Services and Pricing

AD-Hoc Support#1 Bronze#2 Silver#3 Gold

                          Included                       OptionalIDEAL FOR:
Organisations where software is not critical to business peformanceIDEAL FOR:
Organisations with their own IT support teamIDEAL FOR:
Organisations who just need it sorted by someone elseIDEAL FOR:
Customer with complex, custom solutions

Pricing$250 per hour$100 per month$250 per month$500 per month

Remote Support

Unlimited Service Desk
▪ Telephone Support 9.00am to 5.00pm (ACST)
▪ Freecall 1300 Number
▪ User questions (Lvl 1)
▪ Logging tickets / faults (via Portal / phone)
▪ Over the phone fault diagnosis24 Hour Response Time4 Hour Response Time30 mins Response Time

Remote Diagnostics
▪ Remote access
▪ Fault finding
▪ System configuration changes (if needed)

Professional ServicesAD-Hoc Support#1 Bronze#2 Silver#3 Gold

Onsite Labour
▪ Onsite support to for restoration (diagnose, repair, replace)
▪ Includes software programmers, engineers (if req'd)
▪ Includes return visits to replace hardware, loan hardware etc
▪ Available within 50kms of Australian Capital CBDMin 3 hr charge, no SLA re onsite timingMin 3 hr charge, no SLA re onsite timingNBD onsite if call logged before 12pmSame Day if call logged before 12pm

Software Assurance
▪ Upload vendor firmware if needed to fix fault


 

Vendor License Management
▪ Ensure license maintenance support with Vendors is up to date
▪ We track software updates released from Vendors and advise on their suitability for implementation in your system.


 

Software Upgrade Management
▪ Major version release implementation
▪ Out of business hours (between 5.00pm-11.59pm)
▪ 1 major release per annum
▪ Change Management


 

Fault Reporting Upgrade Management
▪Performance Reporting
▪Includes all faults logged, resolutions, trends etc



Half YearlyQuarterly

Proactive Onsite Maintenance Visits/Checks
▪ Full health check of system
▪ Check all system operation, user experience, cables etc
▪ Written report after each visit



Half YearlyQuarterly

User Adoption Management
▪ Full health check of system
▪ Collects user & adoption feedback through online surveys
▪ Examines the data collected to identify potential improvements and hotspot/trend reporting.
▪ We discuss emerging technology patterns and the functionality of each space and whether it meets the user requirements, the user interface suits the workflow, and how the user experience is rated.
▪ Written report include recommendations for improvements


 

Hardware AD-Hoc Support#1 Bronze#2 Silver#3 Gold

Warranty Management
▪ Liaise with vendors / manufacturers to repair, replace hardware in line with standard warranties
▪ Turnaround time will be as per vendor warranty process (could be up to 2 week turnaround depending on vendor)

Loan Equipment
▪ Loan hardware provided while awaiting vendor repair/replacement
▪ Hardware shipped from Aust-based warehouse next day (if fault diagnosed before 12pm)
▪ Equipment loaned to be same or functionally similar 

Lifecycle Replacement Equipment
▪ Covers all "out of warranty" hardware in the event of failure
▪ "Like for Like" replacement at no cost to customer
▪ Consumables / accidental breakage included (up to value of $200)






 

Freight (from you)
▪ Freight/delivery costs covered from your location to supplier/vendor/our location for product repair/replacement



Inc. pickup by us where necessaryInc. pickup by us where necessary

Freight (to you)
▪ Freight/delivery costs covered from the supplier/vendor/us to you for repaired/replaced productOnly during warranty period



Inc.delivery by us where necessaryInc. delivery by us where necessary

Other Managed ServicesAD-Hoc Support#1 Bronze#2 Silver#3 Gold

VIP / Event Support
Onsite event support services include:

▪ assistance in event set up, pre-test procedures, real time event support and post event pull down
▪ Covers Audio (microphones, speakers, video conferencing), Video (displays, video conferencing) and Control (DSP, rack equipment, user interfaces


 

Onsite Concierge
We provide dedicated technology experts to support end users with the adoption of workflow technology change & uptake. They can be delivered as an adhoc hourly service, or full time. Typical duties include user training, onsite support staff, assistance in meeting set up, pre-test procedures, real time meeting support. They will monitor room usage, the user experience in each room, & the status of the overall audiovisual solution.


 

Go Live Support
We can place a concierge support person fulltime onsite for the first few days after a solution goes live as a dedicated technology expert to support end users, and who may also return at regular intervals to review space usage and provide additional training and support.


 

Customised Managed Services
▪ Address Book management
▪ Onsite staff
▪ Monitoring
▪ Daily health checks
▪ Reporting (usage, capacity, tickets, performance etc)
▪ Alerts
▪ Config monitoring
▪ Capacity management
▪ Event management
▪ Conferencing monitoring / management
▪ Hosted services
▪ Portal
▪ Backups
▪ Provisioning
▪ Asset ManagementCustomCustomCustom