Virtual Dedicated Server Support Solutions

Service Basic Support Mild Support Extreme Support Ultimate Support
- Level 1 Level 2 Level 3
SLA Agreement - VDS & Co Location
Shared Reseller WebHosting With Support cPanel reseller hosting
White Label Support for your Customers
Average Response Times (Past Year 2013)
Average Time waiting for phone call to be answered 30 Seconds 10 Seconds 10 Seconds 10 Seconds
Average Acknowledgement of support case 5 minutes 2 minutes 2 minutes 2 minutes
Average Total Response Time before action is taken 60 minutes 30 minutes 10 minutes 5 minutes
         
Maximum Response Times
Maximum Time waiting for phone call to be answered 30 minutes 15 minutes 10 minutes 5 minutes
Maximum Acknowledgement of support case 60 minutes 40 minutes 20 minutes 10 minutes
Maximum Time onsite / remote support engineer attending to the case 240 minutes 145 minutes 90 minutes 45 minutes
Maximum Total Response Time before action is taken 330 minutes 200 minutes 120 minutes 60 minutes
Support Package Features
Access to 1300 Technical Support Line
Access to One Engineer Direct Mobile Number
Access to All Engineers Direct Mobiles Numbers
Access to third party pager number
Any Application & Any Hardware Support
Local Highly Talented Technical Staff
Email/online E ticket Support
Monday to Friday 8am to 11pm & Sat Sun 10am to 5pm
Monday to Sunday 24 hours a day
Push Button remote Hands On support
Diagnose and repair remote Hands On
Support Portal Login
Request for incident report
5 Minute Chargeable Time Blocks
Priority level None Low Medium High
Monthly Fee’s
Pre-Paid Cost During Standard Hours N/A $120 per Hour
(7am to 11pm, Mon to Fri)
(9am to 5pm, Sat & Sun)
$150 per Hour
(7am to 11pm, Mon to Fri)
(9am to 5pm, Sat & Sun)
$250 per Hour
(24 hours Mon to Sun)
After Hours Call out Fee $220 $100 $50 N/A
After Hours or Excess Support $330 per Hour (24 x 7) $150 per Hour (24 x 7) $150 per Hour (24 x 7) $250 per Hour (24 x 7)

All Prices are EX GST

 

Please note - All support packages are for support within your hardware or software environment. You do not need support nor is it considered support for any issue outside of your control: i.e. Hardware, Network or Power and cooling issues.