Frequently Asked Questions

We know choosing a telecommunications provider can be challenging, and we’re here to help. This page offers quick answers to common questions about our services. If you need more assistance, our friendly team is ready to assist you.

General Questions

Prosum delivers a full suite of communication and technology services. Our offerings include unified communications, cloud services, IT infrastructure, cybersecurity, video surveillance, and contact centre solutions, along with ongoing support to ensure your systems run smoothly.
At Prosum, we have the expertise to ensure every installation is a success. Unlike many providers who treat IT and telco services as a secondary offering, we specialise in seamlessly merging business-critical infrastructure with cutting-edge technology. This means we can avoid delays with carriers, recommend the right solutions, and resolve issues quickly, keeping your operations running smoothly. We offer an all-in-one service, taking care of everything from scoping and design to implementation and support, all under one roof. With Prosum, you get a partner who handles every aspect of your project, ensuring a streamlined experience from start to finish.
Many of our customers come to us after experiencing poor service from larger carriers. As a smaller business, we offer more cost-effective solutions, personalised support, and a genuine commitment to the success of your business. We take the time to understand your needs and deliver the best possible outcomes.
Setup times vary based on the complexity of the solution but generally range from a few days to a few weeks. We provide a detailed timeline during the onboarding process.
Yes, we offer comprehensive training sessions for all new users to ensure they are comfortable with our solutions and tools.
Our solutions are designed to be compatible with most existing systems, and our team will assist you with the integration process.

Pricing and Contracts

We understand the importance of transparency, but our business model focuses on providing tailored solutions rather than a one-size-fits-all approach. We pride ourselves on delivering the best value technology and support, ensuring you receive a solution that truly meets your needs.
Yes, we do. Our pricing is designed to be competitive and tailored to your business needs. On average, we offer savings of 10-30% compared to larger providers on project work. For a custom quote that suits your business, please get in touch with our sales team.
No, we offer flexible packages with no lock-in contracts. You're free to cancel your plan anytime, giving you complete control and flexibility.
No, we pride ourselves on transparent pricing. All fees will be clearly outlined in your contract.
Yes, you can easily upgrade or downgrade your plan. Please contact our support team to discuss your options.

Support

We offer flexible maintenance and support plans for a fixed monthly fee. Alternatively, you can opt for pay-as-you-go or support if your business requires assistance only occasionally.
Opting for a support plan offers significant advantages. With a plan, you gain proactive maintenance and monitoring, helping to prevent issues before they disrupt your business. You'll enjoy unlimited help desk access and prioritised service, ensuring faster response times when you need assistance. This not only enhances operational efficiency but can also save you money on unexpected repair costs. If consistent communication and reliability are important to your business, a support plan is the way to go.
No, you do not need to be a Prosum customer to receive support. We offer ad hoc or pay-as-you-go support options. However, customers with a maintenance and support plan will be prioritised.
We provide support for a wide range of technologies, including routers, switches, phone systems, contact centres, Wi-Fi, and firewalls.
The quickest way to reach us is by emailing our support team at support@prosum.com.au. Our help desk operates Monday to Friday, 9am to 5pm, with on-call technicians available outside these hours for after-hours support.
We aim to respond to all support inquiries within 24 hours. For urgent issues, please call us on 03 9697 2222.

Business Internet

Depending if existing fibre infrastructure is available, installation can vary from 30 days to 60 days.
Standard lead times are 10 working days however in some cases can take up to 20 working days.
Yes. An onsite technician appointment will be required to install the internet service.
You will be sent an email notification confirming the installation date and time frame. You, or an authorized representative (someone over 18), need to be at the premises for the whole appointment.
Yes, Prosum can recommend and supply a suitable modem and very affordable prices. We guarantee what we recommend will work best for your business requirements.
Yes, Prosum’s technician can help configure your modem. There will however be a fee for our technician to come onsite, setup and test.
The easiest and quickest way to get support is emailing our support team at support@prosum.com.au. If it’s urgent, please call 0396972222. Our help desk is staffed Monday to Friday, 9am to 5pm, with on-call technicians available at all other times.

Cloud Video Surveillance

Choosing a Police-Registered Security Business ensures you are working with a fully vetted and trusted provider. This certification guarantees compliance with all local laws and regulations, providing you with peace of mind knowing your business is protected by a reliable, responsible security provider.

Getting Started

To get started, simply contact us on 1800 007 229 or email at sales@prosum.com.au, or through the contact form on our website, and we will guide you through the process.