Service Agreements

Service Agreements

Our Partnership Agreements provide our clients with tailored support based on their organisational needs and business drivers. Our Partnership Agreements include guaranteed response times, free phone support and a preferential rate all based on our proactive monitoring/ maintenance model. As each site is unique and individual Partnership Agreements are tailored to suit your specific requirements.

Benefits:

	Ategra will be available to your organisation during normal business hours, Mon – Fri, 8:30 – 5:00 pm.
	Weekend and after hours work by arrangement.
	Ategra will provide a lower hourly rate. The Partnership rate is $110 per hour excluding GST during business hours.
	Outside normal business hours, weekends and public holidays the rate is $165 per hour excluding GST.
	We will respond to all service requests in a timely manner. This covers faults and installations as well as sales enquiries.
	Priority service levels will be applied to any service requests made. There are three levels of service request. Ategra will endeavour to meet the following response guidelines as set out in the Service Delivery section.
	Problem Escalation. Your service request will be entered and tracked by our Ategra Job Management System. We will own and manage all service requests through to resolution. Priorities will be managed accordingly.
	All service requests will be tracked and information provided with month end billing.
	Access to qualified and experienced engineers. In addition, Ategra will assign a client relationship manager to your site.
	Access to Ategra best practice and best of breed methodologies.

Ategra uses the following model for determining the best Partnership Agreement:

i Monthly Administrative Duties – These are set monthly maintenance tasks and proactive support relative to the size and complexity of the site. This is a predefined number of hours per month to ensure your systems stay secure, reliable, and robust. Includes service and security patches, backup checks, anti-virus updates, etc.

ii Additional Ategra services – (Optional components as required), such as project management, development, audits, documentation, security audits, swap-out hardware, disaster recovery etc