Pricing Policy

Support and Consultancy Fees

Hourly On-Site Fee:
Minimum one (1) hour per callout, billed thereafter in half hour increments, covering work completed outside our office

Emergency Call Out Fee:
Instant technical response regardless of service agreement status, billed as two (2) standard on-site hours, does not include Hourly On-Site Fee for work completed once technician is on-site

Hourly On-Site Penalty Rates:
+50% of standard rate, regardlesss of service agreement status excepting service agreements with after hours insurance. Applicable on public holidays, Sundays, and work completed outside business hours (8am – 6pm)

Hourly Off-Site Fee:
Billed in half hour increments, covering work completed in our office

Hourly Off-Site Penalty Rates:
+50% of standard rate, regardlesss of service agreement status excepting service agreements with after hours insurance. Applicable on public holidays, Sundays, and work completed outside business hours (8am – 6pm)

Remote Support Fees

Over Phone & Over Email Support:
Billed in 15 minute increments, covering consultancy completed remotely, or support provisioned over the phone or via email

Over Phone & Over Email Penalty Rates:
+50% of standard rate, regardlesss of service agreement status excepting service agreements with after hours insurance. Applicable on public holidays, Sundays, and work completed outside business hours (8am – 6pm)

Remote Support Sessions:
Billed in 15 minute increments, covering support provisioned remotely with an end-user over our interactive remote access support software

Remote Support Session Penalty Rates:
+50% of standard rate, regardlesss of service agreement status excepting service agreements with after hours insurance. Applicable on public holidays, Sundays, and work completed outside business hours (8am – 6pm)

Travel Fees

Mileage Cost:
Billed in 25km increments + hourly rate, applicable to travel greater then 25kms also incurs off-site hourly fees

Overnight Cost:
Billed per night whilst technician working on-site and required to work for multiple days in locations further then 150KMs from our office