Maintenance & Support
Server & Network Maintenance
Your servers are most likely permanently connected to the Internet. To provide business continuity and to protect your business data, it is vital that you have adequate firewall protection and that you keep your servers and network components up-to-date with the application of vendor-supplied critical updates, service packs and anti-virus updates. We look after these issues for you, applying critical updates and service packs in a timely manner. We monitor system logs proactively to head off developing problems and perform regular external security scans to ensure no vulnerabilities have emerged.
Service level: 95% of server anti-virus updates to be applied within 24 hours of notification of availability from the vendor. Where identified as security-related, apply 95% of server critical updates and service packs within 24 hours of notification of availability from the vendor. Otherwise 90% of updates and service packs to be applied within 5 business days.
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Help Desk across the Internet
Motile offers an IT technical support service for all your computer and application problems. We can support your servers, work-stations, firewalls, routers and networks.
Whenever you, or members of your staff, experience a problem with your computers, business applications, network or Internet connection, you can call us. You can message us instantly from your computer desktop, you can email us or you can telephone our dedicated 1300 number.
Via your broadband Internet connection, and at your invitation, we come to your desktop and work with you sharing your mouse, keyboard and screen to rectify your problem or show you how to accomplish your desired result.
Unlike many of our competitors, we don’t charge by the hour or by the incident in providing Help Desk Services. One monthly fee per workstation covers all the calls you feel you need to place.
Through long experience, we have found that per-hour or per-incident charges discourage the placement of calls on a timely basis and lead to problems becoming compounded and extended. We want you to call us first. We will proactively offer extra education and training opportunities where calling patterns indicate a need.
Service level: 90% of urgent calls answered within 15 minutes during business hours; 90% of non-urgent calls answered within 4 business hours.
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On-site Maintenance / Technical Support
On-site support is available to Clients on Maintenance and Support contracts at a reduced rate. We offer a Basic Care service and a Priority Care service. We apply a 2 or 4 hour minimum charge with 15 minute increments thereafter. Travel expenses may be chargeable outside a 50km radius of the Melbourne GPO.
| <50kms of Melb. GPO | >50kms of Melb. GPO | <50kms of Melb. GPO | >50kms of Melb. GPO |
| 2 Business hours | YES | - | - | - |
| 4 Business hours | - | - | YES | - |
| Next Business Day | - | YES | - | YES |
| Pre-Positioned Spares for Critical System Components | | YES | YES | - | - |
| Non-Warranty Parts & Labour Billable | | YES | YES | YES | YES |
| No Charge for Travel Time & Expenses | | YES | YES | YES | - |
See how our Support Management system works and View our Hours of Operation
