Technical Support Program Description and Rates
Table of Contents TECHNICAL SUPPORT PROGRAM... 2 INFORMATION AND INCIDENT STRUCTURE... 2 TELEPHONE AND REMOTE SUPPORT... 3 TECHNICAL SUPPORT PLANS... 3 Casual Technical Support Plan... 3 Proactive Technical Support Plan... 4 1
Information and Incident Structure (SOLVit) is a Canberra based IT solutions company specialising in secure, reliable Microsoft and Linux Network Architecture, together with client specific Business Solutions, for small to medium organisations within the local ACT/NSW Areas.. SOLVit has a driving business philosophy to provide reliable, flexible and costeffective IT solutions and services, in a timely manner, that add real value to its client s businesses. This, coupled with a proactive can do attitude that is reinforced by proven skills and technical capabilities will ensure all client IT requirements are met. To reflect this approach, and meet client needs SOLVit offers telephone and remote support based on two types of technical response plans, Casual and Proactive. The table below highlights the response times under each option. Incident Structure Chart Type of Support Plan Casual Plan ( 5 Days ) Proactive Plan (5 Days**) Non-Business Critical 48 Hours Response 8 Hours Response Business Critical 18 Hours Response 4 Hours Response ** Note for Weekends and Public Holidays a support SLA must be in place. SOLVit classifies a Business Critical Incident as an incident that stops the business, or a majority of its users from operating, such as: No one in the organisation can print; A workstation has failed to boot and there is not another workstation to use; The Server has stopped responding; The network has failed; and/or The Internet has stopped working. The Technicians will endeavour to resolve most incidents of this nature well within the specified time however, if this issue is outside of our support structure (eg the Internet Service Provider being down) SOLVit technicians will advise you of an estimated time of resolution. 2
Telephone and Remote Support On advising SOLVit of a problem the experienced Technicians are often able to fix the issue during the initial telephone conversation, resulting in no travel time being incurred. The Technicians may also be able to effect repairs through a remote connection to your network. Of course this depends on the state of the network at the time of the problem, as a network with no internet connection cannot be accessed remotely. For those on a Proactive Support Program, Technicians will endeavour to maintain a stable and most importantly secure remote connection to your network, so that as much work as possible can be carried out remotely. This connection can be used for emergency repairs, regular maintenance, or even software upgrades, greatly reducing the number of hours that you are charged due to travel, as well as reducing down time in the event of a problem. Technical Support Plans Casual Technical Support Plan Under the Casual Support Plan all support is reactive to client issues and support hours are charged by the hour as per the tables below, with an invoice issued within 14 days after the end of each Calender month. Standard Business Hours for Casual Plan (8AM to 6PM) Standard onsite* $160 P/H 1 hour minimum Phone/Remote $140 P/H 0.5 hours After Hours Rates for Casual Plan (6 PM to 8 AM) After hours on-site $265 Per hour 1.5 hour minimum After hours Phone/Remote $160 Per half hour 1 hour minimum 3
Proactive Technical Support Plan The Proactive Support Plan suits the majority of clients as it provides cheaper rates and a more proactive environment as it includes a compulsory minimum of two hours spent on proactive maintenance, and is our preferred support plan. Standard Business Hours for Proactive Plan (8AM to 6PM) Increments Standard on-site* $132 P/H 1 hour + 30 minute 30 minute Phone/Remote $132 P/H 0.5 hour + 15 minute 15 minute After Hours Rates for Proactive Plan (6 PM to 8 AM) After hours on-site* $260 Per hour 1 hour minimum After hours Phone/Remote $150 Per half hour 1 hour minimum *Please note that Travel time is included in the 1 St Hour and rate includes GST 4