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Packages
Tier 1: Basic IT Service Package - $20 per user per month
Includes:
- Remote Monotoring and Management (RMM): Remote access and monitoring of basic system performance and alerts for potential issues.
- Firmware Updates: Ensures all systems are running the latest firmware for improved security and functionality.
- Antivirus: Installation and regular updates to protect systems from malware and security threats.
- Portal Access: Portal Access For Logging tickets, quotes and account info.
Does Not Include:
- Labour: IT labour will be charged at $160 per hour for IT services - billed in 15 min increments.
- After Hours Support: Support is available during business hours only; no after-hours assistance is included.
- Advanced SLA Support: The basic service includes standard response times of 8 Hour as standard SLA for Catagory 3 requests.
Tier 2: Mid-Level IT Service Package - $65 per user per month
Cost: $65 per user per month
Includes:
- Monitoring: Ongoing monitoring of systems to detect and resolve potential issues before they become critical.
- Firmware Updates: Regular updates to ensure all systems have the latest firmware for security and performance.
- Antivirus: Protection with antivirus software, including regular updates to defend against malware.
- Basic Labour:
- Up to 30 minutes per month per PC for labour, covering minor changes and fault diagnosis. This includes routine troubleshooting, minor repairs, or basic updates.
- Additional Labour is charged at $140 per hour, billed in 15-minute increments.
- Mid-Tier SLA Support: Standard support response times of 6 Hours as standard SLA for Catagory 3 requests. .
- Out of Hours Support (Tier One Faults Only): Support outside of regular business hours for Tier One faults, which are urgent and critical issues affecting system functionality (e.g., system outages).
- Office 365 Backup Services: Backup data storage licence is included, Data itself is billed by our partner at 0.10c per GB.
Tier 3: High-Level IT Service Package - $125 per user per month
Includes:
- Monitoring: Continuous monitoring of systems to detect and address issues proactively.
- Firmware Updates: Regular updates to keep all systems secure and functioning optimally.
- Antivirus: Full antivirus protection with regular updates to defend against malware and other security threats.
- Monthly Reports: Detailed reports on system performance, security status, and any potential issues, providing transparency and insights into the health of your IT environment.
- Unlimited Labour: Unlimited support for minor changes, fault resolution, and troubleshooting. This includes all standard IT maintenance tasks without additional labor charges, excluding project work.
- Highest Tier of SLA Support: Fastest response times of 4 Hours for a standard SLA Catagory 3 requests. Highest priority for all support requests for Level 1 and 2 requests, ensuring that critical issues are addressed as a priority.
- Out of Hours Support: Available for both high and medium-tier faults outside of regular business hours, ensuring support is available whenever necessary.
- Monthly Site Visit: A physical visit by IT professionals each month to review systems, perform maintenance, and ensure everything is running smoothly.
- Security Support: Security support and basic training for staff upon onboarding.
- Network Management: Firewall Monitoring and Network Inspection.
- Office 365 Backup Services: Backup data storage licence is included, Data itself is billed by our partner at 0.10c per GB.
- PC Cloud Backup Services: Backup data storage licence is included, Data itself is billed by our partner at 0.10c per GB.
Does Not Include:
- Project Labour: Non-routine or project-based services will be charged at $120 per hour.
- Support for Non-Critical Issues: Non-critical faults outside business hours would not be covered by out-of-hours support (only high and medium-tier faults are included).
Tier 0 - Zero support commitment
First Time Support Lodgement: $160 Callout (includes 30 min labour)
- Labour: Labour is charged at $160 per hour, billed in 30-minute increments. Site visits have a $160 Callout.
- SLA for Support: There is no SLA commitment; however we will aim to have a response within 1 business day. There is no after-hours support for this tier.
Does Not Include:
- Monitoring: Continuous monitoring of systems to detect and address issues proactively.
- Firmware Updates: Regular updates to keep all systems secure and functioning optimally.
- Antivirus: Full antivirus protection with regular updates to defend against malware and other security threats.
- Reporting: Detailed reports on system performance, security status, and any potential issues, providing transparency and insights into the health of your IT environment.
- Labour: Labour is charged at $160 per hour, billed in 30-minute increments.
- SLA for Support: There is no SLA commitment; however we will aim to have a response within 1 business day. There is no after-hours support for this tier.
- Out of Hours Support: Not Avalible.
- Monthly Site Visit: Not included.
- Security Support: Not included.
- Network Management: Not Included.
- Office 365 Backup Services: No Backup Services included.
- PC Cloud Backup Services: No Backup Services included.
Exclusions
Support Exclusions Schedule
- Addition or configuration of any new or replacement hardware or software
- Relocation of any new, replacement or existing hardware
- Project work (i.e. Deploying new software across site, supply and install of equipment)
- Moving user profiles between workstations or servers
- Staff training
- Travel expenses and freight
- Travel time to perform excluded support labour / projects
- Travel time exceeding a total round trip greater than 60 minutes
- Formatting and Operating System installation on any servers
- Disaster recovery / restoration of any data from backups
- Supply of loan hardware
- Supply of hardware and sundries
- Warranty claims
- Labour for non-critical / non-emergency issues outside of ZNS business hours
- Any hardware or software deemed to be faulty or incompatible with IT infrastructure
- Any devices not included in this agreement per the Equipment Schedule
