Service and Support Charges
Transparent pricing for comprehensive technical support services
Cloud Nine Technology offers comprehensive support services to ensure your communication systems operate efficiently and reliably. Our transparent pricing structure provides clarity on all support-related charges, allowing you to budget effectively for your IT support needs.
Support Service Levels
We provide three levels of support services to meet the diverse needs of our clients:
Essential Support
- 8x5 Business Hours Support (9:00 AM - 5:00 PM AEST)
- Email and Ticket-based Support
- Remote Assistance
- Response Time: 4 hours during business hours
- Weekend and Holiday Support: Not included
Starting from $99/month per user
Professional Support
- 12x5 Extended Hours Support (7:00 AM - 7:00 PM AEST)
- Phone, Email and Ticket-based Support
- Remote Assistance with Priority Handling
- Response Time: 1 hour during support hours
- Weekend Support: Saturday only (9:00 AM - 1:00 PM)
- Basic System Monitoring
Starting from $149/month per user
Premium Support
- 24x7 Around-the-clock Support
- Dedicated Support Manager
- Priority Phone Support with Direct Line Access
- Remote and On-site Assistance (if required)
- Response Time: 30 minutes for critical issues
- Comprehensive System Monitoring and Proactive Maintenance
- Quarterly System Health Reviews
Starting from $199/month per user
Additional Service Charges
| Service Description | Charge | ||
|---|---|---|---|
| On-site Support Visit (Essential Plan) | $199/hour + Travel Time | ||
| On-site Support Visit (Professional Plan) | $149/hour + Travel Time | ||
| Emergency After-hours Support (Essential Plan) | $249/hour (Minimum 1 hour) | ||
| Emergency After-hours Support (Professional Plan) | $199/hour (Minimum 1 hour) | ||
| Custom Configuration Changes | $120/hour (Essential), $99/hour (Professional/Premium) | ||
| Hardware Replacement or Upgrade | Cost of Hardware + Installation Fee | ||
| System Migration Services | Quote-based Pricing |
Billing Information
Payment Terms
Monthly support fees are billed in advance and are due within 14 days of invoice date. Additional service charges are billed monthly in arrears.
We accept payment via credit card, direct debit, and bank transfer. For more information about our payment options, please visit our Direct Debit page.
Cloud Nine Technology reserves the right to change pricing with 30 days' notice. All prices are subject to applicable taxes.
Contact Us for Custom Solutions
If you have specific support requirements or would like a custom quote tailored to your business needs, please contact our sales team:
- Phone: 02 5133 5679
- Email: info@cloudninetek.com.au