In-Scope (nonchargeable)
IP address migrations within business hours
Cross-connect migrations within business hours
Network troubleshooting (Fault with SAU Network)
Assistance with identifying obvious or common issues that can be resolved quickly.
Cross connect troubleshooting that results in Servers Australia being at fault
Regular network health checks within business hours
Standard reporting for traffic utilisation
Initial setup and provisioning of service (Up to 30 Minutes)
Basic configuration required to initiate service as part of the onboarding process.
Out-of-Scope (chargeable)
IP address migrations outside business hours
Cross connect migrations outside business hours
Network troubleshooting (Fault with Customer Network)
Customer device configuration (switches, routers, firewalls, etc)
Cross connect troubleshooting that results in the Z-side or customer being at fault
Advanced network support
In-depth troubleshooting and problem resolution that requires significant time or technical expertise.
After-hours support
Services requested outside of standard business hours, in addition to those already listed.
Custom configuration and optimisation
Tailored setup for specific applications or performance requirements (e.g., QinQ configurations, advanced routing).
Hardware installation and upgrades
Physical work involving new equipment or upgrades not covered under basic service agreements.
Training and consultation
Personalized training sessions or consultations that go beyond standard customer support.
The pricing for Professional Services undertaken by the Network team is charged at $88 per 15 minutes ex GST.