Support structure: On the support front, we decided to restructure our support system into distinct levels ranging from 0 to 3 with specific technicians assigned to each level. Each level represents a specific technical requirement that coincides with the requisite experience levels as follows:

• Level 1 is basic support which includes workshop, remote, some ADSL and basic hosting support
• Level 2 is standard “Desktop” support that includes any and all workstation related requirements as well as basic networking – everything a very small business should need
• Level 3 is “server” level support including intermediate networking and all Microsoft Server requirements – this is an advanced Level 1 tech for bigger small businesses and those clients that want higher experience levels

Each job that is generated on our side is automatically but specifically assigned to one of the levels above. A lower tech is not allowed to work on a job that is on a level higher than his specification but a higher level tech may work on any job deemed lower than his specification based on one of the following scenarios:

• The client requests it
• Time constraints require that the job be attended to when a lower level tech is not available
• The tech wants to handle the specific job

It is important to note that the time of each level will be billed at different rates based on the following outline:

• Level 1 @ R250 per hour (this is workshop related work which the customer generally does not see happen)
• Level 2 @ R330 per hour (Standard desktop and network support, the standard support level)
• Level 3 @ R363 per hour (Windows server and more advanced networking support or on the clients request)
• Level 4 @ R420 per hour (Advanced networking and Postal/Qbooks support or on the clients request)
• Where SLA customers that purchase enough time on a monthly basis have the benefit of being charged at a lower level rate.
• It is also important to note that a client will only be charged the higher level rates if they specifically request that level tech for a lower level job.

Please note that our billing time segment still remain the same – 0.5 hour segments for remote or workshop work and 0.5 segments for on-site work.

How our support time is billed:

• On site Support is billed in 0.5 hour segments
• Remote and telephonic support is billed in 0.5 hour segments
• There is  “call-out fee” but we do bill travel to the customer at our standard rates for the time spent on the round trip from our closest office
• Travel discounts are provided for return customers on a case to case and SLA basis.
• Discounts are provided based on volume or SLA
• Our standard rates can be seen in the tables below

Gauteng Region:
Time segment	Rate in ZA Rand excluding VAT
Normal Level 0	R250.00 per Hour
Normal after hours Level 0	R300.00 per Hour
Special after hours Level 0	R450.00 per Hour
Normal Level 1	R300.00 per Hour
Normal after hours Level 1	R350.00 per Hour
Special after hours Level 1	R450.00 per Hour
Normal Level 2	R400.00 per Hour
Normal after hours Level 2	R600.00 per Hour
Special after hours Level 2	R750.00 per Hour
Normal Level 3	R450.00 per Hour
Normal after hours Level 3	R590.00 per Hour
Special after hours Level 3	R790.00 per Hour

Time Segment Definitions:

• Normal: Labour performed during normal business hours, Monday to Friday between 08:00 and 17:00 excluding public holidays.
• Normal after hours: Labour performed outside of normal business hours, Monday to Friday from 06:00 to 08:00 and from 17:00 to 23:00 and from 06:00 to 23:00 on Saturdays and public holidays.
• Special after hours: Labour performed outside of Normal and Normal After Hours times. That would mean; Sundays (entire day) as well as Working days, Saturdays and public holidays from 23:00 to 06:00