Network Support
Most small and medium sized businesses and even some home users run a network between computers to either share information and resources such as printers and / or to connect to the Internet through a single connection. Unfortunately for the majority in this situation, having someone employed to look after their network is not always possible. It really doesn't matter if you have 2 computers in a network or 100 computers, Freedom Internet Group can look after your network with experienced technicians and network administrators.
Network support can be provided in a number of ways:
- Remote Support (Telephone & Live Remote Support services)
- Primary / 1st Level Support - 1st point of call for any network issues
- Backup / 2nd Level Support - Support existing network support personnel
Service Rates
Service Area |
Call Out Fee |
Standard Hourly Rate** |
After Hours Rate** |
| Remote Support | N/A | $80 Inc GST per Hour (1/2 Hour Minimum) then $20 Inc GST per 15 minutes |
$120 Inc GST per Hour (1/2 Hour Minimum) then $30 Inc GST per 15 minutes |
| Metro Brisbane / Sunshine Coast* |
Free Call Out | $100 Inc GST per Hour (1 Hour Minimum) then $50 Inc GST per half hour |
$150 Inc GST per Hour (1 Hour Minimum) |
| Region 1* | $50 Inc GST per Call Out |
$100 Inc GST per Hour (1 Hour Minimum) then $50 Inc GST per half hour |
$175 Inc GST per Hour (1 Hour Minimum) |
| Region 2* | $100 Inc GST per Call Out |
$100 Inc GST per Hour (2 Hours Minimum) then $50 Inc GST per half hour |
$200 Inc GST per Hour (2 Hours Minimum) |
* The regions are defined approximately by the following areas:
Metro Brisbane / Sunshine Coast: All Brisbane suburbs, Logan suburbs, Pine Rivers suburbs, Redlands suburbs, Ipswich suburbs, Redcliffe, Bribie Island, North Lakes and all suburbs between these areas. Sunshine Coast from Caboolture to Noosa and west to Kilcoy and Kenilworth.
Region 1: Areas outside of the Metro Brisbane / Sunshine Coast areas and within the areas defined by Gold Coast (Coolangatta / Queensland border), Beaudesert, Toowoomba, Gympie and Bay Islands (Russell Island, Macleay Island, Stradbroke Island, etc). Additional charges apply for ferry fees to Bay Islands - client must provide transport on island.
Region 2: Areas outside of Region 1 and within the areas defined by Northern Rivers area of NSW (Tweed Heads, Kingscliff, Murwillumbah, Lismore, Casino, Kyogle, Byron Bay, Ballina and other areas north and east of the Bruxner Highway and Summerland Way / Kyogle Road), Warwick, Oakey, Dalby, Kingaroy, Hervey Bay, Maryborough.
Region 1 & 2: After Hours and job finishes after 4pm may incur accommodation costs.
All other areas will be quoted and call out will include travel and accommodation costs as well as other anticipated costs.
For all other areas, Region 2 Standard & After Hours hourly rates apply with minimum of 3 hours.
** Standard and After Hours rates are defined by the following working hours:
Standard Rate: Jobs started and completed between 9am and 6pm Monday to Friday and 9am to 2pm Saturday excluding national public holidays and Queensland public holidays.
After Hours Rate: Jobs started and / or completed between 7am and 9am and between 6pm and 9pm Monday to Friday, Saturday between 2pm and 5pm and Sunday between 10am and 2pm as well as national public holidays and Queensland public holidays (same hours as Sunday). Standard rate applies as per normal for any hours between 9am and 6pm (e.g. If a job in Brisbane is started at 7am and is completed by 10am, the client will be invoiced for $400 being 2 after hours @ $150 per hour and 1 standard hour @ $100 per hour. The same job in Gympie carried out between 9am and 12pm would be $350 being $50 call out and 3 standard hours @ $100 per hour).
Extended After Hours: Servicing before 7am and after 9pm will be subject to quotation and is not available for Regions 1 & 2.
Response Times
Any response time quoted here and / or by a representative of Freedom Internet Group is to be taken as a guide only and cannot always be guaranteed. Providing unrealistic response times for jobs is unfair on our clients and technicians since the client will be left waiting and / or receive inadequate service and our technicians are forced to rush jobs which can lead to mistakes and longer service times than is necessary. We value the level of service we provide our clients and sometimes this can involve staying with a job longer than anticipated and sometimes delaying the technician from arriving at the next job. Delays can also occur due to traffic conditions, weather events and other unforeseen events. Where possible, we schedule our jobs to prevent overlaps from occuring and if an overlap does occur, we will try to contact you to let you know what has happened and arrange a new estimated arrival time or to reschedule the job for another day.
The industry standard for general response times is same day / next day. In most circumstances we exceed this by responding to jobs in less than 8 working hours or where necessary during peak times, scheduling the job for the first mutually available time. We will also attempt to start diagnosis of a problem using our Live Remote Support service.
In the event that your business requires urgent response, one of our technicians will be able to respond within 4 working hours (Metro Brisbane / Sunshine Coast and Region 1 businesses only) and where possible will resolve the problem the same day. Response times of 2 hours or less is by maintenance agreement only and is only available to businesses in the Metro Brisbane / Sunshine Coast region.
