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 |  |
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| 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.