Technical Support Agreements
We know that not every customer is the same, we understand that some companies have lots of I.T. some companies have a little I.T. and some companies vary from month to month with their requirements. In light of this we offer lots of different I.T. support agreements, so that you can find the one that suits your company best.
Pay as you Go Agreements
Here we have your basic, "I have no idea how much support I'm going to need, but it won't be much" plan. You pay for what you use and nothing more. If you call us out to fix something, we'll be there within 4 business hours to fix it, then you'll be invoiced and then you'll pay. What else can I say it's that simple.
Hourly Rate = $115 /hour +GST*
*Conditions apply
Pre-Paid variable Agreements
This agreement rolls over from month to month, so you never lose what you put in.* To enter this agreement a minimum deposit of $1000 is required at it's inception, you get a 3 business hour SLA, your hourly rate is lower than Pay as you Go and we just deduct what you've used from your deposit. If you want to continue the agreement you top up your deposit again and we keep coming when you call us.
Hourly Rate = $95 /hour +GST
*Conditions apply
Pre-Paid fixed Agreements
Our Pre-Paid fixed Agreements are exactly what they sound like, an agreement between companies, which spans over a fixed period of time, namely 3, 6, 12, 24 or 32 months. Premiums are completely dependant on your network and support needs. You get excellent benefits like, NO hourly rates for support, hardware and/or software option, discounted rates for new installations, 2 business hour SLA and quarterly network health checks, to make sure your network is in tip top condition.
With all your support costs paid up for the year, no call-out fees, travel time invoices or any hidden costs for support, you can rest assured that it's in our absolute best interests to make sure your company's network runs perfectly. If it doesn't, it costs us time, money, resources and reputation. The only time you pay anything further, is when you're making new additions to your network and new projects that were not originally accounted for in the support agreement.* Sounds refreshing right?
Hourly Rate (Support) = $0 /hour inc GST
Hourly Rate (Installations) = $80 /hour +GST
*Conditions apply
Overview
None of our engineers earn commission for up-selling, spending more time on site than needed, going back on multiple visits or extending a project past it's quoted timeframe. Instead we encourage our engineers to spend as much time on site as is needed to get the job done, and get it done properly so that we don't have to re-visit the same problem again, or anything related to it. We encourage our engineers to up-sell ONLY when the customer needs the product, or could benefit from upgrading to it. We have a systems recycling policy, we make the absolute minimum profit we possibly can on hardware and wherever possible will re-use and revive any existing hardware our customers have with better, less resource hungry software, RAM and Processor upgrades, changing a machines role within the company to one it can still handle easily and many other methods of system preservation that we've learnt over the years. We embrace Open Source technologies as often as possible, to help create a lower TCO (Total Cost of Ownership) to our customers, preventing "vendor lock-in", increasing the awareness amongst businesses of the software available to them at less and more often than not, no cost and to promote the growth of the Open Source Community.
With all the above in mind it's hard to believe we're not saints right? Well I assure you there are very few halos here at Symsys Ltd. What we do have quite a few of though, is people that are very passionate about what they do, who believe a customer is someone you look after, not squeeze what you can from. Our staff are chosen because they have the same mindset as the people who run Symsys Ltd, the customer really does come first, profit is never the bottom line, you're not neccessarily only as good as your last sale and there's a lot more to life than a fist full of dollars more.
