Recognising the importance of Support, Performa Group has established a range of Support Models tailored to meet specific customer requirements.

Applicable for tailored solutions or COTS products deployed into customer environments, Performa Group Support ranges from support provided on a Time and Materials basis, through to comprehensive full service options. Each package recognises the need for organisations to meet the strong governance and probity requirements associated with mission critical systems. A short description of our packages appears below:


T & M
Support is provided on a Time and Materials basis, as required. Time and materials Support is provided between 0800 and 1800 AEST.

All Customers are automatically enrolled for Ad Hoc support.


Standard
Support is provided on a ‘retainer plus’ pricing basis. Standard support provides User Assistance and Incident Management services.

Customers will be advised of potential problems identified through the support engagement. The initiation of formal Problem Management will be undertaken upon request and charged on a time and materials basis.

This service is provided between 0800 and 1800 AEST.

Performa Group customers enter into a formal arrangement for this option.


Standard Plus
Support includes everything included as a part of Standard Support plus the following:
  • Extended support hours, 06:00 to 22:00 weekdays and on call 08:00 to 18:00 AEST on weekends and public holidays, excluding Good Friday and Christmas Day; and
  • Proactive problem identification and assessment, including an estimation of the costs involved to remediate the problem through problem management.

All activities relating to engaging formal problem management and the deployment of “Support” Releases will be charged on a time and materials basis.

Performa Group Customers enter into a formal arrangement for this option.


Premium
The Premium Support package extends Standard Plus Support by including the provision of User Assistance and Incident Management services 24 hours a day, 365 days a year,.

“Support” Releases will be scheduled monthly and full problem management undertaken.

Performa Group Customers enter into a formal arrangement for this option.