to your account so you always deal with someone who knows your environment.
-
Most onboarding is completed within 2–4 weeks depending on the size and complexity of the environment. This includes auditing, documentation, tool deployment, security hardening, and team introductions. Support is available from day one — the onboarding process runs alongside normal helpdesk access.
-
ATS Systems manages the transition professionally and ensures continuity throughout. This includes coordinating handover of credentials, documentation, licences, and vendor relationships. The goal is a smooth changeover with no service gaps and no disruption to day-to-day operations.
Billing & Account
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Invoices and account documents are available in the Client Portal. If you don't have portal access yet, contact us on 07 3523 3660 and we'll set up your account.
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Managed service agreements are billed monthly on a per-user or per-device basis, depending on your plan. This covers all included services with no hidden fees. Ad-hoc and project work is quoted separately before any work begins.
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You can raise a complaint by calling 07 3523 3660, emailing contactus@atssystems.com.au, or submitting a ticket. Our Complaint Handling Policy outlines the full process, including escalation pathways and resolution timeframes.
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Agreement terms vary, but ATS Systems believes in earning your business through service quality, not lock-in clauses. Specific terms, notice periods, and conditions are outlined clearly in every agreement before signing. If you have questions about terms, contact us for a no-obligation conversation.
Billing & Account
-
Invoices and account documents are available in the Client Portal. If you don't have portal access yet, contact us on 07 3523 3660 and we'll set up your account.
-
Managed service agreements are billed monthly on a per-user or per-device basis, depending on your plan. This covers all included services with no hidden fees. Ad-hoc and project work is quoted separately before any work begins.
-
You can raise a complaint by calling 07 3523 3660, emailing contactus@atssystems.com.au, or submitting a ticket. Our Complaint Handling Policy outlines the full process, including escalation pathways and resolution timeframes.
-
Agreement terms vary, but ATS Systems believes in earning your business through service quality, not lock-in clauses. Specific terms, notice periods, and conditions are outlined clearly in every agreement before signing. If you have questions about terms, contact us for a no-obligation conversation.