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Support Agreements are available on request - simply put the Client purchases a Support Agreement for a set number or block of Units at a reduced rate, of IT Support with guaranteed response times.
The Agreement is formulated in such a way that the Client can determine the block of units purchased; determine, manage and modify the type and frequency of the Support; the assigned IT Technicians; and the Administrative procedure to be followed by our IT Staff. All rates, service categories, and service type unit weightings are listed and transparent. The Support Agreement activates on payment and can be terminated within a one calendar month notice period. Comprehensive statements are generated and submitted monthly.
Upfront Payment and Support Agreement Unit Rate: R310.00. Exc. VAT
Standard Services Unit Rate: R360.00 Exc. VAT
Transit, made up of a separate AA/Fuel and Time Component will be charged and invoiced per km per technician.
Advanced support and maintenance includes:
Microsoft based server and server services; Linux based server and server services; certain network services; software application support including Pastel Accounting; PDA, Blackberry and cell phone integration; Mac services; software development; web development.
| | Unit Rate during *Office hours: 1.2 |
| | Unit Rate after **Office hours: 2.4 |
| | Unit Rate for ***Discretionary Saturday, Sunday, Holidays and Public Holidays: 3.6 |
| | Off-site Unit increments and/or minimum Unit charge: 1.2 |
| | On-site Unit increments and/or minimum Unit charge, excluding the Transit Rate if applicable: 1.2 |
General Desktop support and maintenance includes:
Microsoft based desktop workstation and notebooks; Microsoft, Symantec and additional discretionary desktop workstation and notebook based software; desktop workstation and notebook peripherals; Microsoft based desktop ADSL installation and services; revolving depleted ADSL account services.
| | Unit Rate during *Office hours: 1 |
| | Unit Rate after **Office hours: 2 |
| | Unit Rate for ***Discretionary Saturday, Sunday, Holidays and Public Holidays: 3 |
| | Off-site Unit increments and/or minimum Unit charge: 0.5 |
| | On-site Unit increments and/or minimum Unit charge, excluding the Transit Rate if applicable: 1 |
General Network cabling support and maintenance includes:
| | Network cabling; network switch; and cabinet infrastructure. |
| | Unit Rate during *Office hours: 1 |
| | Unit Rate after **Office hours: 2 |
| | Unit Rate for ***Discretionary Saturday, Sunday, Holidays and Public Holidays: 3 |
| | On-site Unit increments and/or minimum Unit charge, excluding the Transit Rate if applicable: 1 |
Non-Technical services includes:
Management support, presentations and Client meetings; research; and technical reports and specifications.
| | Unit Rate during *Office hours: 1 |
| | Unit Rate after **Office hours: 2 |
| | Unit Rate for ***Discretionary Saturday, Sunday, Holidays and Public Holidays: 3 |
| | Off-site Unit increments and/or minimum Unit charge: 0.5 |
| | On-site Unit increments and/or minimum Unit charge, excluding the Transit Rate if applicable: 1 |
* Office Hours are defined as being between 09:00 to 17:00 Monday to Friday, excluding Holidays and Public Holidays.
** After Office hours are defined as being before 09:00 and after 17:00 Monday to Friday, excluding Holidays and Public Holidays.
*** Services requested by the Client on Saturday, Sunday, Holidays and Public Holidays will be delivered at the sole discretion of, and consent of the Supplier.
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