Melange Computing

Internet Services Support Plans

Providing peace of mind and professional full-service support for your critical Internet services.

General Information

All support agreements include management and tracking of your service details and profiles. That includes all ISP access and hosting account names, passwords, access numbers, domain name records, registry keys and any other relevant details necessary to support your services.

All five levels include telephone support. The top three levels include on-site support.

All support agreements include telephone liaison with your Internet service provider(s) as part of the telephone support time allowance. This saves you valuable time that would otherwise be wasted on the phone with you waiting to get something done with your Internet access or hosting provider.

All support can be used as general Internet consulting time, as well as for dealing with problems. With the exception of specified content management and updates time, support time may not be used for Internet marketing or website development services.

Once you have reviewed the various plans available and you are ready to sign up, please place your order by selecting the appropriate plan for your needs from the Internet Services Support Plan Comparison and Selection Table below.

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SOHO Lite Support Agreement

$30.00 ex. GST per month

Guide:Suitable for one domain and one or two email users

  • Up to 1 hour per month telephone support (09:00 - 18:00 Monday to Friday)
  • Relevant records kept on file
  • * hours are non-cumulative from month to month

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SOHO Economy Support Agreement

$60.00 ex. GST per month

Guide: Suitable for one domain, small website and one or two email users

  • Up to 1 hour per month telephone support (09:00 - 18:00 Monday to Friday)
  • 0.5 hours per month website content management and updates (allow up to 5 days pre-booking)
  • Relevant records kept on file
  • * hours are non-cumulative from month to month

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SME Economy Support Agreement

$120.00 ex. GST per month

Guide: Suitable for one domain, medium website, up to five email users

  • Up to 2 hours per month telephone support (09:00 - 18:00 Monday to Friday)
  • 1 hour per month website content management and updates (allow up to 5 days pre-booking)
  • Relevant records kept on file
  • * hours are non-cumulative from month to month

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SME Standard Support Agreement

$240.00 ex. GST per month

Guide: Suitable for one domain and large website or two domains and small to medium websites, plus five to ten email users.

  • Up to 4 hours per month telephone support (09:00 - 18:00 Monday to Friday)
  • Up to 2 hours per month on-site support (next business day response time, 09:00 - 18:00 Monday to Friday)
  • 1 hour per month website content management and updates (allow up to 5 days pre-booking)
  • Active domain and website monitoring - 4 hour phone or SMS alert and 8 hour ISP contact time if a domain or website is down
  • Fallback contingency to another ISP's service if your ISP goes offline for more than 48 hours
  • Relevant records kept online with password protection and SSL encryption for your private secure access
  • * hours are non-cumulative from month to month

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SME Premium Support Agreement

$480.00 ex. GST per month

Guide: Suitable for several domains and websites, plus ten or more email users.

  • Up to 8 hours per month telephone support (09:00 - 18:00 Monday to Friday)
  • Up to 4 hours per month on-site support (next business day response time, 09:00 - 18:00 Monday to Friday)
  • 2 hours per month website content management and updates (allow up to 5 days pre-booking)
  • Active domain and website monitoring - 4 hour phone or SMS alert and 4 hour ISP contact time if a domain or website is down
  • Fallback contingency to another ISP's service if your ISP goes offline for more than 24 hours
  • Relevant records kept online with password protection and SSL encryption for your private secure access
  • *hours are non-cumulative from month to month

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Definitions

A small website is a website of 10 pages or less.

A medium website is a website of 11 to 25 pages.

A large website is a website containing greater than 25 pages but less than 250 pages.

A static website is a website that does not use any server side processing or back-end functionality. That is, a website consisting of pages that contain HTML and JavaScript code only. Standard web forms handling CGIs are considered to be static.

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Internet Services Support Plan Comparison and Selection Table
Monthly Plan Telephone Support Hours On-site Support Hours Content Management and Update Hours Active Monitoring Fallback to another ISP Records Storage and Availability
SOHO Lite

Book Plan		 1 0 0 N N Offline - request
SOHO Economy

Book Plan		 1 0 0.5 N N Offline - request
SME Economy

Book Plan		 2 0 1 N N Offline - request
SME Standard

Book Plan		 4 2 1 Y Y Online - SSL
SME Premium

Book Plan		 8 4 2 Y Y Online - SSL

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Terms and Conditions
Domain discount A 5% discount applies for customers who have a domain name hosting service supplied by Melange Computing.
Duration All agreements are for a duration of 12 months unless otherwise specified in writing on the initial agreement form. Any variation of agreement duration must be negotiated prior to an agreement being entered into.
Plan Upgrades Plans may be upgraded at no cost at any time, with the upgrade taking effect immediately. A pro-rata adjustment fee applies for the remainder of the month in which the plan is upgraded.
Plan Downgrades Plans may be downgraded be giving at least one month's written notice. A downgrade fee equal to 3 months service at the value of the old plan applies.
Support Time Non-Cumulative Telephone and on-site support hours are non-cumulative month to month. That is, unused support time does not carry forward from month to month.
Support Time Tracking Telephone support hours are used and tracked in 6 minute increments. That is, in tenths of hours.

On-site support hours are used and tracked in whole hours only. That is, a minimum of one hour call-out applies, with each part hour of support rounded up to the next full hour.

Website content management and update hours are used and tracked in 15 minute increments. That is, in quarter hours.
Updates for Static Sites Only Website content management and updates apply to static websites only. Sites with server side functionality and dynamic database driven websites are able to be supported under a separately negotiable agreement.
Termination Melange Computing can terminate an agreement at any time by giving 30 days notice in writing that the agreement is to be terminated. All fees must be paid up to the date of termination within 7 days after date of termination.

You may terminate your agreement at any time by giving 30 days notice in writing that the agreement is to be terminated. If you elect to terminate your agreement, a termination fee of 6 months service at the value of your agreement, or the remaining fees owing for the duration of the agreement applies, whichever is the lesser sum.

Any outstanding fees owing to Melange Computing must be paid within 7 days of dispatch of such a notice by either party or legal action will be taken to recover the outstanding fees.
Excess Hours Support Rates
Excess Telephone Support Hours Rates Excess telephone support hours are billable in six minute increments, that is in tenths of hours, at $6.00 ex. GST per increment, ie. $60.00 ex. GST per hour.
Excess Content Management and Updates Hours Rates Excess content management and updates hours are billable in quarter hour increments, at $20.00 ex. GST per quarter hour, ie. $80.00 ex. GST per hour.
Excess On-Site Support Hours Rates Excess on-site support hours are billable in one hour increments, at $100.00 ex. GST per hour.
Out of Hours Service Rates
Support Availability Telephone and on-site support hours in these agreements are available between 09:00 and 18:00 Monday to Friday only. Any support required outside these hours is subject to the following service rates.
Out of Hours Support Rates Service rates between 07:00 and 09:00 or between 18:00 and 22:00 Monday to Friday are $100.00 per hour ex. GST for telephone support and $150 per hour ex. GST for on-site support. A call-out fee of $100.00 applies for on-site support in these hours.

Service rates between 00:00 and 07:00 Monday to Friday or any time on weekends are $150.00 per hour ex. GST for telephone support and $250.00 per hour ex. GST for on-site support. A call-out fee of $150.00 applies for on-site support in these hours.
Geographical Coverage On-site support is available in the Sydney metropolitan area only. No call-out fee applies for travel times under 30 minutes. If travel time is greater than 30 minutes, a call-out fee of $50.00 ex. GST per each additional 30 minutes, or part thereof, applies.

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Your Contact Details For Internet Services Support Plan Booking Request
Name:
Organisation:
Phone:
Mobile:
Fax:
Email:
Preferred Contact Method: Phone
Mobile
Fax
Email
 

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