Network Professional Services

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.