What is a Professional Services Agreement (PSA)?
All PSA's comes initially with 2 hours of technical support included which also gives you priority access to SWE’s team of experienced technical support engineers, developers and system administrators. The agreement also entitles customers to access the priority support queues with faster initial response times and includes a monthly quota of technical support hours which can be used to have our developers carry out tasks on any products or services hosted with us. By committing to a monthly quota of hours, customers can control costs whilst leveraging our team of experts to assist with managing their services.
For customers with a PSA who are pre-purchasing additional technical support hours for their account, you will receive a 30% discount of our standard hourly rates. This option is only available for customers who are pre-purchasing. If you go over your allocated hours during the month without purchasing additional hours beforehand, you will be charged at the full rate.
Customers who choose not to enter into a PSA can still access technical support from our team, this work is charged ad-hoc at a standard hourly rate ($150*/hr). Please note; the ad-hoc rate is charged in 15-minute blocks, i.e. you use 35 minutes of additional technical support time, you will be charged for 45 minutes. General accounts, billing & provisioning support is still available during business hours and is included free for all customers.
What type of assistance can the support team provide?
Our experienced team of technical support engineers and system administrators can provide technical support for the following issues:
- Resolution for problems detected with websites
- Graphic development
- Virus recovery
- General website administration tasks
- Base installation of third-party applications based on technical documentation or requirements. *Please note that SWE cannot provide ongoing assistance or troubleshooting for third-party applications after the installation has been completed
- General advice and recommendations based on current industry best practices to help you successfully manage your services hosted with SWE
- Assistance with backup and restoration tasks for backup plans purchased with SWE.
- Code development
- Debugging custom software
If you are looking for specific technical support that’s not listed here, please contact us and we can confirm if this is covered for you.
What is the monthly technical support hours quota?
When you contact SWE for technical support, the time that we spend resolving your issue is chargeable to you. If you have a PSA, then the time spent working on your issue will accrue against the hourly quota. After your monthly quota has been consumed, you will be charged for any additional time at the standard hourly rate ($150*/hr).
Can I purchase a PSA, use my technical support quota and then cancel?
SWE’s PSA has a minimum contract period of 12 months. You are free to cancel your Agreement at any time, but early termination will attract a contract break fee. Once your contract period has ended, you may cancel your agreement at the end of the billing period for no charge. We reserve the right to refuse a PSA to any customer that repeatedly purchases and then cancels.
How do I determine the right number of technical support hours for my needs?
We strongly recommend that customers purchase at least 1 hour of time per service. This amount will cover small tasks and issues throughout the month. Customers with business-critical services should consider purchasing 2 or more hours per service. Keep in mind that after the monthly quota is used up, you will be charged a higher rate for technical support.
Do unused hours roll over to the next month?
No. Hours unused in the month are not rolled over and do not accrue.
What PSA packages are available?
Contact our office for a quote based on your requirements. 1800 818 398 (option 1)