Service Pack FAQs
When do I have to pay for the pack?
The pack is designed to be prepaid, and when there are less than 5 hours remaining it is re invoiced. However you can request that it is not re invoiced if you don’t want it.
Does the pack expire?
Nope, there is no expiry date, so it just sits there waiting for you to use it.
How can I pay?
We issue an invoice and you can pay with cheque, direct deposit
or credit card.
Is there a tiered rate structure?
No it’s a flat rate structure, this keeps it nice and simple.
Is travel time payable?
Yes, it’s charged to and from our office at your services pack rate.
Are there penalties for afterhours?
Yes there are for all packs, except the 200 hour pack. It’s 1.5 times the rate for after hours week days and Saturdays, for Sundays and public holidays its 2.0 times the rate.
What can the pack be used for?
You will have access to any and all of our services, from our instant support service desk to professional services to consulting to projects to maintenance.
Can I change plans?
You sure can! Change up or down as your business needs change. Theres no contract!
Can I cancel the pack?
You can cancel at any time and we will charge a 2 hour cancellation fee.
How do i know what hours I have remaining?
You can request a balance on your pack at anytime and also monthly usage reports are provided.
We are a multi-national, can we use a single pack across two countries?
You sure can, just let us know in which country you want it billed and it’s then available for use where ever you are located.