Technician attendance at your rack is performed to written instruction from an authorised contact. Scope covers power cycling, cabling and patching, media exchange, visual inspection with photographic confirmation, hardware receipt and installation support, and vendor escort.
Business hours attendance is billed at $180 per hour in 15-minute increments. Pre-arranged after-hours attendance is $270 per hour, one hour minimum. Unplanned after-hours attendance is $385 per hour, two hour minimum. The applicable rate is determined by when the work is performed. Attendance is by Caznet's Adelaide-based team.
Attendance rates
Charged at the rate applicable when the work is performed. All rates exclude GST.
| Attendance | Rate (ex GST) | Minimum | Notice |
|---|---|---|---|
| Business hours | $180/hr | 15-minute increments | Scheduled |
| After hours — pre-arranged | $270/hr | 1 hour | Booked in advance |
| After hours — unplanned | $385/hr | 2 hours | No notice required |
Business hours are as published on the contact page. Larger scopes of work — rack builds, migrations and bulk decommissions — are quoted as a project rather than billed hourly.
Work performed at the rack
Physical work not listed here can generally be accommodated on request.
Power cycling
Hard power cycling of servers, switches and appliances, including where management and out-of-band access are both unavailable.
Cabling and patching
Running, re-routing, labelling and dressing of copper and fibre within the rack. Includes patching between customer equipment and a cross connect.
Media exchange
Insertion and exchange of USB media, drives, tapes and licence dongles for offline recovery, firmware loads and console-based work.
Visual inspection
Confirmation of link and status indicators, alarm panels, drive fault indicators and console output. Photographic confirmation supplied.
Hardware receipt and installation
Receipt of equipment on the customer's behalf, unpacking, racking and build-out support, including work alongside vendor technicians. See the ClickView case study.
Vendor escort
Meeting hardware vendors at the facility, escort to the rack, and coordination with vendor support teams for the duration of the work.
Raising a request
Priority definitions, response targets and escalation are set out in the Service Level Agreement.
Where remote hands applies
Infrastructure remote from staff
Interstate and overseas organisations with equipment in Adelaide obtain local attendance on an hourly basis, without travel for individual tasks.
Managed service providers
Providers supporting Adelaide clients from another city use remote hands as on-site capability, without staff or travel budget in South Australia.
Small internal IT teams
Physical work at the rack is passed to Caznet where attendance by a small team would displace other priorities.
Vendor warranty attendance
Hardware vendors attending the facility require escort. Caznet meets the vendor, escorts to the rack and coordinates with vendor support.
ClickView
A national video learning platform, running from infrastructure at the facility.
When ClickView's infrastructure was installed, Caznet received and handled hardware on their behalf and worked with Dell technicians during build-out. Caznet continues to provide remote hands and remote support, assisting with hardware maintenance and coordinating with vendor support teams as required.
ClickView operates the platform without an on-site presence in Adelaide.
Read the ClickView case studyFrequently asked questions
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Business hours attendance is $180 per hour in 15-minute increments. Pre-arranged after-hours attendance is $270 per hour, one hour minimum. Unplanned after-hours attendance is $385 per hour, two hour minimum. All rates exclude GST. The applicable rate is determined by when the work is performed rather than when it was requested.
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By email to support@caznet.com.au, specifying the work required, the requesting contact and the perceived priority. Requests must be initiated by a person authorised in advance to act on the customer's behalf. Priority 1 and Priority 2 matters are additionally reported by telephone on 1300 229 638, option 9 for the 24/7 urgent line, or +61 8 8470 8900 during business hours.
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Yes. Caznet can take receipt of equipment, unpack it and assist with racking and build-out, including work alongside vendor technicians. Advance notice of the delivery and its contents is required.
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Business hours attendance is billed in 15-minute increments. Pre-arranged after-hours attendance carries a one hour minimum. Unplanned after-hours attendance carries a two hour minimum.
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Caznet's Adelaide-based team. Requests are handled locally rather than through an offshore call centre or by a technician dispatched interstate.
Adelaide colocation
Arrange attendance at your rack
Email support@caznet.com.au or call our Adelaide team.