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Enhanced Service Availability Contracts |
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Service Offerings |
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All of our clients receive our "Green"
level of service, and there is no monthly charge associated with
this service level. At this level of service we are available during
our regular business of 9:00 am thru 5:00 pm, Monday thru Friday,
excluding holidays. We will make our best effort to respond to your
service requests, but there is no guaranteed response time.
Generally we can be onsite in less than three hours, or, in an
emergency, as soon as we can drive to your location. Please note
that emergency calls incur an additional $50 fee for priority
response. For those of our clients who feel they will need to contact us on the weekends, our " Yellow " level of service is recommended. With this level of service, we commit to returning your call within two hours between 8:00 am and 6:00 pm every day of the week, including weekends, but excluding holidays. If work needs to be performed outside of those times, then the rate will be our standard overtime charge of time-and-a-half for weekends and after hours, and double-time for holidays. For businesses who have an absolute requirement that their computers and networks are up and functional 24 x 7, and who may need to contact us at any time, any day of the year, including holidays, we recommend our "Red (Business Critical)" support contract. With this level of service, we commit to returning your call within one hour, no matter when you call us - at any time, every day of the year. This contract carries with it the additional benefit of no overtime charges, ever. These contracts guarantee availability, but do not include any labor hours. Any and all work performed will be billed separately. |
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| Level | Coverage | Cost per month | Benefits |
| Green (Standard) |
9:00 am to 5:00 pm Monday thru Friday excluding Holidays |
$0 | Best effort response time |
| Yellow (Priority) |
8:00 am to 6:00 pm Monday thru Sunday ( 7 days per week excluding Holidays ) |
$100 | 2 hour priority response time |
| Red (Business Critical) |
24 x 7 x 365 including Holidays |
$250 | 1 hour priority response time, plus, no overtime charges ever |
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