Key Communications has over 20 years of experience in designing and deploying communications solutions. We pride ourselves on our commitment to developing and maintaining the necessary skills to deploy and support our customer’s solutions.
SLA target response and restoration levels will apply depending on the nature of the incident with a guaranteed response time from Key Communications of 2 Hours*
|Incident Priority|| |
Priority 1:- A critical Service is unavailable to the customer or it is very seriously impaired by the incident. Service level commitments will not be met or are seriously jeopardised by the incident. The impact on the customer is severe with many End-users unable to perform their normal work. Customer has no readily available alternative way of performing normal work.
Maximum 10 business hours
Priority 2:- A critical Service is impaired by the incident. Service level commitments are jeopardised by the incident. There is a major impact on the customer’s business. Many End-users have difficulty performing their normal work, or individual End-users are unable to perform their normal work. Customer has no readily available alternative way of performing normal work.
Maximum 30 business hours
Priority 3:- A non-critical Service is unavailable or is impaired by incident. Service Level commitments are impaired in a minor way by the incident. There is a minor impact on customer’s business. End-users have difficulty performing only part of their normal work or can undertake other work while the incident is being rectified.
Maximum 40 business hours
* Response Times – This is the time from first notification of an issue to Key Communication to when contact is made with customer to initiate resolution
^ Restoration Times – This is the time from customer contact by Key Communications to service/hardware restoration for faults. This can include temporary solutions.
All non-maintenance customers pay a nominal fee per service ticket for all non-contractual Telstra / Service tasks
All adds, moves and changes on Telstra accounts, services and billing
From $75 + GST Per service Ticket
All adds, moves, changes and tasks requiring a technician to address issues is as follows
Remote From $70 p.h. + GST Billed in increments of 15 minutes
Onsite From $140 p.h. + GST Billed in increments of 15 minutes
All office relocations are quoted on a project basis - Please contact one of our friendly account managers to arrange a quotation for you relocation requirements.
A higher level of cover is available for a low monthly fee
Completely covering your business Services and Billing Work - Your Telstra services are looked after with priority escalations and a portal for logging and tracking your support tickets for a small monthly fee.
Completely covering your Services / Billing and Technical Work - Your onsite equipment and Telstra services are looked after with priority escalations and a portal for logging and tracking your support tickets for a small monthly fee.
Incorporating both levels of cover above in addition to - Proactively managing your entire ICT support requirements tailored to the scale and size of your business
Our Technical Specialists are available on 1300 755 615