Digistor Support Services
Digistor Support Services work closely with the Sales team to provide you with the most 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 to minimise downtime and get you back to what you do best.
You can feel confident in 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, you can 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 recommend and sell.
Installation of your devices is completed, by our qualified service technicians, at your premise, to agreed upon standards.
System Integration
So... you have a Final Cut Pro HD, three Apple Shake Seats, two offline Avids and a whole bunch of storage space. You are having trouble getting them all to talk to one another, well with Digistor's expert technical and sales staff you are in safe hands.
Our experienced system integrators in our sales and technical teams, ensures you get seamless integration of your equipment into your company environment. Digistor has a proven track record of seamless integrations.
Consultation
Whether or not your company has MIS/IT staff, you may require an unbiased viewpoint on IT needs, at Digistor we pride ourselves on our consultation services. It is a key component to ensure you are on track for the right technology at the right time to ensure you are keeping on top of fast moving technology.
Disk and Video products are at the forefront of computing, we take the guess-work out of compatibility issue's to deliver what system is best suited for your 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
Brisbane - CBD, Kedron, Paddington, Annerley, Norman Park |
$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
Brisbane - North of Aspley, West of Mt Coot-tha, South of Mt Gravatt, East of Cannon Hill |
$125
|
| Zone 3 |
Sydney, Melbourne & Brisbane – Extended Travel |
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