Silver

Includes ability to log calls via phone and web. Includes software pdates and 5 support incidents per annum included.

Additional support calls are charged at current support rates.

Freight paid by client.

Onsite labour not included.

Silver support is Business hrs support only and does not include weekend or after hours support. No on site engineer SLA included.

Gold
Includes Silver +12 telephone support incidents per annum. All hardware serviced at zero labour cost and arts supplied at 10% discount from normal pricing.

Freight paid one way by Alitrax-customer only pays for return of parts to Alitrax.

Onsite labour is not included.

Gold telephone support is available from 8:00am – 5:00pm including weekends but excluding public Holidays.

On-Site Engineer available within 48 hrs of notification of fault at standard travel/accommodation and labour rates with 10% discount.

Platinum

Includes Gold + all telephone support and all hardware repairs included  (includes parts and labour for the total contract term including freight for any parts replaced)

Platinum telephone support is available from 7:00am – 7:00pm - 365 days per year. On Site Engineer, available within 24hrs of notification of fault with travel and accommodation paid by client.