The resources that DGB provide can be on 24 hours when needed. However, if the customer choose to opt for a fixed time frame (eg. 9am – 5pm) in the SLA / maintenance agreement, then our resources would be available on a per call basis outside the fixed time frame. The Add-Hoc services rates are usually based on
• Day and Time of support required
• Distance travelled from nearest data centre and the available mode of transport
• Urgency of problem (response time required)