As of August 15th 2016 we have made some internal policy changes which affect our non-contract customers. If these changes affect you, we will alert you via email to check this page.
A non-contract customer is one of our clients who does not have some type of monthly agreement with Logical Solutions to look after their Servers, Workstations or VoIP Telephone System.
While all of our customers are important to us, and we strive to deliver a high level of service to everyone; our contract customers do have service priority.
For example, if a non-contract customer logs a ticket and we have engineers available, we will carry out that job as soon as we can. However, if our engineers are busy, non-contract customers will have to wait until engineers are free to carry out this work. This is also applicable in cases where non-contract customers have full site or system outages.
Charge rates for non-contract customers have now been changed to $150.00+GST per hour. We are also implementing a two-hour minimum charge for all work carried out which requires us to send an engineer on site.
If you do not have Logical Solutions supplied computer agents installed on the computer we have to carry out work on, we will have to send an engineer out to your business. We will no longer be carrying out ad-hoc remote assistance sessions for users who are not paying for our computer agents.
Our travel charges have also changed. All call outs within local city limits will incur a $30.00+GST call out fee. If you’re outside of the local city limits our travel charge rates are $65.00+GST per hour, along with a per KM charge in line with standard government mileage rates.
If we can fix your issue remotely without the use of our computer agents, or third party computer control software, we will. For support jobs we can carry out remotely there is a minimum charge of thirty minutes.
Some clients have our computer agents installed and no formal service contract. In these cases it means we can help you with computer issues remotely, but you are still classified as a non-contract customer. We estimate 90% of jobs can be completed remotely with our computer agents installed.
Please see below for a Comparison Table.
Our contracts are very flexible and we can tailor these to suit your needs. If you do not have a contract with us and would like to inquire about one, please let us know and we will be in touch to go over some options with you. Email us on firstname.lastname@example.org, or call on 0800 895 200.