from 800/year + GST

Priority Support

Support for your phone system hardware and VOIP phone systems.

With over twenty years in business, we pride ourselves on having the hands-on experience to solve your issues quickly, quietly and expertly.

Guaranteed response time

A guaranteed response time from Key Technologies of 2 Hours – from when we first hear from you to when you hear from us.

Avoid support costs

For a summary of charges that you can avoid as a Priority Support customer, see our Support page.

Priority Support cover includes

Helpdesk support
Help Desk support for remote changes and logging Telstra faults

No charge for calls to the help desk with any operational questions during business hours.

No charge for any remote programming work.

No charge for liaising with and resolution of any Telstra network faults.

Prioritized email address
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Extended coverage hours
Dedicated customer portal
Customers will have access to Key Technologies’ service portal where they can log tickets of work and check their progress 24/7.
Priority access to critical spares stock
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Loan handset equipment
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Loan main equipment
Maintenance service visits

These include any preventative software upgrades released by the manufacturer, new curly cords, further user training if required, programming changes and updating handset button keys and labels.

Parts and Labour (discounts for non-warranty related labour)
Complimentary Labour Vouchers

Guaranteed Service Level Agreement

Restoration times are from when the customer contacts KeyTech and can include temporary solutions.

Priority 1

Resolved within 10 business hours

A critical Service is unavailable to the customer or it is very seriously impaired by the incident. Service level commitments will not be met or are seriously jeopardised by the incident. The impact on the customer is severe with many End-users unable to perform their normal work. Customer has no readily available alternative way of performing normal work.

Priority 2

Resolved within 30 business hours
A critical Service is impaired by the incident. Service level commitments are jeopardised by the incident. There is a major impact on the customer’s business. Many End-users have difficulty performing their normal work, or individual End-users are unable to perform their normal work. Customer has no readily available alternative way of performing normal work.

Priority 3

Resolved within 40 business hours
A non-critical Service is unavailable or is impaired by incident. Service Level commitments are impaired in a minor way by the incident. There is a minor impact on customer’s business. End-users have difficulty performing only part of their normal work or can undertake other work while the incident is being rectified.