24/7 Emergency Service

The Open Query 24/7 Emergency Service is available in three contexts:

  1. As an option with our ProActive Remote Service Subscription
  2. As a baseline with our Virtual DBA/SysAdmin services
  3. Ad-hoc under emergency rates, subject to availability (not guaranteed). Our rate for unscheduled remote work is AUD 300 + GST per hour for business hours (AEST), AUD 450 + GST per hour all other hours.

For the ongoing arrangements, pricing is calculated on an individual client basis, using a tier system, taking into account existing infrastructure, business processes and other risk factors. The fee is charged per server, per year, with invoicing and full payment annually in advance.

Included in the Emergency Service

  • 24/7 on-call attention by Open Query engineers, based on triggered alerts from one or more monitoring systems.
  • 24/7 emergency phone service: named contacts may call for emergency situations, and key details will be taken by our phone service.  Depending on the situation and time of day, our phone service will “hunt” our engineer(s) on call and arrange for a call back within an hour.  Generally, callbacks occur within 30 minutes of your initial call.

Reference Frame

Our services are provided on a professional best-effort basis. As per the baseline contract we have in place, we aim for the best possible advice and work, and in case of mishaps we try to remedy this at no additional cost.  In case of complete failings, we will repay part or all of a contract period’s relevant fees.

Open Query Pty Ltd will not be subjected to additional liability (other than those stated in our contract, and the significant statutory obligations through Australian law), as this would hinder us doing our work in difficult situations, our make our services much more expensive.   Example: if a fire fighter is made more liable any time they venture into a burning house, they won’t be able to enter that house as the legal risk becomes too great.   Therefore, legal indulgences will inevitably and irrevocably result in termination of the contract at the first available opportunity.  Liability and legalese does not keep infrastructure online; engineers do.

We note and agree on these aspects explicitly with all our clients, as it is important for our relationship: providing quality service, and having the appropriate business processes in place to achieve optimal outcomes.

Please see our Terms & Conditions page for further details.