Managed mobility, structured around your business
MobilityPlus. Australian mobility support on Telstra
Mobile fleets create more work than most organisations expect. Connections, plan changes, roaming, devices, billing and support end up spread across several people and systems. MobilityPlus brings that work into one managed service, run against your Telstra account by an Australian service desk. Choose the level of support, visibility and governance you need, then add specialist modules as your requirements grow.
Your mobile fleet should not depend on spreadsheets and inboxes
A fleet starts small enough that somebody in IT or finance absorbs it alongside their real job. As it grows, the administration becomes a recurring operational task with no owner: services stay active after staff leave, plans stop matching usage, the device record drifts from what is actually in people's hands, and roaming and billing problems are found after the cost has already landed on the invoice.
Each request still has to be actioned against the Telstra account by somebody with authority over it, and in most organisations that authority was granted once, years ago, to whoever set the account up. So requests are worked from memory, the register is a spreadsheet, and the fleet gets attention when something breaks or the bill jumps.
MobilityPlus gives you one place to manage everyday requests, service performance and the longer-term decisions about the fleet.
What changes
Three things, in the order they usually matter to the person who inherited the fleet.
Leads with
Less administration
Carrier requests, device coordination and billing enquiries move away from your internal team to a desk that works your Telstra account every day.
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More visibility
Open requests, service performance, fleet activity and recommendations in one place, so the state of the fleet is known rather than reconstructed.
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Governance
Clear accountability for the account, recurring reviews on a schedule, and a roadmap for the mobile environment instead of a reaction to the last invoice.
Which one is yours
Most fleets sit in one of three states. Naming the one you are in is more useful than any feature list, because it tells you whether this is worth a conversation at all.
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Absorbed
No owner. Requests go to whoever answers, there is no inventory anyone trusts, cancelled services are still billing, and the fleet gets attention only when something breaks or the invoice jumps.
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Administered
Someone owns it, without the tools. A person has been made responsible and is doing the work by hand, against a spreadsheet only they understand. It consumes a real share of their week, and it stops entirely when they take leave.
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Managed
A fleet with edges. Devices, services and spend are visible in one place, requests run to a service level, and plans are reviewed against actual usage. Fewer organisations are here than think they are.
Choose the level that matches your fleet
Priced per active service, monthly, excluding GST, and billed through your Telstra account. Every tier handles the everyday requests. What rises with the tier is how much you can see, and whether the account is governed on a schedule or only when a request arrives.
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Core
$4.00
per active service per month
Everyday carrier administration handled at a predictable cost.
For organisations that want the requests off their desk and nothing more.
- New connections, upgrades and activations New services connected, existing ones upgraded and new SIMs activated against your Telstra account, with the register updated as each is done.
- Plan, ownership, suspension and cancellation changes Plans changed to match usage, services moved between people, suspended while a handset is missing and cancelled when someone leaves, so nothing keeps billing with no user behind it.
- SIM, eSIM, PIN and PUK support Replacement SIMs and eSIM profiles issued and PINs and PUKs retrieved, without the user queuing with Telstra.
- International roaming and service-feature changes Roaming arranged against the travel dates, so the cost is known before departure.
- Hardware ordering and warranty coordination Handsets and accessories ordered through your account, warranty claims lodged and chased with the manufacturer, and non-warranty work quoted before anything is done.
- Account administration and billing enquiries Authorised contacts kept current, the account structure maintained, and billing queries raised with Telstra and worked through to an answer.
- Business-hours support An Australian desk that knows your account, 9am to 5:30pm on business days.
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Control
$6.00
per active service per month
See what is happening and how the service is performing.
For organisations that need visibility, reporting and accountability against committed service targets.
Everything in Core, plus
- Customer portal and request visibility Everything open, who it is with, and what happened last, in a portal rather than an inbox.
- Service-performance reporting How the desk performed against its targets each month, with volumes, response and resolution times and what is trending.
- Defined response, update and resolution targets Committed targets for first response, progress updates and resolution, with performance reported against them every month.
- Extended support coverage The same desk from 8am to 6pm on business days.
- Fleet visibility and operational oversight Services, devices and users held as one register, so the month's changes are visible without reconstructing them from the bill.
- InsightPlus reporting and analytics Monthly analytics, recommendations and action tracking, included here and available to Core as an optional module.
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Command
$8.50
per active service per month
Run mobility as a governed business service.
For larger or regulated organisations that need named accountability, regular reviews and forward planning.
Everything in Control, plus
- Dedicated account management and escalation coordination A named account manager who knows the account, and one person to escalate to when something is stuck.
- Monthly service reviews The month's requests, performance and exceptions reviewed with you, with actions recorded and followed up.
- Quarterly strategic reviews The fleet set against where the organisation is heading, covering plans, devices, spend and the changes due in the next quarter.
- Fleet optimisation recommendations Plans right-sized against actual usage, idle services identified, and device refresh timed to the fleet's own cycle.
- Executive reporting and action tracking A report written for the people who approve the spend, with every agreed action tracked to closure.
- Mobility roadmap planning A forward view of the fleet covering refresh cycles, contract dates, policy changes and the budget behind them.
All prices exclude GST. Carrier plans, devices and other Telstra charges are separate from the MobilityPlus service fee.
Add capability where you need it
Every MobilityPlus customer selects one service tier. Modules are added on top for specific fleet, financial, security or user requirements, and can be added later as the fleet changes.
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ExpensePlus Quoted per account
See and control your telecommunications spend. Contracted rates audited against actual charges every month, costs allocated by rule, billing exceptions surfaced in the cycle they belong to, and finance-ready reporting. Described in full on the Telecom Expense Management page.
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LifecyclePlus From $1.50 per active service per month
Devices managed from purchase to retirement: procurement, enrolment, staging, delivery, the asset record, warranty, recovery and secure retirement with a certificate per device.
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SecurePlus Priced on scope
Consistent controls across the device estate: enrolment, UEM administration, compliance policies, remote lock and wipe, security posture and compliance reporting.
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InsightPlus $250 per customer per month
Monthly analytics, recommendations and action tracking for the fleet, as an add-on to Core. Included in Control and Command.
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WhiteGlove $20 per nominated service per month, minimum ten, in blocks of ten
Priority handling for executives and other nominated users: pre-travel preparation, onboarding assistance and priority replacement coordination.
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Coverage Quoted per site
In-building mobile coverage where the fleet cannot get signal: assessed, designed and installed, from a single dead zone to a whole campus. Described on the Distributed Antenna Systems page.
Module prices exclude GST. ExpensePlus and the lifecycle and disposal work each have their own page with the detail; the questions below link to them.
Retire devices without losing accountability
MobilityPlus can carry a device through its whole life: procurement, enrolment, staging, delivery, the asset record, warranty, recovery and secure retirement. Each retired device is tracked from collection to its final outcome, with a digitally signed erasure certificate issued per device, through the same Secure Device Disposal service Ericom runs for laptops and tablets.
A clear transition into MobilityPlus
Five steps. The first is a review of what you have, and nothing on the account changes until the fourth.
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Fleet review
Confirm the active services, the current support model, the users, the devices and the known issues.
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Select your tier
Core, Control or Command, chosen on the visibility and governance you need rather than the size of the fleet.
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Add the modules that apply
Expense, lifecycle, security, reporting, critical-user support or coverage, where there is a requirement for them.
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Set up access and processes
Authorised contacts confirmed with Telstra, escalation paths, portal access, reporting and the request workflow agreed.
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Go live and review
Requests move to the Ericom service team, and progress is reviewed against the service model you chose.
What this is, and what it is not
The boundary matters more here than on most services, because the account stays yours and so does the authority over it.
What it does
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Works on your account
You keep the Telstra agreement and the account. We work on it, against the authority of the representatives you nominate.
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Handles the whole request
Not a ticket forwarded to Telstra. Investigated, lodged, chased and closed, with the outcome written down, and no reference number for you to chase.
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Covers the device as well as the service
Ordering, staging, enrolment, asset tagging, repairs and retirement, so the handset and the service are managed as one thing.
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One desk for every request
Whatever the tier, every mobile request goes to one Australian desk that works your Telstra account and keeps a record of what was asked, what was done and when.
What it does not do
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Not your IT service desk
This covers mobile services and the Telstra relationship. Laptop builds, application support and general end-user IT stay with your support function unless separately contracted.
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Not a carrier
Ericom is a Telstra partner and manages your Telstra account. We are not the network. Service levels for the underlying mobile service are governed by your Telstra agreement, and we cannot commit to what the network itself does.
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Not a decision-maker on your account
Cancellations, plan changes and orders are actioned on the authority of your nominated representatives. We recommend, you authorise, and a request from anyone not on that list is held until it is.
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Not device insurance
Warranty claims and repairs are coordinated. Loss, theft and accidental damage cover is a separate product and is not quietly absorbed into the service.
“If it were not for Ericom’s efforts, we might have continued without a clear solution for our diverse needs. We appreciate the commitment to helping us become a part of Telstra Enterprise, and we’ve already seen improved productivity and cost savings as a result of this partnership.”
IT Support Team Lead, Allied Credit Group
Common questions
Short answers first.
Does MobilityPlus include the mobile plan?
No. MobilityPlus manages the service and support around your fleet. Carrier plans, devices and other Telstra charges stay on your Telstra account, separate from the service fee.
Do we have to be on Telstra?
Yes. Every mobility service Ericom delivers runs on Telstra and bills through your Telstra account. Porting in from another carrier is part of onboarding. If you intend to stay with another carrier, this is not the right service and it is better to know now.
Can we add modules later?
Yes. Select the tier that matches your current needs, then add modules as the fleet or the requirements change. Nothing is bundled that you did not ask for.
Do all customers need the same tier?
No. Core suits straightforward administration. Control adds visibility, reporting and committed service targets. Command adds governance, recurring reviews and named accountability.
Is InsightPlus available with every tier?
InsightPlus is an optional module for Core. Its reporting, analytics and action tracking are included in Control and Command.
Where is ExpensePlus described?
On the Telecom Expense Management page, which covers the monthly audit against contracted rates, allocation by rule and the finance-ready reporting. It can be taken without the managed service.
Do you support existing fleets?
Yes. Onboarding begins with a review of the existing services, devices, account structure and support arrangements, and the register is rebuilt before anything on the account is changed.
Can Ericom manage retired devices?
Yes. Secure collection, certified erasure, a certificate per device and outcome reporting are delivered through Secure Device Disposal, and LifecyclePlus covers the rest of the device's life.
Start with a mobility review
We review your current fleet, the support arrangements and the reporting you need, then recommend the MobilityPlus tier and the modules that fit. Some fleets are small enough that the honest answer is a lower tier than you expected, and we will say so.
Book a mobility review