Getting started with Res-Q IT: what to expect on your first support call

When something stops working, start here

Most people get in touch when something is already frustrating: email won’t open, the internet’s crawling, a device has stopped working, or there’s a worry about security. You don’t need to know the technical name for the problem before asking for help. Our job is to work out what’s happening with you and decide the next safe step together.

Res-Q IT is set up to be one clear front door for home users and businesses. Behind the scenes, there are service tools, support systems, supplier portals and account records — but you shouldn’t have to think about any of that. You just need to know who to call, what to share, and what to expect.

How to contact us

1. Call (08) 6555 6500 if the issue is urgent, unclear, or easier to explain by voice.
2. Email [email protected] if you can describe the issue, attach a screenshot, or the problem isn’t urgent.
3. Use the Res-Q IT Client Portal for account, invoice, subscription, or support visibility once your portal access is available.
4. Tell us the best way to reach you back — especially if the issue affects your phone, internet, or email.

What to tell us on the first call

You don’t need a long explanation. A few useful details are enough:

1. What’s not working? For example: Outlook, Wi-Fi, printer, phone, Microsoft 365 login, or a smart device.
2. Who’s affected? Just you, the whole family, one staff member, or everyone in the office?
3. When did it start? Today, after an update, after a power outage, after changing a password?
4. What have you already tried? Restarting, changing cables, resetting a password, calling the carrier?
5. Is there an error message? A screenshot or the exact wording can save us a lot of time.
6. Is there a deadline? Payroll, clinic opening time, client meeting, school work, travel.

What happens next

We’ll normally start with triage. That means we work out the likely cause, how urgent it is, and whether it can be handled remotely, in the workshop, or onsite. If the issue needs a supplier, carrier or third-party check, we’ll explain that in plain English and help you understand who owns the next step.

For businesses, we may also check who’s authorised to approve work, reset passwords, or request access changes. That protects your business from accidental or unsafe changes.

Simple tip

Before calling, write down the problem in one sentence. For example: “Outlook opens but won’t send email” or “Wi-Fi is working on my phone but not my laptop.” A short sentence helps us start in the right place.

Still not sure where to begin? Call us on (08) 6555 6500 or book a quick consultation.