Service Charges

	Response Type	Response Time¹	Hourly Rate ²
Server & Network Infrastructure	Priority Telephone	15 Minutes	$95.00
Server & Network Infrastructure	Priority Remote Access	30 Minutes	$105.00
Server & Network Infrastructure	Priority On-Site Response³	1 Hour	$125.00
Workstation or Peripheral	Telephone	1 Hour	$84.00
Workstation or Peripheral	Remote Access or Workshop	1 Hour	$85.00
Workstation or Peripheral	Same Day On-Site³	8 Hour	$95.00
Training	Onsite & Offsite	As Required	$125.00
Documentation	Onsite & Offsite	As Required	$95.00

¹ NORAC makes every endeavour to meet the listed response times and exceed customer expectations. However circumstances outside our control may prevent this and no liability for loss or damage caused by these delays is accepted. ² Quoted hourly rates are inclusive of GST. ³ Onsite response times quoted are correct for Brisbane City Area, and onsite response times for other areas may need to be negotiated.

Variations to support for individual clients are available. We encourage clients to communicate their expectations to us so that we can meet and exceed those expectations i.e. there may be users that require faster response than those times listed. Service support upgrades are also available.

Support Agreements may include some of the following services at reduced rates or free of charge. These can be customised per client, per site.

For quality control purposes NORAC recommends and will normally only configure support agreements to take calls from 2 nominated people per client site.