ALL of Austnets Support Contracts come with an SLA

Support does NOT include sales meetings but does include technical or project planning

LEVEL 1 SUPPORT:

Basic workstation and Std applications (eg Ms Office) PC / Computer hardware, Help desk, Support

LEVEL 2 SUPPORT:

Any support that a qualified and skilled network professional can undertake. This includes Server installs (Windows, Exchange, SQL, Novell, Suse Linux, GroupWise, Exchange, Internet, IT, Server and Network Health  Checks, etc.).

• Creating project plans for roll out of level 2 projects including research
  

• Any network or IT utility program (eg. Network Anti-Virus, Anti-Spam, ARCserve Backup, Backup Exec, Snapshot software etc.)
• CP/IP network configuration (may not include Internet problems)
• Installation of productivity software (eg. Microsoft Office, Project, Visio, etc)
• Workstation connectivity.
• Set-up network switches (Does not include VLAN, QoS, Routing, VoIP, etc)
• Set up of Network applications (e.g. ZENworks, MS SMS,
• Set-up of Internet gateway routers and medium-level firewalls.
• Installation and configuration of service & security.
• Operating System upgrades & eMail System upgrades.
• System Health Checks
• Problem shooting of the above products / systems
• Project Meetings NOT including actual consultancy or utilization of high level IP (Intellectual property) which is level 3
• Any other issue or problem that fits into the general description.

LEVEL 3 SUPPORT:

Level 3 Support is a high level support or critical support and consultancy that requires superior levels of skill, training, experience, professionalism &/or diligence. This includes where an issue is escalated to an Austnet engineer by a competent client Level 2 IT support person to resolve.

This includes areas such as:

• Virtualization: VMWare, Suse Xen, Citrix Xen Server,Windows Hyper-V

• LAN / WAN QoS.
• VoIP.
• Identity management (IDM)
• Specialist programming or development (eg IDM, System monitoring)
• Infrastructure redesigns (i.e. reconfig’s or repair of eDirectory, AD or Network infrastructure)
• Meta Directory (NDS/AD).
• Network Management
• Installation of high end solutions such as SAN’s, Vitualization, etc
• Disaster recovery
• Firewall configuration, migration, Config issues, & Security.
• Complex UTM, gateway and routing rule set-up.
• Complex gateway security (including complex anti-spam, intrusion detection and intrusion prevention.
• Mobile gateways (Blackberry’s, Exchange, GroupWise, WAP, etc.)
• Any troubleshooting of the above (level 2 or 3).
• IT system problem/fault analysis & resolution.
• System Migrations (eg OS or eMail, etc )
• Infrastructure consultancy
• Any other issue or problem that fits into the general description of high level technical support

LEVEL 4 SUPPORT:

Level 4 is Expert Consulting and Professional Services