Service Charges

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SERVICE CHARGES >

	Response Type	Response Time¹	Hourly Rate ²
Workstation or Peripheral	Telephone/Remote Access/Workshop	Pre-booking	$95.00
Workstation or Peripheral	Telephone/Remote Access/Workshop	Response within 1 Hr	$145.00
Workstation or Peripheral	On-Site	Pre-booking	$145.00
Workstation or Peripheral	Same Day On-Site³	8 Hour	$165.00
Server & Network Infrastructure	Telephone/Remote Access/Workshop	Pre-booking	$145.00
Server & Network Infrastructure	Same Day OnSite³	Response within 4 Hrs	$185.00
Server & Network Infrastructure	Priority On-Site Response³	1 Hour	$225.00
Training	Onsite & Offsite	As Required	$185.00
Documentation	Onsite & Offsite	As Required	$185.00

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. Pre-booking refers to a confirmed appointment 2 working days prior to requirement. 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 a requirement for faster response than those times listed, and service support upgrades are available.

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

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