Wilkinson Electronic Document Solutions

PRICING STRUCTURE FOR AFTER HOURS EMERGENCY SUPPORT & CONSULTING

PLEASE BE AWARE THAT THE AFTER HOURS (A/H) EMERGENCY SUPPORT LINE IS INTENDED FOR EMERGENCY SITUATIONS ONLY. IF THE ISSUE OR QUESTION CAN WAIT UNTIL NORMAL BUSINESS HOURS THEN PLEASE SEND AN EMAIL TO This e-mail address is being protected from spambots. You need JavaScript enabled to view it AND IT WILL BE ATTENDED TO AS SOON AS POSSIBLE.

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Emergency Support After *Normal Business hours

After hours calls in an emergency situation, late evenings and early mornings.

The support numbers to call after *normal business hours are:

• Australian callers: 1300 135 770
• Overseas callers: 61 3 9818 1320

These numbers will be diverted to the Wilkinson support department mobile phone during evenings and on weekends. Please be patient, as it will need to go through two diversions before it gets to our on call support mobile. This mobile phone will be monitored between the hours of #8am-10pm Monday - Sunday. This time will be billable at the discretion of the on call technician, our normal consulting rate + 50% would be applicable if applied.

Billable time: The on call support technician will deem any A/H support time to be chargeable if the support is related to a problem that has been caused by human intervention or external forces unrelated to the WilComm system ie: other software upgrade/power outage/hardware failure etc. The on call technician will alert the caller as soon as he/she has made this determination.

Non Billable time: The A/H support call will not be a chargeable call if it relates to a problem caused directly by a failure of the WilComm software or related products. The on call technician will alert the caller as soon as he/she has made this determination.

*NORMAL BUSINESS HOURS = 9AM - 5PM Monday - Friday (not including public holidays)

# Calls received between 10pm-8am will be diverted to voice mail, please leave a message and your call will be returned during business hours.

After Hours On Call Support/Consulting

This level of after hours support is intended for clients who know that they may need assistance after normal business hours. Perhaps you are performing an upgrade of an operating system or a Wilkinson product over the weekend and would like to have the insurance of a support contact standing by in case any problems are experienced.

We would request that clients book this time in advance and would ask that they purchase a block of time (a minimum time of 1 hour will be available). This block of time would be charged out at our normal consulting rate plus 50% (i.e.: time and a half, please obtain a quote at the time of booking).

If no call is received by the on call employee then 50% of the quoted time would be charged/invoiced to the client to cover the employee being on "On Call By Request".

To ensure this procedure is executed smoothly please be sure to let us know in advance so the most appropriate person is on call for your specific needs.

After Hours On Site Support/Consulting

The same conditions as the "On Call Support" apply to On Site Support keeping in mind that a payment of travel time is also required in this situation.

*NORMAL BUSINESS HOURS SUPPORT / CONSULTING

Business Hours Support

For all your support needs to be met with efficiency during normal business hours please note that we require you to send us an email stating your support query. Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

When emailing a support department technician directly please always cc: This e-mail address is being protected from spambots. You need JavaScript enabled to view it to ensure that your email will be attended to as soon as possible.

Please ensure that you include as much detail as possible in this initial email including the following:

1. Version numbers, log files and ini files can be obtained by running a WilComm snapshot. If the Snapshot appears to be too large to send via email you can open it and eliminate database files and any form related files .f3t .f3x .fmp .map.
2. Operating system version numbers
3. Outline any activity that had taken place prior to the issue becoming known. ie, new form, MS updates, other software upgrades or installations.
4. Please state if the PC is used for any other purpose.
5. Any other information that you may feel is relevant.

For contact with our support department via the phone during normal business hours please use the following numbers:

• Melbourne callers 9818 1320
• Australian callers 1300 135 770
• Overseas callers 61 3 9818 1320

 *NORMAL BUSINESS HOURS= 9AM - 5 PM Monday - Friday (not including public holidays)