Answers to some frequently asked questions.
We’re different in a few ways.
Faster Response Times – We have the numbers to prove it. All our customer interactions are measured and tracked to improve our service to you.
Cloud Focused – While we do support hybrid and server based firms, we are a cloud native firm and we fully embrace technology change that improves productivity and efficiency.
Accounting Industry Experts – Our focus is 100% on accountants which means we understand your unique problems and the solutions that work for you. We are experts at managing and integrating accounting applications and we understand your workflow.
Our understanding of the Accounting Industry and the value each app provides means we are best positioned to provide an IT strategy that fits your firm. We work closely with app vendors to recommend which path to take at a pace that suits you. Our expert team can address specific cloud security concerns and make sure your IT is unified with the various systems talking harmoniously.
If you want to learn more about how we can help, it’s best to talk to one of our IT specialists.
Working with over 652 accounting firms and serving approx. 9000 accounting professionals across Australia and overseas - our service desk is scaled, meaning we have greater availability and resources on hand to answer your calls and emails.
Our service desk is open 12 hours a day, from 7am – 7pm, 5 days a week.
Our team is measured on a ‘fixed on first call’ percentage, which is currently sitting at 38%. Customer satisfaction has a net promoter score of 93. If you can’t measure it, you can’t improve it!
You have an option between phone, email or chat. A good place to start is visiting our support website.
P: 1300 766 554
Our service desk is open 12 hours a day, from 7am – 7pm, 5 days a week. We also have an after-hours service for emergencies.
Service requests are prioritised immediately as:
Priority 1 (Critical) – Major emergency – “Show Stopper”: e.g. loss of essential server/s or services affecting all users.
Priority 2 (High Impact) – A single or group of users are unable to perform time critical or important tasks, no reasonable workaround is achievable and this is affecting the Company’s ability to service its clients.
Priority 3 (Medium Impact)- A single user or a group of users have an issue with a program or service that is restricting their ability to work but it isn’t time critical or there is a reasonable workaround.
Priority 4 (Low Impact) – Any request that is not affecting productivity. This includes new user requests, or any issue that isn’t impacting on business continuity.
Priority 5 (Planned) – Scheduled, no SLA Any request that involves change of environment, advice or queries that fall outside of service, or needs to be planned and falls outside of the SLA.
Jamie has over 20 years in the IT industry working throughout Australia, UK and Asia. In 2002 he started Freshmethod to provide managed services for a range of industries, but soon identified a gap in services for forward thinking Accounting firms. His expertise covers cyber security, customer privacy, global communications, process and connection speeds and helping accounting firms overcome the challenges associated with highly dispersed teams. Freshmethod now employs over 50 staff, specialising in cloud technology for accountants.
Dennis has a strong technical background as a Microsoft Certified Professional and over a decade of experience as IT professional working with servers, networking, cloud solutions and applications. Dennis joined the company in 2009 where he led and developed the Project Team/ Department and has since taken over as Freshmethod’s Chief Technical Officer, implementing thousands of solutions for Accounting clients. His unique skill set can investigate any IT situation and formulate the right strategies and solutions to suit.