Prepaid Support Packs
“Support Packs” provide an extension to our customer’s technical resource, complementing their existing in-house capabilities or assisting where there are resource shortfalls. For smaller clients that have very limited or no in-house technical resources our Support Packs act as a virtual in-house service.
In any organisation whose business is dependant upon its data network, there are a number of functions that should be performed to promote effective and efficient operation of that network. The methodologies adopted by our consultants have been proven through our experience and ability to deliver along with being defined within the IT Infrastructure Library (® ITIL).
With Winthrop Support Packs businesses can control their IT spend helping control technology budgets. Available in pre-paid blocks of 20+ hours our Support Packs provide clients with on-demand IT network support when and where they need it.
The following describes pre-paid support program.
- Priority response is provided for all critical server related on-site service calls and will be attended to within the below time frames:
Critical Server Issues Response Times:
Maximum four (4) hours phone response during normal business hours
Maximum eight (8) business hours on-site response during normal business hours
Standard Service Response Times:
Maximum eight (8) business hours phone response during normal business hours
Maximum forty-eight (48) hours on-site response during normal business hours
- Hours are purchased in 20 hour blocks at the below rates.
- Prepaid block hours are valid for a period of 12 months, however three months before the expiry date of the contract, the client will be contacted by Winthrop Australia via letter and reminded that the contract is due to expire. If the customer purchases additional support hours at this point, the remainder of the existing block hours will be transferred to the new contract.
- Minimum charge is for one (1) hour, 1st hour on-site is charged at 1.5 times the below education rate.
- Normal business hours are defined as 8.30am – 5.00pm, Monday – Friday, and exclude Public Holidays.
- Remote access engineering support will be charged at standard rates excluding the minimum one (1) hour charge, and will not incur the first hour charge as described above.
- Customer will be credited 2 prepaid hours, if service Level in terms of response times is breached. This Penalty only applies to critical issues like server or total network failure.
Starter Packs:
Commitment to any IT Service provider is a major decision and should never be taken lightly. Winthrop Australia understands the need for clients to be certain in their choice of such a partner and have therefore developed Service “Starter Packs”. A 10 hour starter pack is your insurance to confirm that Winthrop Australia has the ability to exceed expectations in supporting the needs of your Information Technology.
Out of Hours Support:
After hours support times will carry no response time guarantees, however should there be a requirement an engineer will be dispatched as quickly as possible. The below penalty rates do apply for out of business hours support.
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After Hours Support Charges |
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Monday to Friday charge per hour for out of business hours support |
One and a half (11/2) times the above hourly rate |
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Saturday/Sunday |
Two (2) times the above hourly rate |
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Public Holidays |
Three (3) times the above hourly rate |
“Flexible, convenient, on demand network support”.
Call us now to have a consultant discuss the opportunity for Winthrop Australia to “Exceed Expectations” with our Support Packs.