Support Program Technical Support Times Pro Support $150/ hour + GST min 6 hours/ month. Premier Support provides high-touch exemplary IT support to our top-tier customers, through personalized and effective service executed through an account-dedicated Support Account Manager ( SAM ) who will assist you from the very beginning of the case until it is completely resolved. Phone/web/SAM Phone/ Web 7am - 9pm SAM - Support Account Manager Mon — Fri 8 am — 8 pm Established Support $150/ hour + GST min 4 hours/ month. Production Support program provides extended support hours for remote software support services and fast response times for critical issues. To receive Production Support, all --- define terms here Phone/web Phone/ Web 7am - 9pm Onsite NBD Start-Up Support $150/ hour + GST min 2 hours/ month. Basic Support program provides remote software support services during business hours as defined below, along with upgrades and updates to the products. Phone/web Phone/ Web Mon — Fri 9 am — 5 pm Onsite TBA

Initial response / Time to site Severity 1 30 Min/ 4 BH 1 Hour/ NBD 2 BH/ AC Severity 2 30 Min/ 4 BH 3 Hour/ NBD 8 BH/ AC Severity 3 30 Min/ 4 BH 6 Hour/ NBD 12 BH/ AC Severity 4 30 Min/ 4 BH 8 Hour/ NBD 24 BH/ AC AC - Additional Cost includes after hours $250/ hour + GST BH - Business Hours, Mon - Fri, 9am - 5pm $150/ hour + GST NBD - Next Business Day $150/ hour + GST All on site AH - after support at $250/ hour, will be deducted from pre purchased hours or at additional cost.

Support Program Technical Support Times Pro Support $150/ hour + GST min 6 hours/ month. Premier Support provides high-touch exemplary IT support to our top-tier customers, through personalized and effective service executed through an account-dedicated Support Account Manager ( SAM ) who will assist you from the very beginning of the case until it is completely resolved. Phone/web/SAM Phone/ Web 7am - 9pm SAM - Support Account Manager Mon — Fri 8 am — 8 pm Established Support $150/ hour + GST min 4 hours/ month. Production Support program provides extended support hours for remote software support services and fast response times for critical issues. To receive Production Support, all --- define terms here Phone/web Phone/ Web 7am - 9pm Onsite NBD Start-Up Support $150/ hour + GST min 2 hours/ month. Basic Support program provides remote software support services during business hours as defined below, along with upgrades and updates to the products. Phone/web Phone/ Web Mon — Fri 9 am — 5 pm Onsite TBA

Initial response / Time to site Severity 1 30 Min/ 4 BH 1 Hour/ NBD 2 BH/ AC Severity 2 30 Min/ 4 BH 3 Hour/ NBD 8 BH/ AC Severity 3 30 Min/ 4 BH 6 Hour/ NBD 12 BH/ AC Severity 4 30 Min/ 4 BH 8 Hour/ NBD 24 BH/ AC AC - Additional Cost includes after hours $250/ hour + GST BH - Business Hours, Mon - Fri, 9am - 5pm $150/ hour + GST NBD - Next Business Day $150/ hour + GST All on site AH - after support at $250/ hour, will be deducted from pre purchased hours or at additional cost.

Managed IT

Onsite help when you need it.

What is Managed IT?

Managed services are services provided by an external IT partner who offer ongoing support at a fixed monthly cost. No business is created equal and the level of support each business needs varies across the board, which is why we offer a variety of packages that can be tailored to meet your specific needs.

Is I.T. your core business ?

If it is, partnering with Velocity Host can help ease the pressures on your team, by using our experts for day to day I.T. support.

Our Australian based support team are here to help with your I.T. service needs. Velocity Host's Managed IT Services provide your business with the technical expertise needed to thrive in today's fast paced upside down world.

Our Managed IT Services can be consumed on site, where we come to you for hands on work, or remotely via a phone or screen share session. Choose between ad-hoc pay by the hour IT support, billed per min or, for businesses that need more, we can work with you to plan out an I.T strategy to cover all aspects of your business' needs to meet any SLA - Service Level Agreement and policy requirements.

Customer service is at the forefront of all our services, and with our Managed IT Services, every SLA customer has access to a dedicated account manager who can assist with fast turn around.

Reduced Costs

Managed services will shift your business from a reactive to proactive approach. By removing the high cost associated with the break/fix mindset it allows you to streamline your budget with a predictable monthly cost and improvement in staff/ user productivity.

Improve Security Posture

We’ll work with you to identify gaps in security and assist in reducing exposure to threat actors who can cripple your business.

Uptime

In the case of primary servers experiencing issues, backup MX servers will all queue emails and automatically delivery to Velocity Mail once services are restored.

Local Support

Our support team is located right here in Australia operating in Australian Eastern Standard Time – the magic keeps happening in your business hours.

Uptime

In the case of primary servers experiencing issues, backup MX servers will all queue emails and automatically delivery to Velocity Mail once services are restored.

Local Support

Our support team is located right here in Australia operating in Australian Eastern Standard Time – the magic keeps happening in your business hours.

VelocityManaged IT

Business Features

Core Managed Services

Support Desk

Our support desk is the only point of contact you will need. Our friendly and technically skilled team have you covered. If you have a problem, we’ll solve it.

End User Management

Velocity host offers IT support through tailored and proactive service. With a dedicated Account Manager who will assist you from the very beginning of the case until it is completely resolved.

Infrastructure Management

The modern business can’t afford to cease operating due to technical issues and downtime. Our team can build and manage a technical solution based on industry best practices the way it's meant to be.

Security

We can provide consistent monitoring of your IT infrastructure, regular backups and ransomware protocols to ensure your data is in safe hands.

Disaster Recovery

Do you have a DR Plan?

Our experts can help work with you to design a DR plan to suit your business objectives:

How much data can your business afford to lose?

How long can your business afford to run without IT services in operation...

Workflow Enhancements

Too busy working in your business instead of on it?

We’ve got your back!

There are only so many hours in the day (24 actually), constantly learning and adapting to new technologies to allow your business to grow can be hard, work with us to uncover business efficiencies, our team can help pinpoint areas for improvement to help get the best our of your day.

Core Services

VelocityManaged IT

Have Questions?

F.A.Q

Support Programs

Support Program	Technical Support	Times
Pro Support $150/ hour + GST min 6 hours/ month. Premier Support provides high-touch exemplary IT support to our top-tier customers, through personalized and effective service executed through an account-dedicated Support Account Manager (SAM) who will assist you from the very beginning of the case until it is completely resolved.	Phone/web/SAM	Phone/ Web 7am - 9pm SAM - Support Account Manager Mon — Fri 8 am — 8 pm
Established Support $150/ hour + GST min 4 hours/ month. Production Support program provides extended support hours for remote software support services and fast response times for critical issues. To receive Production Support, all --- define terms here	Phone/web	Phone/ Web 7am - 9pm Onsite NBD
Start-Up Support $150/ hour + GST min 2 hours/ month. Basic Support program provides remote software support services during business hours as defined below, along with upgrades and updates to the products.	Phone/web	Phone/ Web Mon — Fri 9 am — 5 pm Onsite TBA

SLA Options

Initial response / Time to site
Severity 1	30 Min/ 4 BH	1 Hour/ NBD	2 BH/ AC
Severity 2	30 Min/ 4 BH	3 Hour/ NBD	8 BH/ AC
Severity 3	30 Min/ 4 BH	6 Hour/ NBD	12 BH/ AC
Severity 4	30 Min/ 4 BH	8 Hour/ NBD	24 BH/ AC
AC - Additional Cost includes after hours		$250/ hour + GST
BH - Business Hours, Mon - Fri, 9am - 5pm		$150/ hour + GST
NBD - Next Business Day		$150/ hour + GST
All on site AH - after support at $250/ hour, will be deducted from pre purchased hours or at additional cost.

Severity Level Descriptions

Severity 1

A business-critical software or hardware component is inoperable or unavailable; production system is down, or there is an emergency condition. An immediate workaround or solution is required. Examples: Internet/ phone outage caused by a hardware fault. Backups and schedules or a down/ offline production system cannot be restored. Application or system failure caused by an outage of some description.

Severity 2

Adversely impacting Production operations, but the production system is not down; product operates but is severely restricted. Examples: Production application response times or system performance is slow, but the system is available.

Severity 3

A non-production issue; the majority of functions are still usable, a limited condition that can be readily circumvented. Example: non- Production application response times or system performance are slow, but the system is available.

Severity 4

Minor issue or question that does not affect the product function, and can be readily circumvented. For example: “How to” questions; the text of a message or page of documentation is worded poorly or misspelled, General Feedback.

FAQ

Does it cost to use SAM?

Yes all support requests are counted against your pre purchased support hour bundle. Once a ticket is opened this go’s towards support hours.

We do have a “Fair Use” policy in place so just calling to speak with SAM to ask a quick question won't result in a charge.

What does support cover

IT support can cover any IT related issues you would like us to investigate, printer, phones, networking or even how to use Office if that's what you are chasing.

What Is “Time to site”

“Time to site” refers to the length of time we aim to get an engineer to site to perform on site tasks.

F.A.Q

Managed IT

What is Managed IT?

Is I.T. your core business ?

Reduced Costs

Improve Security Posture

Uptime

Local Support

Uptime

Local Support

VelocityManaged IT

Core Managed Services

Support Desk

End User Management

Infrastructure Management

Security

Disaster Recovery

Workflow Enhancements

VelocityManaged IT

F.A.Q

Solutions

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