10 Premium Support Hours

▪ Block Hours are prepaid. Casual rates will be billed until funds clear.
▪ Minimum onsite charge is one hour. After the first hour, time is billed in fifteen-minute segments
▪ Telephone and remote support is billed in 15 minute segments.
▪ Response times are generally within 2 hours, but no guarantee is made as to response times during emergencies.
▪ Renewal invoices are sent prior to blocks expiring and must be paid prior to use or casual rates will be charged.
▪ Block hours are for service, maintenance, support and project management and are not redeemable for other purchases.
▪ Contract period is 12 months. Contract may be opted out by either party with prior written notice of one month.
▪ Block hours have a 1 year expiry date.
▪ Prepaid accounts are given priority service over casual accounts.
▪ All casual hours are billed with a 7 day settlement.
▪ Business hours are defined as between 9am – 5pm Monday to Friday. (Weekends negotiable at time contract is signed)
▪ After hours is defined as outside of business hours. Rate for out of hours work is $275 charged in 30 mins blocks after the first hour.
▪ *Call out time may be modified for distances greater than 20kms from point of origin. Paid parking will also be charged to the client.