Rates Schedule

Most of our work is provided under a managed-service agreement. Day-to-day remote support is included in both Advanced and Security Plus. Security Plus also includes onsite support within Christchurch.

If work falls outside your managed-service scope, we normally agree the charge with you before it begins. The exception is urgent after-hours support requested by you, where the urgent after-hours rate may apply without separate prior approval.

All rates exclude GST. Last updated: October 2026

What You May Be Charged For

Managed-service clients: normal day-to-day remote support is included in the monthly fee. Advanced clients pay separately for onsite support; Security Plus includes onsite support within Christchurch.

Projects: migrations, implementations, upgrades and other defined project work are scoped and quoted at a fixed fee before work begins.

Consultancy / time and materials: used only where work genuinely cannot reasonably be scoped as a fixed-fee project, and agreed in advance.

After hours: planned after-hours work is booked in advance. Urgent after-hours support is an immediate response to an unexpected issue that cannot reasonably wait until the next Business Day.

Rates

Work for organisations outside a managed-service agreement is offered selectively and subject to availability.

Service	Advanced	Security Plus	Non-managed, where accepted
Day-to-day remote support	Included	Included	$245/hr
Onsite support within Christchurch	$185/hr	Included	$245/hr
Consultancy / time and materials	$207/hr	$207/hr	$300/hr
Planned after-hours support	$277.50/hr	$277.50/hr	$367.50/hr
Urgent after-hours support	$416.25/hr	$416.25/hr	$551.25/hr

Separately charged remote support is billed in 15-minute increments. Separately charged onsite and after-hours work has a one-hour minimum. Consultancy is billed as agreed.

Security Plus onsite inclusion applies within Christchurch. Work outside Christchurch is arranged separately. After-hours rates still apply when work is carried out after hours.

Response-Time SLAs

Managed-service clients have the following response-time commitments for requests lodged during Business Hours. Priority is based on business impact. These are response times, not guaranteed resolution times.

Priority	Response
Critical	1 hour
High	2 hours
Medium	4 hours
Low	8 hours

Critical and High priority issues must be lodged by phone on 0800 487 883. Business Hours are 9:00am to 5:00pm Monday to Friday, excluding Canterbury public holidays.

Common Questions

Will you charge me before telling me?

Normally, no. If work falls outside your managed-service scope, we tell you and agree the charge before it begins. The exception is urgent after-hours support: if you call for immediate assistance outside Business Hours, the urgent after-hours rate may apply without separate prior approval. This is disclosed in this Rates Schedule and in our after-hours phone message.

How do I get help after hours?

Phone us on 0800 487 883. Planned after-hours work is booked with us in advance. Urgent after-hours support is for an unexpected issue that cannot reasonably wait until the next Business Day. After-hours charges may apply. Our 24/7 security monitoring is separate from after-hours service desk support.

How are managed-service fees invoiced?

Managed-service fees are invoiced on the last calendar day of the month before the service period and are due on the 20th of the service month. Any separately approved chargeable work is invoiced in accordance with the applicable quote or invoice terms.

Can you do work for organisations that are not under management?

Sometimes. We primarily provide support and project services to organisations under an active managed-service agreement. Work for organisations outside a managed-service agreement is offered selectively and subject to availability.

Questions about your rates or agreement? Contact us at info@itstuffed.co.nz or call 0800 487 883.