Support Services

Let HSD’s dedicated Support Management Office take the hassle out of your system support. Our experienced staff can put together a support package, letting you rest easy knowing that we’re there to support you and your stakeholders.

HSD’s support packages have been created to make it easy for you and your organisation to identify what level of support you actually need. We understand that not all systems are created equal and neither should be your 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.

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

If our pre-package support offerings aren’t what you require, we’re also more than happy to work with you to determine the level of support and tailor a package specific to your needs.

Contact Us to speak with our SMO about all things system support.

Visit the HSD recruitment portal for specialised resourcing.