Support and Consultancy Fees
Hourly On-Site Fee:
Minimum one (1) hour per callout, billed thereafter in half hour increments, covering work completed outside our office
Emergency Call Out Fee:
Instant technical response regardless of service agreement status, billed as two (2) standard on-site hours, does not include Hourly On-Site Fee for work completed once technician is on-site
Hourly On-Site Penalty Rates:
+50% of standard rate, regardlesss of service agreement status excepting service agreements with after hours insurance. Applicable on public holidays, Sundays, and work completed outside business hours (8am – 6pm)
Hourly Off-Site Fee:
Billed in half hour increments, covering work completed in our office
Hourly Off-Site Penalty Rates:
+50% of standard rate, regardlesss of service agreement status excepting service agreements with after hours insurance. Applicable on public holidays, Sundays, and work completed outside business hours (8am – 6pm)
Remote Support Fees
Over Phone & Over Email Support:
Billed in 15 minute increments, covering consultancy completed remotely, or support provisioned over the phone or via email
Over Phone & Over Email Penalty Rates:
+50% of standard rate, regardlesss of service agreement status excepting service agreements with after hours insurance. Applicable on public holidays, Sundays, and work completed outside business hours (8am – 6pm)
Remote Support Sessions:
Billed in 15 minute increments, covering support provisioned remotely with an end-user over our interactive remote access support software
Remote Support Session Penalty Rates:
+50% of standard rate, regardlesss of service agreement status excepting service agreements with after hours insurance. Applicable on public holidays, Sundays, and work completed outside business hours (8am – 6pm)
Travel Fees
Mileage Cost:
Billed in 25km increments + hourly rate, applicable to travel greater then 25kms also incurs off-site hourly fees
Overnight Cost:
Billed per night whilst technician working on-site and required to work for multiple days in locations further then 150KMs from our office