5. Appendix A: Support and Maintenance

The support and maintenance programme has the following goals, in order of priority:

• Ensure the reliability and availability of the system.

• Ensure that all components are functional.

• Ensure the integrity of the site. Are security patches to the computer system and web publishing platform applied?

• Monitor and enhance the performance of the site in terms of goals. Is it presenting the organisation in the most effective way? Is it being picked up by search engines effectively?

• Enhance the site over time. Web publishing is an evolving area of technology. There are regular enhancements to communications methods and technologies. Graphic designs may need a refresh.

• Support the publishing process or develop resources for the site and perform publishing tasks.

Under this agreement we propose to provide:

• Hosting of the system and platform.

• Security upgrades on a quarterly basis or more urgently if urgent security patches are released.

• Monthly review of the performance of the site.

• Support for publishing activities.

It is expected that the effort allocated will be approximately 2 days per year. This is expected to provide 'urgent support', security updates and twice yearly minor patch upgrades.

If active publishing, production of materials or updates to the site are required additional time can be purchased in advance based on a block of work or the support level increased to a premium package.

Interlated is contactable via phone, email or the support desk. The service level agreement is next business day response during business hours. Out of hours responses are on a 'best efforts' basis and will incur a 2x standard hourly rate charge.

Rimuhosting provides a 24 hour, 7 days a week. They are available via their website and if you mention the name of your server (to be provided) they will perform emergency maintenance, such as rebooting, on the server.

The support address for Interlated (multiple recipients) is contact@interlated.com.au. We don't ask customers to log every support request, however we will for tracking purposes. The support desk site is: http://support.interlated.com.au.

Interlated provides support services to a range of organisations including government departments, corporations and unions.