Support Services
We have a support package to suit your needs! How much do you need?Remote
Remote support- Remote incident response (per half hour)
- Telephonic, email or remote access service
- No Call Out Fee
- No contract or continued obligation
- No risk evaluation of our services
- Best effort service
- Rate includes VAT
Incident
Per incident support- Per incident response (for first hour)
- Telephonic, remote or on-site support service
- Call Out Fee (may apply – please enquire)
- No contract or continued obligation
- Pay additional hours at Standard Rate (see below for details)
- Rate includes VAT
Retainer
Retainer contract- Ongoing support with proactive maintenance
- Telephonic, remote or on-site support service
- No Call Out Fee
- Monthly retainer contract for set number of hours (maximum 10)
- Pay additional hours at Standard Rate (see below for details)
- Rate includes VAT
Managed
Managed service- Ongoing support with proactive maintenance
- Telephonic, remote or on-site support service
- No Call Out Fee
- Managed services contract for set number of devices and systems (minimum 10)
- All inclusive fee for budgeted monthly spend
- Rate includes VAT
Remote Support
Easy remote support option when you need a quick fix. So long as your issue isn’t one that has had NASA engineers stumped for 6 months, if it’s within our powers to rectify it, we will. We will also use this time to familiarise ourselves with your environment and make recommendations where necessary. And this is your opportunity to test us out and see what we do.
Terms and Conditions
- Remote service will be scheduled at convenient time for client and technician
- Limited to availability of service technicians during working hours only
- Service will be provided at our discretion, either telephonically, remotely or via email
- Hardware, software and consumables billed for separately
- Problem resolution is not guaranteed (but we will obviously do our best!)
Incident Support
You call us when you need us and we will come to your premises and immediately ease the suffering and attend to the wounded. Alternatively, if the situation permits, we will login remotely and fix the problem that way.
This is a great way to have I.T. expertise at your fingertips without any obligation on your part. We do however recommend a Retainer Contract if you expect to use us more than once per month.
- Services billed per hour or part thereof
- Visits to customer premises outside of greater Johannesburg region by arrangement only
- Service will be provided at our discretion, either telephonically, remotely or in person
- Hardware, software and consumables billed for separately
| STANDARD RATE | AFTER HOURS RATE | CALL OUT FEE |
|---|---|---|
| R800 ex VAT per hour | R1,000 ex VAT per hour | R200 ex VAT per call out* |
| * Within greater Johannesburg region |
Retainer Contract
For the small enterprise we offer a selection of retainer contracts with discounted Retainer Rates and no Call Out Fees. We do proactive maintenance even when no problems arise, ensuring that you have minimal downtime.
The value of being proactive with maintenance on desktops and servers cannot be understated. This alone will reduce the number of break-downs and problems that you experience each month. If you want that peace of mind, do consider this option.
Terms and Conditions
- Services billed monthly in arrears
- Visits to customer premises outside of greater Johannesburg region by arrangement only
- Service will be provided at our discretion, either telephonically, remotely or in person
- Hardware, software and consumables billed for separately
- Unused Retainer Hours do not roll-over to the next month
- Hours in excess of the Retainer Hours are billed for at the Standard Rate
| RETAINER HOURS | RETAINER RATE | AFTER HOURS RATE | CALL OUT FEE | MONTHLY TOTAL |
|---|---|---|---|---|
| 3 Hours | R620 ex VAT per hour | R1,000 ex VAT per hour | Included* | R1,860 ex VAT per month |
| 5 Hours | R620 ex VAT per hour | R1,000 ex VAT per hour | Included* | R3,100 ex VAT per month |
| 10 Hours | R620 ex VAT per hour | R1,000 ex VAT per hour | Included* | R6,200 ex VAT per month |
| Additional hours are billed at the Standard Rate. For larger contracts see Managed Services below. | ||||
| * Within greater Johannesburg region | ||||
Managed Services
For the larger enterprise we offer a comprehensive Managed Services contract with no Call Out Fees or Hourly Rates, meaning you can budget and count on your allocated I.T. spend.
An all inclusive monthly fee is calculated based on the number of computers, servers, printers and locations, and this covers all day-to-day I.T. support needs apart from consumables, new purchases of hardware and software, equipment maintained by third parties and any after-hours activity.
If you are interested in this option please contact us for a full and free assessment of your IT infrastructure and we will provide you with an accurate quote. Below is an example of a managed services contract for a small firm with 1 Windows Server, 10 computers, a simple LAN, Internet connection and office printer:
Terms and Conditions
- Services billed monthly in arrears
- Visits to customer premises outside of greater Johannesburg region by arrangement only
- Service will be provided at our discretion, either telephonically, remotely or in person
- Hardware, software and consumables billed for separately
- Service Level Agreement for maximum response times and escalation procedures
| DEVICE | DESCRIPTION | UNITS | RATE | TOTAL |
|---|---|---|---|---|
| Workstations | PCs / Laptops | 10 | R500 ex VAT | R5,000 ex VAT |
| Servers | Windows Server Standard | 1 | R1,000 ex VAT | R1,000 ex VAT |
| Routers/Firewalls/VPN/RAS | ADSL Router with Wireless AP | 1 | R200 ex VAT | R200 ex VAT |
| LAN/WAN Segments | Local private network | 1 | R100 ex VAT | R100 ex VAT |
| Office Automation | Multi-function print/copy/scan/fax unit | 1 | R200 ex VAT | R200 ex VAT |
| Travel / Call Out Fees | Included * | 1 | R0 ex VAT | R0 ex VAT |
| Miscellaneous Items | None | 0 | R0 ex VAT | R0 ex VAT |
| * Within greater Johannesburg region | SUB-TOTAL: | R6,500 | ||
| VAT: | R975 | |||
| TOTAL: | R7,475 | |||