Customer Assurance Plans

Customer Assurance plans

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Choose the right support plan for you

Digistor Customer Assurance Plans are designed to quickly and cost-effectively resolve support incidents and problems to minimise downtime and get you back to what you do best. Our engineers maintain advanced accreditations to deliver a superior service, so you can feel confident in the level of expertise and experience provided by the Digistor Services team.

Whether you're a small team working in a single location or a larger facility with multiple locations, we can help you grow and respond to a changing environment and developing technologies. From small technical hurdles to a complete infrastructure redevelopment, our Customer Assurance Plans have you covered.


Customer Assurance Plans

BRONZE

SILVER

GOLD

PLATINUM

Price paid annually
 ‡All prices include GST. Minimum term 3 months. Inclusions prorated for terms shorter than 12 months.
$145 per month
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$725 per month
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$1980 per month
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POA
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Price paid quarterly
 ‡All prices include GST. Minimum term 3 months. Inclusions prorated for terms shorter than 12 months.
$155 per month
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$785 per month
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$2135 per month
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POA
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Hours of Cover 9.00am to 5.30pm 9.00am to 5.30pm 9.00am to 5.30pm 8.00am to 8.00pm
Target Response Times Next available engineer Next available engineer 2hr response 2hr response
Phone/Email/Remote Services
 ‡An Incident is defined as an unplanned interruption or reduction in the quality of an IT service (a Service Interruption).
4 incidents per year
8 hr annual cap
8 incidents per year
20 hr annual cap
16 incidents per year
44 hr annual cap
Unlimited incidents
64 hr annual cap
Priority Onsite Services (SOS)
 ‡Available when incident resolution is not available via phone or remote methods. A combined maximum of 8 hours on-site are included with Silver and 16 hours with Gold. For sites located outside of Zone 2 (more than 30 mins travel time from Digistor's Artarmon office), additional charges may apply.
cross symbol Up to 4 visits per year Up to 8 visits per year Unlimited
 ‡Fair Use Policy applies and is intended to ensure that our Services are available to all Digistor customers. Customers are asked to use our services in a moderate and reasonable manner.
Assigned Site Engineer cross symbol tick symbol tick symbol tick symbol
6-Monthly Check-Ups
 ‡Performed either onsite or via remote access and include a written report detailing any issues identified and any recommendations. 4 hours allocated for 6-monthly checks on the Silver plan and 8 hours on Gold and Platinum plans. For sites located outside of Zone 2 (more than 30 mins travel time from Digistor's Artarmon office), additional charges may apply.
cross symbol 2 x onsite/remote health checks 2 x onsite/remote health checks 2 x onsite/remote health checks
Proactive Alert Monitoring cross symbol cross symbol tick symbol tick symbol
Remote System Status Reports
 ‡Provide a simple snapshot of system status including storage utilisation, incident report, warranty status and system notifications.
cross symbol cross symbol Quarterly Monthly
Multi-site
 ‡Enables sharing of incidents and on-site visits (where applicable). Health checks and status reports for secondary sites not included.
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Scheduled Onsite Visits
 ‡For sites located outside of Zone 2 (more than 30 mins travel time from Digistor's Artarmon office), additional charges may apply.
cross symbol cross symbol cross symbol Monthly 4hr site visits
Consulting Services
 ‡Topics include technology updates, business continuity, workflow and risk assessment.
cross symbol Annual technology consulting sessions Annual technology consulting sessions Six-monthly consulting sessions
Discounted Rate for Additional Services
 ‡Save 15% off our standard rates for all additional technical services.
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Sign-on special offer for new annual subscriptions
Training credit for Digistor scheduled training courses
 ‡Available for all new 12-month subscription contracts purchased in 2020. The credit can be used towards any scheduled Digistor training course during the initial 12-month subscription term. It cannot be used for bespoke training.
cross symbol $500 $1000 $2000

Customer Assurance Plan Benefits

Easy to upgradeEasy to upgrade
Upgrade from one plan to another at any time during a 12-month contract and simply pay the prorated difference in price for the remainder of the term.

No Claim BonusNo Claim Bonus
When renewing your Customer Assurance Plan, take advantage of our special No Claims Bonus where no incidents were logged for the prior term.

Priority accessPriority access
Your Customer Assurance Plan entitles you to "Go to the Head of the Queue" including preferential scheduling for on-site visits and service requests.

When NeededSupport when you need it
If you have a problem just pick up the phone or log an incident on-line. No need to arrange for purchase orders or credit card details - it's all covered.

Remote SupportRemote Support
If something's not quite performing the way it should, let us "remote in" and check what's going on. It's all part of the service.

On-site SupportOn-site support
If you have a problem that can't be resolved remotely and you require someone on-site then we'll be there.

Health ChecksRegular Scheduled On-site Health Checks
Your major hardware infrastructure will be thoroughly "health checked" every six months to keep your facility running smoothly, all day, every day.

Extended HoursExtended Business Hours option
Digistor qualified Engineer can be available for Customer Assurance Plan customers from 8am until 8pm.

Dedicated Account ManagerDedicated Account Manager
If you don't already have a dedicated account manager then we'll make sure you get one. This gives you a single point of contact for all your enquiries – sales, service, accounts or other.

Digistor Shop OnlinePreferential pricing at Digistor Shop Online
As a Customer Assurance Plan customer, you'll get reduced pricing on a range of premium audiovisual, production, post-production, storage and digital media products.

Not sure what type of service is right for you? REQUEST A CALL BACK