If a business or organization has a support contract or an SLA with Austnet, and request for support, attendance is defined by the following criteria:

• Response Level 1:
  
  
  • STD
    
    
    • An issue or task problem or there is a task like a new install or update
      
      
    • A time is scheduled convenient to user and Austnet

• Response Level 2:
  
  
  • URGENT
    
    
    • A business function has failed or is causing problems but business is still able to operate.
      
      
    • Depending upon the extent of the problem attendance with in 4 hours,
      
      
    • or remote access
      
      
    • or at a time schedual convenient to user and Austnet
      

  
  
  
• Response Level 3:
  
  
  • CRITICAL:
    
    
    • IT Systems have failed, business is unable to operate, users cannot work, or meet critical time lines
      
      
    • So long as it is within Austnet’s control
      
      
    • Austnet engineers treat it as URGENT and will disengage from their current activity and attend the site ASAP.
      
      
    • Support will be immediate
      
      
    • Austnet will assist over the phone or remotely.

    
    
    
  • OR If the Directors or Partners (reasonably) demand immediate attention
    
  
  
  After Business Hours:
  
  
  • Austnet’s support approach is that when undertaking work on a customers System, Austnet will always endeavour to be sensitive to user’s operational needs and minimize the effect on Users, especially to the extent that they will not have to endure more “system down time” than is absolutely necessary. This often requires that critical work is undertake outside business hours. If the customer requires this then, it will attract an “after hours” rates.
  • If there is a level 3 request for support ( i.e site down") Austnet personnel will be on site to undertake IMMEDIATE support
    
    
  
  

  Conditions for providing Support:
  

  • Customers MUST be in credit in their support contract
    
    
  • Service and Support demands should not be made of Austnet customers support block or maintenance is in arrears or is unpaid.
    
    

Austnet retained the right to refuse support until support contracts are in order.