| Service | Basic Support | Mild Support | Extreme Support | Ultimate Support |
| - | Level 1 | Level 2 | Level 3 | |
| SLA Agreement | NO |  |
|
|
| Maximum Response Times | ||||
| Maximum Time waiting for phone call to be answered | 30 minutes | 15 minutes | 10 minutes | 5 minutes |
| Maximum Acknowledgement of support case | 60 minutes | 40 minutes | 20 minutes | 10 minutes |
| Maximum Time onsite / remote support engineer attending to the case | 240 minutes | 145 minutes | 90 minutes | 45 minutes |
| Maximum Total Response Time before action is taken | 330 minutes | 200 minutes | 120 minutes | 60 minutes |
| Support Package Features | ||||
| Access to 1300 Technical Support Line | |
|
|
|
| Access to One Direct Engineer Mobile Number | NO | NO | |
|
| Access to All engineer and Directors direct Mobiles Numbers | NO | NO | NO | |
| Access to third party pager number | NO | NO | NO | |
| Email / online E ticket Support | |
|
|
|
| Monday to Friday 9am to 5pm | |
|
|
|
| Monday to Sunday 24 hours a day | NO | |
|
|
| Push Button remote Hands On support | |
|
|
|
| Diagnose and repair remote Hands On | NO | |
|
|
| Micron21 Support Portal Login | |
|
|
|
| Request for incident report | NO | |
|
|
| Priority level | None | Low | Medium | High |
| Monthly Fee’s | ||||
| Pre-paid hour cost | NOT APPLICABLE | $120 per Hour (9am to 5pm, Mon to Fri) |
$150 per Hour (24 hours, Mon to Sun) |
$250 per Hour (24 hours, Mon to Sun) |
| After Hours Call out Fee | $220 | $100 | $50 | N/A |
| After Hours Spontaneous Support | $330 per Hour (24 x 7) | $150 per Hour (24 x 7) | $150 per Hour (24 x 7) | $250 per Hour (24 x 7) |
All Prices are EX GST
