Free Professional Service

Each Service Level Agreement (SLA), with the exception of the Critical Plan, includes Free Professional Services up to the value of the Agreement.

The value of the included professional services are calculated at the Standard Rate.  Where a client requests Critical/Urgent/Shoulder or After hours a conversion will be made based on the applicable hourly rate to determine the number of hours free professional services that apply.

The availability to Professional Service accrues based on how you pay for the Plan. When the plan is paid for 12 months in advance then all of the Professional Services accrue immediately and can be used anywhere within the 12 month period the plan covers. Any unused hours at the end of the 12 months are lost. When the plan is paid for on a month by month basis, one twelve (1/12) of the Professional Services become available at the beginning of each calendar month. Any unused services are lost at the end of the month. Professional Services are not available until payment has been received for the associated period. If the payment is not made until after the end of the period then no Professional services will accrue for that period.

Excess Charges

Where work is conducted in excess of the included professional services you will be charged on account at the applicable rate for any excess labour.

Shoulder Hours

Shoulder hours are available from 6:00am to 8:00am and 5:00pm to 8:00pm on business days for customers with an SLA.
Shoulder hours are available from 5:00pm to 8:00pm on business days for customers without an SLA.
Shoulder hours must be requested at least five (5) business days in advance. Noojee reserves the right to accept or deny any requests for shoulder hours.

Response Times

Response is defined as 'commencement of issue resolution'

• Once Urgent and Critical work on an issue commences the case will be worked on until resolved or one of the following circumstances occur:
• Customer input required which cannot be obtained in a reasonable period Third Party input required which cannot be obtained in a reasonable period.
• A call is received at a higher Level or at the same level but the other customer is on a higher support plan (when additional engineers are not available).
• Issue is determined to be unresolvable Customer elects to have no more work done on the issue

As soon as the circumstance is resolved, work will resume on the original case.

Remote support

• It is the responsibility of the client to ensure that NTS have effective remote access in place.
• Delays caused by no or poor remote access will not constitute a breach of the SLA.
• Remote support is charged in 30 minute blocks or part there of.

On Site Work

• Response times are for remote access only.
• On Site Engineers are charged at the applicable rate (when available).
• A minimum of 2 hours including travel time will be billed
• On Site work is not covered under the free Professional Services and will be billed separately
• On Site work is charged in 1 hour block.

Coverage

Each plan defines the Coverage Hours during which issues can be lodged and work conducted. No work will be done outside of the Coverage Hours. When a Guaranteed Response Time is defined it is defined in terms of the Coverage Hours. e.g. On the Basic plan which provides 8 hour coverage on business days; if a case is lodged at 5:00 pm with a 4 hour response time, then the work may commence at any time up to 12:00am the next day.

Note: we cannot guarantee that the work will be completed within the defined SLA nor that a resolution will be possible. The charges for work undertaken will still apply in either case.