Support Services

Support services and specialised management of your IT applications

HSD’s support inclusions and benefits have been allocated into Bronze, Silver and Gold packages and based on the client requirements, the different offerings allows the client to choose the appropriate level of support.
The Silver and Gold packages can be tailored in terms of available hours for the dedicated technical team and all support packages are available for Cloud and On-Premises hosted solutions, however, some services may be limited if HSD has restricted access. The contract period is a minimum of 12 months and the investment pricing is for both the ‘Support’ and ‘Technical’ services to be invoiced monthly in advanced.

Inclusions and Benefits

Bronze

Silver

Gold

HSD Support Services
(Hours are 8.30am to 5.30pm local time excluding Victorian public holidays)

Dedicated HSD JIRA Incident Management and Service Request Portal

Preliminary Review and/or Investigation of Support Requests

Incident Support
(Technical Services)

New Development and Enhancements to Existing Functionality
(Technical Services)
(Based on the required effort and specific delivery time, additional costs may apply)

DevOps and Deployments
(Technical Services)

Security Services
(Technical Services)
(Risk Focus and Cyber Security Controls)

Protected From Future Rate Increases
(Duration of the Contracted Period)

Blended Discounted Rate for HSD Technical Services

90 Day Warranty for Deployments

Rolled Over - Technical Services Contracted Hours
(Maximum 3 Months)

D365 Upgrade Assessment
(2 per year, Cloud or On-Premises HSD Access, Configurations and customisations will be assessed, and a report provided
to determine the effort involved (if any) to upgrade. For Silver Package, any work required will be charged at T&M.)

Dedicated Account Manager

Monthly Report

Monthly Meeting

Service Level Agreement
(as per contract)

D365 Upgrades
(2 per year, Cloud or On-Premises HSD Access)
(Capped at 60 hours of effort per upgrade and any effort exceeding will be charged at T&M)

Proactive Maintenance
(Planned)

Reactive Maintenance
(Unplanned)

Technical Services - Contracted Hours (Monthly)

Ad-Hoc / T&M Work

15 30 45 60 40 60 80 100

Inclusions and Benefits

Bronze

Silver

Gold

HSD Support Services
(Hours are 8.30am to 5.30pm local time excluding Victorian public holidays)

Dedicated HSD JIRA Incident Management and Service Request Portal

Preliminary Review and/or Investigation of Support Requests

Incident Support
(Technical Services)

New Development and Enhancements to Existing Functionality
(Technical Services)
(Based on the required effort and specific delivery time, additional costs may apply)

DevOps and Deployments
(Technical Services)

Security Services
(Technical Services)
(Risk Focus and Cyber Security Controls)

Protected From Future Rate Increases
(Duration of the Contracted Period)

Blended Discounted Rate for HSD Technical Services

90 Day Warranty for Deployments

Rolled Over - Technical Services Contracted Hours
(Maximum 3 Months)

D365 Upgrade Assessment
(2 per year, Cloud or On-Premises HSD Access, Configurations and customisations will be assessed, and a report provided
to determine the effort involved (if any) to upgrade. For Silver Package, any work required will be charged at T&M.)

Dedicated Account Manager

Monthly Report

Monthly Meeting

Service Level Agreement
(as per contract)

D365 Upgrades
(2 per year, Cloud or On-Premises HSD Access)
(Capped at 60 hours of effort per upgrade and any effort exceeding will be charged at T&M)

Proactive Maintenance
(Planned)

Reactive Maintenance
(Unplanned)

Technical Services - Contracted Hours (Monthly)

Ad-Hoc / T&M Work

15 30 45 60 40 60 80 100

Managed services

Allow HSD to host your systems for you, keeping them running smoothly and efficiently at all times. Our range of interchangeable support offerings include:

HSD is equipped with the technical skills to service and manage a variety of applications, based on your unique business infrastructure and system requirements. Pick and choose what works best for your organisation, and allow us to facilitate your growth. Take a look at some of our digital partners to see how we can service your needs.

  • Level 1 service desk
  • Level 2 and level 3 application support
  • After-hours support
  • Infrastructure and managed services offerings
  • Vendor escalation

Visit the HSD recruitment portal for specialised resourcing.