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Support Agreement
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Service Request
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Response
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Charge |
Telephone Support (Remote Support)
- This service is processed when SolutionOne is required to resolve a technical
issue over the phone or via remote access at the request of an authorised client representative.
- If an engineer is not available to take the call immediately then a return call
will be placed to the client within 1 hour.
- Remote support is chargeRemote
support is charged in 15 minute increments.
- General technical questions or discussion not requiring
SolutionOne’s active involvement in issue resolution are not charged to existing
support clients.ign: center">
< 1 hours
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In 30 minute increments |
In 15 minute increments
This service is processed when an on-site visit is required to resolve a
technical issue.
SolutionOne will have an engineer on site within 4 hours of logging the client
call
With the use of one of our service level agreements have an engineer onsite
immediately! Call us to find out how!
On-site support is charged in hourly increments.< 4 hours
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In Hourly increments |
After hours
- This service is processed when support services
are provided outside of normal business hours. (8.30am to 6.00pm)
- If a support
service extends from normal business hours to after business hours then only a portion
of time outside normal business hours is charged at the increased rate.
- All work
performed outside of normal business hours will be billed at time and a half.
- If
the support service is scheduled to start after normal business hours then there
is a minimum charge of 2 hours.
- Although best efforts will be maintained for after
hours support, response times cannot be guaranteed.
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n/a
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Time and a half Pre planned
work has a minimum 2 hour charge.
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Consulting Services
- Clients may request consulting
services within the support agreement to assist with strategic planning for their
IT Requirements, disaster recovery planning, network and security review, etc.
- This service is customised to suit your needs
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1 day |
Our advice is free
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Software
and Internet Development
- SolutionOne’s Software services team are available to
help contract support clients with web design, programming or database administration
needs.
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2 days
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Quoted on a per project basis |
Go Back
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