Austnet - IT Managed Services and Support...

Contract Support Services

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

Australia: Melbourne, Sydney, Brisbane, Adelaide, Canberra, Perth, Gold Coast
New Zealand: Auckland & Wellington

AUSTNET NETWORK & COMMUNICATIONS CONTRACT SUPPORT & SERVICES PRICING
Rates advised or system quoted

Standard Service Level Agreement (SLA) *

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Service Description

Service Description

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

Full IT Managed Service

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 remotely by Engineers by way of software management applications.

Cost is set at a monthly rate.

Support Contracts

Support Contracts are purchased in advance 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

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

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.

Other 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

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 Support Contract

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 Contract

Level 3 Support is a high level 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 Contract

Casual Support
Casual Ad Hoc purchases comes with ONLY a �best efforts� Service.

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

Casual Soho networked PC�s (No Server) Level 1 Support
Casual Soho Stand alone PC Level 1 Support

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

Internet Gateway Security

7x24x365 monitoring and management, Unified Threat Management include. Firewall, Antivirus, Anti Spam, Anti Spyware, intrusion detection and prevention, URL Filtering, VPN, QoS, DMZ, full reporting capability, etc

Network Monitoring

Austnet have various vendor agnostic network monitoring tools for WAN & LAN network devices, applications, Servers, Routers, Switches.

Monitoring is proactive i.e. when thresholds are exceeded.

Reports by SMS or eMail, etc.

DRP Snap Shot Service

Backup snap shot image of each Server, refreshed monthly.

Snap shotting enables 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 quoted on a project basis

MS SQL Database, MySQL, .Net, PHP, VB, Crystal, Access, specialist system & Internet development

Projects

Cost negotiated on a project 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 calls
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 skill level & Help Desk level a as well as level 2 & 3 level above

Rate Upon Negotiation

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