Support Plans

Technology infrastructure, such as servers, networks and PCs, needs regular maintenance and tuning to keep it running well. Software updates, capacity planning and performance monitoring help you get the most from your IT infrastructure. Datatech Solutions’ responsive technical support services provide support when you need it.

Datatech Solutions offers 4 IT network maintenance plans designed to keep your IT environment running efficiently. Service agreements provide a mechanism for response times, proactive monitoring of critical infrastructure, the daily review of core health metrics, scheduled server and workstation maintenance and discounted support and implementation services.

Support Inclusion	Adhoc	5 Hours Prepaid Mth	10 Hours Prepaid Mth	30 Hours Prepaid Mth
Plan Price	$120 hr	$575 Mth	$1,050 Mth	$2,850 Mth
Support Period	9am - 5pm Mon - Fri	9am - 5pm Mon - Fri	7am - 6pm Mon - Fri	7am - 10pm Mon - Sun
Call Out Response Time
Onsite	8 hours	4 hours	4 hours	1 hour
Remote	8 hours	1 hour	1 hour	30 mins
2 Hour Response Call Out Fee	$90	$90	$90	N/A
1 Hour Emergency Call Out Fee	$150	$150	$150	N/A
Desktop Installations and Upgrades
Server Installations and Upgrades
Hardware & Software Procurement
Adhoc systems faults/failures resolution
Proactive Server Health Checks		Monthly	Fortnightly	Weekly
Check Server Log Files
Security Patch Management
Check Hard Disk Space
Check core file and folder permissions
Monitor intrusion detection logs
Check complete security logs
Advise software and hardware upgrades
Check application functionality
Backup virtual servers
Proactive Desktop Health Checks		Monthly	Fornightly	Weekly
Security Patch Management
System defrag and performance monitoring
Antivirus and Spam Management
Disaster Recovery Support		$115 hr	$105 hr
Manage Internet & VPN Connections
Standby Windows Server (Disaster Recovery)^	$15 / wk* $25 / wk**	$15 / wk* $25 / wk**	$15 / wk* $25 / wk**
Internet Usage Monitoring and Reporting^^

^ Standby server available on site within 1 hour
^^ Requires the purchase and installation of third party monitoring software
* Windows Small Business Server 2003 R2
** Windows Small Business Server 2008 - Standard or with Windows 2008 R2 Hyper V

Terms Overview

• All urgent issues will be dealt with as rapidly as possible for all clients, but Datatech Solutions reserves the right to enforce the above service level conditions where a conflict of service exists.

• Payment is required prior to the commencement of any given period. Work undertaken when payment has not been received will be charged at the adhoc rate.

• Pre-paid hours cover all IT network support – computers, servers, network infrastructure and printers.

• Software application development will be quoted separately to the prepaid support plans upon agreement between both parties.

• A month is a calendar month.

• Unused hours on any pre-paid support plan will not be carried over to new prepaid periods.

• Billable hours recorded in excess of the 5 pre-paid hours plan, within a given period, will be charged at the rate of $115/hr.

• Billable hours recorded in excess of the 10 pre-paid hours plan, within a given period, will be charged at the rate of $105/hr.

• Billable hours recorded in excess of the 30 pre-paid hours plan, within a given period, will be charged at the rate of $95/hr.

• Billable time will be charged in 15 minute increments.

For detailed terms and conditions of service, please request Datatech Solutions’ Information Technology Maintenance Agreement