AUSTNET NETWORK & COMMUNICATIONS  CONTRACT SUPPORT & SERVICES
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Australia: Melbourne, Sydney, Brisbane, Adelaide, Canberra, Perth, Gold Coast New Zealand: Auckland & Wellington

Service Description                 ALL services are delivered by qualified, expert and experienced IT Engineers.

Fully Managed IT Services      
Tailored for each customer site. Priced per device according to site requirements, level of service and SLA.
Austnet deploys software to manage, monitor and maintain ALL devices incl: Desktops, Servers, Firewalls, AV, etc, and undertake the full range of computer maintenance, trouble shooting, help desk, and IT services. Service is delivered onsite or by remotely access by Engineers by way of software management applications. Cost is set at a monthly rate.

Support Contract Are paid in advance and come with a Standard Service Level Agreement as part of that contract. These SLA’s can be negotiated and tailored to meet the needs of a client. With an SLA clients can demand performance from Austnet.

Corporate Support Contract ~ Monthly On-Site.   12 Month Maintenance Contract, Paid Monthly in Advance:                    Retainer: Priced from 2 Hours per week. We manage and maintain your Servers, Network and Systems

System Health Check Contract.                          12 Month Maintenance Contract, Paid Monthly in Advance:
Weekly remote login to your site and check the key system components health of the File Server, Backup, System Resources, Anti Virus etc. Single site / Single server. Others variations by negotiation. Monthly reports. Other On-Site visits and ALL other work undertaken on a time based support contract (a contract MUST be taken out with this).

System Health Check Plus Contract.                   12 Month Maintenance Contract, Paid Monthly in Advance:
As above but with 1 x On-Site (30 min of CBD) visit per month. All other work billable under a support contract (A Support Contract MUST be taken out with this).

Level 2 ~ Time & Materials based Support Contract: IT systems & Network Maintenance Support.
LAN/WAN, Servers, Network OS (NetWare, Windows, Linux, Citrix ),Mid-Level Security, eMail, Apps & Network Management, Comms, etc                                                                         Available and priced in 20,30,40,80 and 100 hour support blocks

Level 3 Support  A high support and consultancy that requires superior levels of skill, training, experience, professionalism &/or diligence. This includes technology such as Citrix Enterprise, Novell / Windows Server Cluster, LAN / WAN QoS, VoiP, Infrastructure Design, Directory (NDS/AD), Configuring Firewall, Security, Disaster Recovery which involves undertaking Installation, Configuration, Maintenance and Support Work.                                                                                                                     Priced on a loading on existing contract rates.

Casual Support                                              Casual Ad Hoc purchases comes with ONLY a “best efforts” Service

Casual Support is billed on an hourly basis and is undertaken on a “best efforts” basis only, with no performance or service delivery guarantees offered.

Casual Soho networked  PC's Level 1 Support (No Server) 

Casual  Stand alone PC Level 1 Support

Casual Level 2 Network Support (LAN/WAN, Server, Windows/NetWare/Linux/Citrix OS, Security, Apps,  Management, Comms, etc)

Internet Gateway Security:
7x24x365 Monitoring and Management, Proactive Unified Threat Management include: Firewall, Antivirus, Anti Spam, Anti Spyware, Intrusion Detection and Prevention, URL Filtering, VPN, QoS, DMZ, Full Reporting Capability.       

Network Monitoring:
Austnet have various vendor agnostic network monitoring tools for WAN & LAN Network Devices, Applications, Servers, Routers, Switches. Monitoring is proactive i.e. Reports by SMS or eMail when thresholds are exceeded.

DRP Snap Shot Service:
Backup snap shot image  of each Server refreshed monthly. A snap shot can enable a Server to be restored in less than 1 hour from a catastrophic failure. Austnet will keep a current image of each Server so that in case of any disaster a server system recovery will be reduced to minutes rather than 4/ 8 hours   

Specialized Vendor Support:
High level support & consultancy that requires specialist Vendor Certification. Includes: EMC, HDS, VMware, Cisco, etc.

Application Development & Programming:                    Rates advised or system quoted
 MS SQL Database, MySQL, .Net,  PHP,  VB, Crystal, Access, Specialist system & Internet development 

Projects                                                                              Cost  negotiated on a case by case basis

Strategy Planning and Consultancy (Senior Consultant) minimum                          Rates advised or quoted

Project Management  &  I.T. Consultancy                                                                                       Rates advised or quoted                          

High level technical & business e commerce consulting & support

                Rates advised or quoted

Vendor (e.g. Microsoft, CA, CISCO, EMC, Citrix, & Novell, etc) logged incident support/problem

Costs advised : (non Urgent - Urgent)

Contract & Semi Permanent Staffing Placements
Charge Rate is dependant upon skill level of engineer required, skill level of the work/tasks, responsibility and contract length.
Support staff available at level 1 basic tech & help desk as well as levels 2 & 3 as outlined above     Rate Upon Negotiation