T&M rates apply to all support for systems and users not listed in the agreement, see Time & Materials (T&M) Support Table. All T&M work is scheduled under a best effort arrangement, no guaranteed or promised response times are offered.
Nexgen Managed IT services terms and conditions
Support Inclusions
| Included | Business Hours Support | Premium |
|---|---|---|
| Unlimited | Remote Support Requests | |
| On Request | Helpdesk: User Support Over Phone & Remote Support Sessions |
Unlimited |
| Quote | Special Projects & Professional Services Deployment and installation of new or replacement hardware, software and or services |
Quoted |
| Optional | Third Party Project Management Oversee and manage third party supplier projects |
T&M |
| T&M and Project Discount | 20% |
Service Inclusions and Support Hours
| Type | Services | Premium |
|---|---|---|
| Managed | Helpdesk - User Support: Business Hours Weekdays, excluding Weekends and Public Holidays |
8:30AM – 5:30PM AEST |
| Managed | Network Device Support: Business Hours Weekdays, excluding Weekends and Public Holidays |
8:30AM – 5:30PM AEST |
- *1 SLA based on Issue Classification. Excluding travel time, T&M travel expenses apply
- *2 Response time only applicable for tickets logged via Phone Support
- *3 Applicable to business-critical cloud, server, and network infrastructure only, excludes helpdesk user support
- *4 Applicable only if After Hours Support is included as a managed service in this agreement and excludes travel time, T&M travel expenses apply
Issue Classifications
| Priority | Classification Of Requests | Response Time | |
|---|---|---|---|
| Premium | |||
| P1 | Represents a complete loss of service or significant feature. The issue affects a substantial number of end-users. No workaround is available. e.g., infrastructure outage | Business Hours: 1 Hour | |
| P2 | Any issue that may affect one or more users but is not critical to business operations e.g., network or user support | Business Hours: 3 Hours | |
| P3 | Any issue that has minimal to no impact to users and where a workaround is available, request relates to functional improvements or change requests | Business Hours: 8 Hours | |
| P4 | Any request that has no immediate impact on business operations - Includes Service Requests and improvements | Business Hours: 72 Hours | |
| Resolution time | Best effort | ||
*1Response times:
- Excludes travel time, T&M travel expenses apply.
- Standard Business hours, unless agreed are based on 4.1.2 Service Inclusions and Support Hours table.
- T&M rates apply to all support for systems and users not listed in the agreement, See Time & Materials (T&M) Support Table. All T&M work is scheduled under a best effort arrangement.
- Timeframes may not be met due to reasons beyond Spirit’s control or where the involvement of a third-party supplier or client internal resource(s) is required.
Windows OS Endpoints Management & Monitoring
| Included | Security Management | Premium |
| Yes | Patch Management | |
| Yes | Storage Space | |
| Yes | System Performance | |
| Yes | Predicted Hardware Failures | |
| Yes | User and System Accounts | |
| Yes | Threat Protection |
Network Hardware Management & Monitoring
| Included | Remotely Managed & Monitored | Premium |
|---|---|---|
| Yes | Physical Wi-Fi AP | |
| Yes | Physical Switch | |
| Yes | Cloud Firewall | |
| Yes | VPN and Remote Access |
Microsoft SaaS Management & Monitoring
| Included | Cloud Management | Premium |
|---|---|---|
| Yes | Azure AD – User and Identity Management | |
| Yes | Exchange Online | |
| Yes | OneDrive Online | |
| Yes | SharePoint Online – Shared Document Storage | |
| Yes | Cloud Backup |
Security Management & Monitoring - Approved Products Only*
| Included | Cloud Management | Premium |
|---|---|---|
| Yes | Endpoint Protection | |
| Yes | Email Protection |
*Microsoft Defender for Business & Defender for Office 365
Security Management & Monitoring - Approved Products Only*
| Included | Reporting & Consultancy | Premium |
|---|---|---|
| Yes | Maintenance and Management Reports IT Asset Reporting Help Desk / Support Report |
On Request Maximum 1 Per Month |
| Optional | IT Strategic Planning Network Auditing Insurance Questionnaire Disaster Preparedness & Recovery Planning |
Quoted – 20% Discount |
| Service Delivery Manager | - |