Support Services
Digistor Support Services works closely with the Sales team to provide you with comprehensive pre and post sales information and support. Our technical support, service level agreements and personalised service are designed to quickly and cost effectively resolve support issues and faults while minimising downtime and getting you back to what you do best.
Feel confident with the level of expertise and experience the support team has to offer. Digistor Support Services has fully qualified technicians in Apple Pro Applications, Apple Service Technicians, AVID System Representatives, AVID Unity Engineers, Fibre-Channel Specialists and Specialist SAN Integrators.
Digistor Support Services caters for:
- Hardware repairs and upgrades
- Warranty Returns (click here for RMA information)
- Onsite and Workshop Support
- Phone Support
- 24 hour Emergency Callouts
- Service Level Agreements (SLA's)
- Technical Consultation
Installation
Prior to receiving your purchases, feel comfortable that all hardware and software has been rigorously tested by Digistor Technicians for compatibility and use. From the SANman high capacity storage devices, to the integration of capture, editing and output devices, we thoroughly test everything we recommend and sell.
The installation of your devices is carried out by our qualified service technicians, at your premises to agreed upon standards.
System Integration
So... you have a Final Cut Pro HD, three Apple Shake Seats, two offline AVID's and a whole range of storage space. You are having trouble getting them all to talk to one another, be assured that you are in safe hands with Digistor's expert technical and sales support staff addressing the issues.
Our experienced system integrators from our sales and technical teams, ensure that you will receive seamless integration of your equipment into your organisation. Digistor has a proven track record and history of seamless integrations.
Consultation
At Digistor we pride ourselves on our consultation services. Regardless of whether or not your company has MIS/IT staff, we can offer an unbiased viewpoint on IT needs. This will ensure you are on track for the right technology at the right time while keeping your organisation on top of fast moving technology. We can also assist with your all your training needs ensuring you and your team are up to speed in the shortest time possible.
Disk and Video products are at the forefront of computing, we take the guess-work out of compatibility issues to deliver the system best suited for your specialist environment.
Support Rates
Technical Support Rates
Pricing as at 1st July, 2010
Please see below current pricing on our support rates. We also offer discounted pricing for blocks of prepaid support hours. This is a cost effective solution to manage your support requirements and enables you to draw down on these as required.
| Code |
Description |
Rate ex GST |
| Business Hours – 09:00 to 17:30 (1) |
| T-BH-L1 |
Technical Services - Level 1 |
$170 ph
|
| T-BH-L2 |
Technical Services - Level 2 |
$190 ph
|
| T-BH-L3 |
Technical Services - Level 3 |
$210 ph
|
| After Hours / Weekend / Holidays |
| T-AH-L1 |
Afterhours Technical Services - Level 1 |
$250 ph
|
| T-AH-L2 |
Afterhours Technical Services - Level 2 |
$280 ph
|
| T-AH-L3 |
Afterhours Technical Services - Level 3 |
$310 ph
|
| Full Day Monday – Friday 09:00 to 17:30 |
| T-BH-L1-D |
Technical Services - Level 1 |
$1200
|
| T-BH-L2-D |
Technical Services - Level 2 |
$1300
|
| T-BH-L3-D |
Technical Services - Level 3 |
$1450
|
| Full Day Weekend |
| T-BH-Lx-D |
Afterhours Technical Services - Level X |
POA |
| On-site Call-out Fees |
| Zone 1 |
Sydney – Nth Sydney, Artarmon, St Leonards, Crows Nest, Chatswood
Melbourne – Sth Melbourne, Prahran, CBD, Richmond, St Kilda, Fitzroy, Brunswick
15min or less in travel time each way. (based on google Maps)
|
$90
|
| Zone 2 |
Sydney – City, South of Harbour Bridge, North of Chatswood, West of Lane Cove
Melbourne – South of St Kilda, East of Richmond, North of Nth Fitzroy, West of Westgate bridge
20min or less in travel time each way (based on google Maps
|
$125
|
| Zone 3 |
Sydney, Melbourne & Brisbane – Extended Travel
In situations where travel time is in excess of 20min each way (based on google maps) the servcie call time will be calculated from when the Engineer leaves the Digistor office through to when they return.
|
POA
|
| Workshop Repairs |
| Hourly Rate |
$170 ph |
| Administration & Service Report |
$15 |
| Cleaning time & Materials |
$15 |
| Additional Media, as required |
$5 |
|
Level 1 Support
- General desktop computer troubleshooting, including peripherals, for standalone or peer-to-peer networked systems. Covers Final Cut Pro or Avid Media Composer setup and troubleshooting.
Level 2 Support
- Server and specialist products, including volume-locked or Ethernet-attached shared storage systems and their connected clients, server configuration, networking, backup and archive systems.
Level 3 Support
- High-end specific product support including fibre-connected file-locked SANs and their connected clients, command line scripting and asset management systems.
Notes
- 10% discount for pre-paid packs of 10 or more hours - These can be drawn down on as required.
- Daily rate is based on 8 hr day with 30min lunch break.
- All workshop repairs are subject to administration and cleaning charges if applicable, any questions please contact us.
-
Digistor Customer Assurance Plans
Check out the details of our Customer Assurance Plans
Online Support Request Form
Need Support? Please fill out our online request form