Commercial models
Service models and SLAs
DataOptix works three ways. Pay as you go is ad-hoc smart hands on a 4-hour response SLA with no commitment. Block hours is a pre-purchased pool of engineer time on a 2-hour SLA with priority dispatch. Project-based covers defined pieces of work such as migrations, builds and audits.
The three models
Which one fits your estate
Pay as you go
4-hour response
Pay as you go is ad-hoc smart hands with no commitment. You raise a request when you need one, an engineer is dispatched on a 4-hour response SLA and you are billed for the work done. It suits estates where interventions are occasional and unpredictable.
Best for: Occasional, unplanned work with no ongoing commitment
- 4-hour response SLA
- No minimum commitment or monthly fee
- Billed per intervention
- 24/7 request handling including weekends
- Written close-out and photographs for every ticket
Block hours
Most popular2-hour response
Block hours is a pre-purchased pool of engineer time drawn down as you use it. It carries a 2-hour response SLA, priority dispatch ahead of ad-hoc requests and a named coordinator who knows your estate. It suits customers with regular work or with uptime requirements that make a 4-hour wait too long.
Best for: Regular work, or uptime requirements that need faster response
- 2-hour response SLA
- Priority dispatch ahead of pay-as-you-go requests
- Named coordinator familiar with your estate
- Hours drawn down across any service and any covered city
- Monthly usage reporting
- Pre-arranged facility access lists kept current
Project-based
Scoped per project
Project-based engagement covers defined pieces of work with a start, an end and a deliverable: a migration, a new build, an estate audit or a cabling programme. Scope, schedule and resourcing are agreed up front and the response commitment is written into the project plan rather than an SLA. It suits work too large to draw from an hours pool.
Best for: Migrations, new builds, audits and cabling programmes
- Scope, schedule and deliverables agreed up front
- Dedicated project coordinator
- Multi-site and multi-city delivery
- Documented rollback points for each phase
- As-built documentation on completion
- Post-project support transition into another model
We quote every request rather than publishing a rate card, because the right figure depends on the city, the urgency and the skills the work needs. Send us the site and the scope and you will have a quote back quickly.
Side by side
What differs between the models
| Feature | Pay as you go | Block hours | Project-based |
|---|---|---|---|
| Response SLA | 4-hour | 2-hour | Agreed in the project plan |
| Priority dispatch | |||
| Named coordinator | |||
| Minimum commitment | None | Pre-purchased hours | Project scope |
| Access lists kept current | |||
| Usage reporting | Monthly | Per phase | |
| Multi-city delivery | |||
| As-built documentation | Where the job warrants it | Where the job warrants it | |
| Out-of-hours cover |
Service model questions
How much does smart hands cost?
Pricing depends on the city, the service model, the urgency and the skills required, so we quote each request rather than publishing a rate card. Send us the site and the work and you will have a quote back quickly.
Which service model should we choose?
If interventions are rare and unpredictable, pay as you go keeps things simple. If you need faster response, or you are raising requests most months, block hours costs less per intervention and halves the response SLA. Defined pieces of work such as migrations belong in a project engagement.
Do block hours expire?
Terms are agreed per customer, including the validity period and what happens to any unused balance. We will set that out clearly in your quote so there are no surprises at renewal.
Can we move between models?
Yes. Customers commonly start with pay as you go, then move to block hours once the pattern of work becomes clear. Projects run alongside either model rather than replacing it.
Is out-of-hours work charged differently?
Out-of-hours, weekend and public holiday work is charged at the rate set out in your agreement. It is quoted up front so the cost of an overnight change window is known before you commit to it.
Tell us what you need and we will recommend a model
Describe the estate and how often things go wrong. We will tell you honestly which model costs you least, including when that is pay as you go.