Emergency support

Premium support hours overview

There are two premium support packages available to suit your needs. Choose premium emergency response support for quick response times and resolution during business hours, and then optionally add the after-hours standby support to provide additional coverage beyond business hours for an ‘around the clock’, 24x7 support commitment to quickly resolve and complete tickets.

Support options available

1. Premium emergency immediate response support, which provides a response and follow up support by a Salsa expert within one hour.

2. Optional after-hours standby support, to have quick response times from the above pack and augment your support to cover 24x7 including weekends and public holidays.

Engagement process

Our engagement process is outlined below:

1. Review questionnaire or brief: Agency to complete a light questionnaire (or send Salsa a high level project brief) reflecting basic requirements and/or project key business drivers.

2. Intake and alignment: Salsa conducts a free 30-45 minute intake phone call to align on scope, expectations and overall engagement requirements based on the questionnaire or brief.

3. Maintenance onboarding: Website functional overview.

4. Setup and familiarisation: Setup of code repositories and familiarisation of configuration.

5. Establish process: Define, present and align on support process, SLAs, ticketing system and tracking, RACI and authorisations, change register and release management.

Outputs

To ensure an agreed process is established and maintained for effective support the following outputs will be developed at the beginning of the support period:

1. Code repositories set up

2. Defined and agreed support workflow process

3. Ticketing and tracking system agreed to and established

4. Defined and agreed RACI and authorisations

5. Defined and agreed release management process

Outcomes

• Dedicated support number to contact rostered available support engineer for immediate ‘within one hour’ response and follow up.

• Highly available support experts to manage and resolve incidents or requests.

Assumptions — premium immediate support

• Pre-requisites: Active GovCMS account with monthly standard retainer or bulk maintenance hours agreement

• One-hour immediate response and follow up

• On-consumption, as required anytime during business hours (9am to 5pm)

• Minimum one hour charge per ticket subsequent 15-minute billing increments

• No expiration on hours while active monthly retainer or bulk maintenance agreement in place

• Discounted pre-purchased support packs for minimum of 10 hours available with 12-month expiration

• ‘Around the clock’ commitment to resolve/complete ticket only available when bundled with ‘24x7’ or ‘after-hours’ standby support

Assumptions — after-hours standby support

• Premium immediate support package required

• Dedicated support number to contact rostered available support engineer for immediate ‘within one hour’ response and follow up

• Used support hours are billed at ‘immediate response’ tariffs/ bulk discount agreement

• Turn standby ‘on’ and ‘off’ if/as required, i.e. during ‘emergency modes’ (activated/deactivated during business hours)

• Minimum one-day lead time for activating standby

• Minimum standby of two days

• 24x7 includes weekends and public holidays

• ‘Around the clock’ commitment to resolve/complete ticket only available when bundled with ‘24x7’ or ‘after-hours’ standby support

• Other tailored options available

Fixed price packages

There is a fixed rate, one-off onboarding fee for each package and two fixed price packages available:

1. Immediate response

2. After-hours standby support

Premium immediate response support block hour packages

Standby 24x7 support block hour packages

Other good things to know

• For the premium immediate response it is highly recommended to purchase bulk maintenance support packs.

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