Clients are our most Important Asset
your uptime is valuable
we're here for you
General Support
Onsite Technicians are available during Standard Operating Hours.
There may be delays due to issues with Critical Core Infrastructure; or when an SLA client is having an issue (SLA clients take preference in this scenario).
Call outs are only billed for faults within client units.
If you need fast guaranteed turnaround times, please ask about a Service Level Agreement to suit your needs.
Standard Operating Hours
- Standard Remote Support = 8am to 8pm / 365
- Standard Onsite Support = 8am to 6pm / 365
- 24/7/365 Remote & Onsite Service Level Agreements available
Service Level Agreements
Comtel provides SLAs to clients who require Priority Support that ensures minimal downtime.
Support services are available during Standard Operating Hours and Afterhours for efficient Fault-Resolution.
We provide 3 classes of SLA
Silver
Gold
Platinum
Full Hardware Maintenance
Any hardware faults are replaced onsite at no cost (including all labour).
The product is fully warranted during the contract term.
If a client needs hardware replacement afterhours, an SLA is required.
Hardware items not covered in the ‘Hardware Maintenance Contract’ are managed as per standard replacement policy.
