Applies to your account as a whole
Monitoring & Maintenance
Applies to individual services
Professional Services Agreement
At Servers Australia, we love to see our customers succeed. Whether you’re a developer, small business or large enterprise, a Professional Services Agreement (PSA) can help you achieve your goals by utilising our team of support engineers to provide the technical expertise businesses need while also reducing your IT support costs. You’ll be supported by our team of experts who are available 24/7 x 365 days a year.
Priority Case Support
Customers who have purchased a PSA will enjoy case prioritisation for all cases lodged through the MySAU Portal. Your cases will be flagged to distinguish them, so they can be prioritised by our technical support teams.
1 hour response
Time matters! If your case has not been responded to within our 1 hour initial response target time, it will be flagged by our system so the team can review and reply.
Heavily discounted prepaid support hours
Your PSA will come with 2 hours of support time. This time is available to be used across our Support, Network Operations and System Engineering technical support teams. If you need additional time this can be increased to suit your business needs
24/7 Level 3 escalations available
Some issues need unique skill sets to solve complex issues, and that is where we can help. For any complex issues, our level 3 engineers are available for escalated tickets or calls.
Monitoring & Maintenance Agreement
At Servers Australia, we want to make sure our customers know what’s happening with their cloud workloads. Monitoring and maintaining your environment 24/7 takes time and effort. By purchasing a Monitoring and Maintenance Agreement (MMA), your business can focus on growth, while our enterprise Monitoring and Maintenance platform oversees all of your cloud workloads.
Compliance Server Hardening
We ensure your server has been hardened to meet our compliance requirements when hosting your services in the cloud.
Let us manage all your Windows & Linux Operating System updates and schedule reboots after hours for any patches that require a restart.
Monitoring and Metrics Portal
We've worked hard to ensure that our VMware Private Cloud is competitively priced. By the time you consider other providers hidden costs for extras, you'll see our solution includes it all.
On-demand vulnerability scans
With your server connected to our MMA platform, you can request an on-demand vulnerability scan to discover any remediation recommendations. The actioning of these recommendations can vary service to service so are not applied automatically.