IT SUPPORT
ITFR Support plans at a glance
BREAK-FIX
When something breaks we fix it! IT support on a fee-for-service basis. No contract, no commitment.
| SERVICES & INCLUSIONS | Break-Fix | Block Hours | Managed Service |
| Number of Devices | ≤5 | Unlimited | Unlimited |
| Remote Support during business hours | ● | ● | Unlimited |
| Remote Support outside business hours | ● | ● | ● |
| Onsite support | ● | ● | ● |
| Callout fee for onsite support | $125 | $75 | $50 |
| Proactive Monitoring with live fixes | ● | ||
| Live Patching of OS, AV | ● | ||
| Scripting, Automation & Policies | ● | ||
| Reporting | Per Request | ● | ● |
| Guaranteed Response time | ● | ● |
*Only for services covered by your support agreement and warranties and/or faults, please refer to pricing table of your agreement.
MANAGED SERVICES
Our Managed Services will help you simplify management of your IT and allow you to focus on running your business. Through proactive monitoring and support, regular maintenance and health checks we ensure that issues are resolved before they become a problem. For an inclusive fee per device you will receive:
- Unlimited remote support during business hours
- Scheduled maintenance, proactive monitoring
- Onsite support allowance of 15 minutes per device
- Discounted rates and callout fee for onsite support once allowance is reached
Below are the rates for support and services included in your agreement:
| Business Hours: Monday – Friday 7.30AM to 5.30PM | Managed Service |
| Remote support during business hours | Unlimited |
| Onsite/Offsite support outside business hours [*unless extended] | Discounted |
| Onsite/Offsite support during weekends and public holidays [*unless extended] | Discounted |
| Support Callout Fee (onsite) | $50 |
| What incremental charge? | Per 1 min |
| User Primary Managed Workstation (per device) | Request a quote |
| Optional: Secondary Managed WS or Mobile Device (per device) | Request a quote |
| Optional: Extend support to 24/7/365 (per user) * | Request a quote |
| Optional: Physical server with up to 2 VM | Request a quote |
| Optional: Extra Terminal Server Apps & Roles | Request a quote |
| Optional: Managed Network Devices [Router, Managed AP, Managed Switch, Firewall] | Request a quote |
| Optional: Printers, Wireless APs and Switches | $0 |
*Prices exclusive of GST.
BREAK-FIX
The name say it all: when something breaks we fix it. Whether it’s a repair, upgrade or an installation ITFR will get the job done for you. Without ongoing contract fees or long-term commitment out Break-Fix IT support is a fee-for-service support providing IT services only as required and reported by the customer.Break-Fix is only available for small businesses with under 5 devices.
ON-SITE SUPPORT
With off-site support, we remotely connect to a computer or network to instantly help with your problems.
OFF-SITE SUPPORT*
With on-site support, we send a technician or an IT Consultant to your site to either assist with strategising and planning or do hardware repair or replacement.
Below are the rates for support and services included in your agreement:
| Business Hours: Monday – Friday 7.30AM to 5.30PM | Break Fix |
| Onsite/Offsite support during business hours | Per Hour | Request a quote |
| Onsite/Offsite support outside business hours | Per Hour | Request a quote |
| Onsite/Offsite support during weekends and public holidays | Per Hour | Request a quote |
| Callout (onsite) | Flat Fee | $125.00 |
| What incremental charge? | Per 10 mins |
*Prices exclusive of GST.
BLOCK HOURS
Our Block-hour support contracts are ideal for small businesses who have a frequent but not continuous need for IT support. It can also be beneficial to larger organization with internal IT specialists that may require occasional assistance from ITFR experts on complex IT issues or projects. You will be allocated a block of minimum 5 hours per month at a discounted rate for remote HelpDesk support, onsite support, help with projects or however you see fit. IT services are provided as required and reported by customer.
ON-SITE SUPPORT
With off-site support, we remotely connect to a computer or network to instantly help with your problems.
OFF-SITE SUPPORT*
With on-site support, we send a technician or an IT Consultant to your site to either assist with strategising and planning or do hardware repair or replacement.
Below are the rates for support & services included in your agreement
| Business Hours: Monday – Friday 7.30AM to 5.30PM | Block Hours |
| Onsite/Offsite support during business hours | Per Hour | Request a quote |
| Onsite/Offsite support outside business hours | Per Hour | Request a quote |
| Onsite/Offsite support during weekends and public holidays | Per Hour | Request a quote |
| Callout (onsite) | Flat Fee | $75.00 |
| What incremental charge? | Per 10 mins |
*Prices exclusive of GST.