MSA Scope

Base Package

  • Monthly Service Checklist
  • 24/7 Server and/or Workstation Monitoring & Alerts
    (Sys/App Events, Free HDD Space, Excess CPU & RAM Utilisation, Virus Detection, Hardware Failure, Security Violations)
  • 24/7 Help Desk Access including Ticket Submission & Management
  • Priority Response
  • Daily Backup Log Monitoring
  • Staff Remote Access Login Account
  • Unlimited A/Hrs Server Reboots as Requested
  • Anti-Virus/Firewall Audit
  • Backup Integrity Check/Test Restore
  • Minor Requested Tasks & Fault Resolution via Remote Support (1hr/month)
    (User/Email Creation, Backup/Restore Support)
  • Windows Updates A/Hrs
  • FREE Website Content Filtering
  • FREE Monthly Service Reporting (Suitable for Accreditation/Security Documentation)
  • Ongoing Security & Disaster Recovery Consultations
  • Ongoing Network Audit/Review Process for Budgeting


Medical Support Add-On

  • HCN MBS Fees Update as Released
  • BestPractice Drug Update as Released
  • Terms and Conditions
    – HCN Program & Drug updates by Appointment only ‘ suitable downtime must be scheduled.
    – BestPractice Program updates by Appointment only ‘ suitable downtime must be scheduled.
    – All fees listed in the Scope of Support above recur monthly.


Corrective Maintenance/Ad-Hoc

Corrective Maintenance ‘ whereby NOYTECH staff correct a system defect that is precluding normal operation of the system. This support can be
provided in one of two ways:

(i) Phone/Email/Remote Assistance ‘ Remote assistance is where NOYTECH staff addresses Client queries over the phone, via Email or by Remote
Desktop Support.

(ii) On-Site Assistance ‘ Where immediate assistance is required by Client, but not during the time of the proactive support visit. In some cases, the
scope of assistance may be within those normally associated with proactive support visits, but the assistance must be provided immediately.

The response associated with a particular call is defined by the priority associated with the call. The client designates the property of the call at the
time of making the call. These priorities are defined as:

High Priority: If the problem cannot be resolved remotely, it is escalated to an appropriate Engineer who will be on-site within 4 hours. This category
of call attracts a premium cost as defined in the schedule of costs, and a minimum 2 hour charge may apply with any additional time charged in 1-
hour increments. Charging will include travel-time.

Normal Priority: If the problem cannot be resolved remotely, it is escalated to an appropriate Engineer who will be on-site at the next available time as
agreed to by both parties. This category of call attracts a standard cost as defined in the schedule of costs.

Low Priority: If the problem cannot be resolved remotely, the problem will be attended to during the next scheduled visit. This category of call attracts
a standard consultant cost as defined in the Fee Schedule.


Defined Tasks

These are tasks that are of significant scope and cannot be accommodated within the regular maintenance schedule. These tasks will be clearly
defined, the duration and cost estimated and the cost agreed between NOYTECH and Client prior to commencement of the task. The cost for
provision of these services will be based on the level of resources required and follow the agreed cost schedule. The tasks can include infrastructure
and/or application requirements including tasks such as system upgrades, server installation, peripheral upgrade, website design and development
and database design and development.


Help Desk

The NOYTECH Help Desk is the prime contact point for each of these types of support, and provides:

  • Recording of calls;
  • First stage solution of problem;
  • Tracking status of call;
  • Escalation of problems to solution;
  • Reporting of client activity;
  • Monitoring of SLA performance; and
  • Provides a charging mechanism.



Response is defined as NOYTECH’s contact with the client, and the commencement of active problem solution. This may be by telephone, email,
personal site visit or other agreed means.


Hours of Operation

The NOYTECH Online Help Desk facility operates 24 hours a day, 7 days a week.

Normal Operating Business Hours are from Monday to Friday excluding QLD public holidays between the hours of 8.30am to 5.00pm EST time.


Period of Agreement

This agreement shall remain valid for 12 months from the date of effect, unless otherwise agreed to by both parties in writing. Review may occur at 3
monthly intervals, and necessary modifications made to the MSA.


Rates for Service

Please request a copy of our current Fee Schedule




NOYTECH is staffed by qualified engineers who have been accredited through the Microsoft Certification Program to provide expert advice and

Service Level Reporting

NOYTECH will maintain a record of all site visits and may provide a monthly report including tracking number, any problem, action taken and the final
resolution action recommended to rectify the fault.

All site visits are to be recorded in the on-site log book provided by Client.

Dispute Resolution

Where a dispute arises regarding the level of service provided by NOYTECH, the matter will be escalated within both organisations for the attention of
senior management. Senior management from both organisations will endeavour to resolve the dispute and, when this is achieved, the details will be
relayed by each party to the operational personnel who initiated the process.

Amendments to the Agreement

This agreement can be extended by mutual consent, in writing, to increase the level of service provided or to include other software or hardware in
use by Client.



Supportable Versions

NOYTECH will offer support for the current major software release level (e.g. Office 2016) of all products covered by this agreement. Support will be
provided for previous versions (e.g. Office 2013/2010) of these products at their latest release level.

External Dependencies

NOYTECH is not responsible for delays by third parties in connection with the attempted resolution of a problem. This covers the involvement of
Client staff as well as vendor personnel. Similarly, NOYTECH is not responsible for delays in the supply of software fixes or upgrades. NOYTECH will,
however, make every reasonable effort to assist Client by using its commercial position and relationships to expedite the delivery of goods and

Other Problems

Where it is established that a fault is related to software or hardware components not covered by this agreement, NOYTECH will advise the Client
designated contact of this conclusion. It is then the responsibility of the Client designated contact to take appropriate action to deal with the
problem. NOYTECH is not responsible for any time delays encountered during the subsequent investigation and resolution of the problem.

Client Responsibilities

Client personnel will cooperate with NOYTECH staff in their endeavours to resolve problems.

  • Client will advise NOYTECH of any changes to the list of designated contact officers.
  • If the scheduled onsite maintenance falls on a public holiday the visit is to be rescheduled for as soon as possible.
  • Client is to provide access to the server room and premises during the agreed hours.


Implied Terms

If any legislation implies a condition or warranty in this agreement, which is an agreement for the supply of services or the supply of services and
materials, and that legislation prohibits contracts from excluding such an implied condition or warranty, then such condition or warranty is deemed
included. However any liability of NOYTECH for breach of such implied condition or warranty shall be limited at the sole discretion of NOYTECH to:

  • Supply the services again or provide payment for the cost of having the services supplied again.
  • Replace or repair the materials or provide payment for the cost of replacing or repairing the materials.


Warranties & Limitation of NOYTECH Liability

1.1. NOYTECH warrants that it will use all reasonable care and skill in the supply of the Services.

1.2. NOYTECH shall maintain adequate workers’ compensation insurance and public liability insurance throughout the term of this Agreement and
indemnifies the Customer in respect of loss or damage to the Customer’s tangible property or personal injury or death to the Customer’s employees,
agents or contractors or invitees caused by any act or omission of NOYTECH employees, agents or contractors.

1.3 Save and except for clause 1.2:

1.3.1. NOYTECH disclaims any liability in negligence arising from the supply of the Services and the Customer agrees that NOYTECH’s only liability
may be in contract and pursuant to this Agreement;

1.3.2. NOYTECH’s liability for breach of any material term of this Agreement is limited to a sum not exceeding a sum equivalent to the invoice in
respect of which work the alleged breach has occurred; and

1.3.3. Without limiting 6.3.2, in no event will NOYTECH’s liability include any amount for consequential loss or damage including loss of profits, loss
of revenue, loss of data or any special, speculative, indirect or contingent losses.

1.4. The parties expressly agree that the limitation of liability set out in clause 6.3 is reasonable in view of the nature of the Services to be supplied
pursuant to this Agreement and the actions of the Customer in obtaining reports and generally reviewing the supply of Services by NOYTECH.

1.5. The Customer warrants that it has not relied on any representation made by NOYTECH not expressly set out herein.

1.6. The parties expressly agree that the time within which any action may be brought arising out of this Agreement is limited to twelve (12) months
from the date the cause of action arose or the date upon which the cause of action was or should reasonably have been discovered.


Force Majeure

2.1. Where a party cannot perform any of its obligations under this Agreement (except an obligation to pay money) due to circumstances beyond its
reasonable control, including but not limited to, acts of God, war, industrial disputes, change of law, power or mechanical failure, defects in
telecommunication equipment and/or computer viruses, that party’s obligations are suspended for as long as the Force Majeure continues and if Force
Majeure continues for more than sixty (60) consecutive days preventing either party from performing its obligations, then either party may terminate
this Agreement.