Our response centre is manned from 8am-5pm Monday to Friday and our first contact with you, upon logging a call, will be via the phone. A suitably qualified technician will be in contact with you within 2 hours of you initial contact. If necessary someone will attend onsite within 4 hours of your call (Perth Metro only) if the remote support is not sufficient. Any support work is charged in 15 minute increments and any onsite work incurs a one way travel time addition (Perth Metro only) billed at the hourly rate of the job. Any full day engagements are not charged travel time.
Scheduled maintenance is something that is tailored to the particular customer and could be anything you see fit to maintain your systems in an optimal state.
To garner the response times etc., as mentioned, we require our customers to purchase, a support solution, up-front. This initial outlay entitles you to access our services at the rates quoted in a 12 month period. Additional support blocks can be purchased in set increments at any time. At the end of the first 12 months the agreement cost, will be reviewed and adjusted, if necessary, to reflect operational changes.
This sample can be optimised to meet your specific requirements to include 24 x 7 and any SLA that is required.