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Support Contract Options

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Support Services Descriptions

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for Support Contract Pricing that will meet your requirements.

AUSTNET SERVICE CONTRACTS

AUSTNET offers support and maintenance contracts that are based on a time model. Our standard advance purchase Support Contracts are available in 20, 25, 40, 50, 80, 100 hour blocks. Service Contracts tailored to meet clients' needs can also be negotiated. 

Requirement & Loadings
Std Rates apply between: 8:30am & 5:30pm on normal week days or as arranged
After hours: 5:30pm to 8:30pm the rate will be at a 50% loading
8:30pm and 8:30am at a 100% loading (ie double time).
Weekends & Public Holidays: Saturday 9:00am - 12:00pm 50% Loading (ie time + half ). All others Times at 100% loading (ie double time).
Xmas, Boxing & Easter Days: Triple time rate
Minimum charge out time: 1 hour minimum charge out for all jobs
Time Blocks: After 1 hour, Time charged in 15 Minute/¼hour blocks (rounded up).
Telephone Support: Minimum of 15 Minute (¼ hour) Blocks
Disbursement Charges: Phone & Internet time, couriers, freight, travel, car parking, rental of equipment used accommodation Incidents raised with vendor, etc
Travelling time Half of the hourly rate.
Project Management & Meeting time: Planning & project management meetings and all project co-ordination tasks are chargeable
Emergencies Where ASG Engineers are required to drop everything & attend to a client problem immediately: 100% Loading with a minimum charge out of 2 hours.
Project payments: Where a project has an extended timetable, clients are expected to make progress payments in advance.
Evaluation or Pilot Systems: If AUSTNET installs any pilot or test systems it reserves the right to charge at full contract rates and to charge for rental use of any equipment involved, whether or not the evaluation, pilot or evaluation is purchased or implemented.
Research and Meetings: Research on client issues and project & technical meetings are chargeable.
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