Standard Business Hours – Monday to Friday, 8:30am to 5:30pm .
Minimum onsite support – 4 hours.
Minimum remote support – 2 hours.
|Fee Per Hour Ex GST||Definition||Examples|
|Level 1 Engineer Remote only||View Rates||Initial support level responsible for basic customer issues.||Username / password reset, installing / uninstalling basic software applications,...|
|Level 2 Engineer Remote only||View Rates||Intermediate support engineer.||Installations or replacements of various hardware components, software repair, diagnostic testing, utilization of remote control tools to take over the user’s machine for troubleshooting,...|
Level 3 Engineer|
Remote or onsite
|View Rates||Advanced support engineer.||Servers and infrastructure issues.|
Specialist Engineer |
(Only available during standard business hours)
|View Rates||An expert engineer on specific solutions and technologies.||Cisco, specialised hardware, escalations from level 3,...|
|Project Manager||View Rates||An expert responsible for planning, executing and delivering technology projects.||Deploying new technologies, re-engineering existing systems, managing complex projects,...|
|Call-out travel fees||Charged at cost to client.||-||-|
|Emergency call-out fee under 3 days||(Standard rate + call out travel fees) x 1.5||Best efforts.||-|
|Emergency call-out fee under 1 day||(Standard rate + call out travel fees) x 2||Best efforts.||-|