Digital Quay Published Support Rates
Unless a client has negotiated different rates on an individual support agreement or as part of their original contract as agreed on a DQ Order Confirmation Form (OCF), all clients who have signed an OCF with Digital Quay to provide solutions who subsequently require technical support are liable to pay for all hours that our staff spend on support, irrespective of the nature of the support.
Our charges change from time to time and are published on this page of our website at all times so that any bills can be confirmed against these published rates.
Our structure is very simple - we have two fees, one for on-site support and one for remote support.
Any client not on a support plan or who has not committed to being billed for support when they purchased services or software from us will never be billed support without prior arrangement.
Digital Quay may refuse to provide support to any client who is required to order support as needed if the nature of the incident is urgent but the client refuses written authorisation for us to proceed with any support work.
Support charges are different from any change requests, customisation fees, project fees and like charges that would form part of a new project or modification, enhancement, upgrade or like works all of which are agreed to in advance using a new and separate DQ Order Confirmation Form (OCF).
Fore more contact us anytime.
Last Published
1 January, 2011.
These rates are valid for all support services billed as of 1 January, 2011.
On Site Support
For Australian clients outside of the Melbourne CBD, a minimum 6 hour charge is levied and the client must pay for all reasonable travel charges.
Charge per hour: AUD 330.00.
Remote Support
Remote support (telephone, email, remote login) is charged at this rate.
For clients outside of the Melbourne CBD area, remote access to the server is mandatory – no support is provided by DQ for any DQ client that does not provide remote access to the server.
Business hours are defined as 9am to 5pm AET/AEDT Monday to Friday, excluding Victorian Public Holidays.
After hours support plans are offered to clients who need them (at additional cost and negotiated based on client needs at time of confirming the order).
Charge per hour: AUD 235.00.
All charges exclude GST and reasonable travel costs charged at cost.
Clients of our offices in Singapore and Jakarta typically pay different support rates and in different currencies, please refer to your OCF for details or contact us anytime for more details about support agreements outside of Australia.