Essential
Faster response times and expert support for growing businesses.
Support
Real Engineers. Real Fast.
No scripted call centres. No endless hold music. When you reach out to Amaze, you speak directly to qualified systems engineers based in our Australian operations centre.
100% Australian Onshore Support
SLA Defined Critical Response
24/7 Network Operations Centre
Find the Right Plan for Your Business
Whether you're after responsive ticket-based support or a dedicated partner in your corner, we've got your back.
Premium
Priority support with dedicated assistance for mission-critical needs.
Compare Support Plans
Get started, pick the level of access that suits your operations.
| Base (Free) | Essential | Premium | |
|---|---|---|---|
| Price (Monthly) | $0 | $150/month AUD or 10% of your monthly Amaze charges, whichever is higher | $2,000/month AUD or 10% of your monthly Amaze charges, whichever is higher |
| Products & Services covered | All core Amaze solutions | Full coverage for all Amaze products, services, and third-party solutions sold via Amaze | Full coverage for all Amaze products, services, and third-party solutions sold via Amaze |
| Service Level Agreement (Response Time) | Best Efforts | Critical system outage. 24/7. Response in under 2 hours High impact issue. Response in under 8 business hours Non-critical or partial impact. Within 2 business days Minor or general issues. Within 3 business days | Critical system outage. 24/7. Response in under 30 minutes High impact issue. Within 2 hours Non-critical or partial impact. Within 4 hours Minor or general issues. Within 1 business day |
| How to Raise a Case | Submit via ticketing portal | Direct access via phone and ticketing portal | Direct access via phone and ticketing portal |
| Escalations / Priority 1 cases | , | 24/7 escalation available (see full T&Cs) | 24/7 escalation available (see full T&Cs) |
| Third-party software support | , | , | We offer guidance and troubleshooting for interoperability and configurations |
| Access to Backups / Disaster Recovery | , | Available as add-ons | Available as add-ons |
| Amaze Managed Services | , | Optional monitoring and management available | Optional monitoring and management available |
| Network Monitoring & Alerting | , | Optional add-on with a minimum term of 3 months | , |
| Exclusions | Backup, managed services, and support for: Third-party software not sold via Amaze, client-owned infrastructure, colocation, cPanel, email/web hosting | ||
| Hours of Support | , | Business support available Monday to Friday, 8am to 6pm AEST, excluding public holidays | Business support available Monday to Friday, 8am to 6pm AEST, excluding public holidays |
| Contract Duration Terms | , | Choose from 12, 24, or 36-month support plans, aligned with your Amaze service contract. For ad-hoc support: minimum of 3 months, with 30 days' notice required for cancellation. Paid months non-refundable. | Choose from 12, 24, or 36-month support plans, aligned with your Amaze service contract. For ad-hoc support: minimum of 3 months, with 30 days' notice required for cancellation. Paid months non-refundable. |
Terms & Conditions
T&Cs subject to changes and price rises, service fluctuations, our usual sales terms like payment a month in advance, cancellation policies.
Escalations, Coverage is purely for Support cases only. Cases raised outside of Amaze faults and issues including managed services, professional services and cases where critical systems are not down, will be declined and will incur a $400 fee.
SLA (Response Time) is the timeframe in which Amaze will pick up the case and respond to the ticket. It does not imply the time it takes to resolve a ticket as each case will be different.
Amaze reserves the right to refuse to provide Amaze Support to any customer that frequently signs up for and then cancels Amaze Support.
We do not augment your team or work on your internal technical issues, but Amaze can offer this as part of our managed services in addition to our Support Contracts agreement.
Once your monthly support fee is confirmed, support billing will be 10% of that amount in advance.
Support Agreement Pricing
We offer flexible support agreements to ensure you get the help you need, when you need it.
Pricing structure: $150 AUD per month, or 10% of your total monthly service charges, whichever is higher.
Your support agreement is billed monthly and dynamically adjusts based on your actual usage. In your first month, the support fee is based on your service charges at the start of your agreement. For each subsequent month, the support cost is calculated based on your previous month's total service usage. This ensures that as your business grows and your usage changes, your support plan remains aligned with your needs.
If you have any questions about how this works or would like a custom estimate, feel free to contact our team.
Frequently Asked Questions
What does "response time" actually mean in my support plan?
Response time refers to how quickly we acknowledge and begin working on your case, not how long it takes to resolve it. Actual resolution times depend on the complexity of the issue.
What's the minimum charge for support?
For Essential and Premium plans, support pricing is based on the greater of:
- A fixed monthly minimum, or
- 10% of your total Amaze monthly charges
Are there extra charges for issues that fall outside my support plan?
Yes. Issues outside of the support agreement scope and outside of business hours may incur a $400 fee.
What are Amaze's business hours?
For Essential and Premium support (unless otherwise stated), business hours are: 8:00 AM – 6:00 PM AEST, Monday to Friday (excluding public holidays). Essential & Premium clients receive 24/7 support for mission-critical system outages only.
Are backups included in any support plan?
No. Backups are sold separately and not included by default. You are responsible for your own backups unless you've purchased a tailored backup solution from Amaze.
Can I just call you for anything?
Only Premium and Essential support tiers offer phone access. Base (Free) support customers are only eligible to use the ticketing portal.
Can Amaze manage my systems for me?
Yes, however, that's a separate Managed Services agreement. Our Support Plans do not include system administration, configuration, or team augmentation by default.
Can I cancel my support plan anytime?
Non-contractual support agreements require 30 days' notice for cancellation and are for a minimum of 3 months.
Can I get discounts or bundled services with a support contract?
Yes. Customers on active Support Contracts are eligible for discounts on certain product lines. Ask your Amaze technical account manager for details.
Need real engineers on call?
Skip the helpdesk lottery. Talk to one of our Australian-based engineers about the support plan that fits your business.