Tier I Support Agreement

• No ‘Call-out’ Charge
• Email support (Monday – Friday from 9:00 AM to 5:00 PM, excluding weekends and holidays)
• 48-Hour Guaranteed Response Time
• 2 hours of on-site support, per week. Maximum of 8 hours on-site, excluding incident response
• 2 hours of incident response. (Monthly)

Initial Site Audit
A full site audit will be conducted so that a comprehensive support plan can be implemented.

The audit process includes bringing servers and contracted desktops/laptops/workstations up-to-date with appropriate service packs and system drivers to identify and minimize possible problem areas to ensure maximum stability and up-time during the term of the contract.

Audit Costs

Telephone/Email Support
Charged on a per incident basis at the following rates:
Per Incident: $95.00/hour

Remote Support**
An increasingly efficient option involves remote access support. Systems are setup to enable both remote access to system servers and where appropriate desktops, laptops and workstations.

This allows a technician to access, investigate and maintain a system as if they were locally present. Although not always a substitute for on-site support it can provide a cost-effective and efficient option to ensuring faults, if they arise, can be dealt with promptly, minimizing downtime and consequent financial loss.

Charged on a per incident basis at the following rates:
Per Incident: $95.00/hour

On-site Network / Server / PC Hardware & Software Support
Tier I Support Plan customers are entitled to 0 hours ‘Free-of-charge’ incident response, per calendar month, with a contracted 48-hour response. Incident Response is charged at a rate of $95.00 per hour.

If faster response is required a call-out can be conducted the next Business Day for $50 or within 8 hours for $65.00 or 4 hours for $95.00.

Tier I Support Plan customers are covered for labor charges by a fixed monthly fee which entitles clients to 8 hours of on-site support, per month. A maximum of 8 hours of on-site support in 1 calendar month. Thereafter any on-site support provided is charged at a rate of $95.00 per hour.

Charged on a per incident basis at the following rates:

Call-out:
Next Business Day – $50.00
Same Day – 8 Hour Response time – $65.00
Same Day – 4 Hour Response time – $95.00

Systems supported
Windows/Linux Desktops/Laptops/Workstations
Windows Server Family (including Networking facilities)
Linux Server (including Apache Web Server)

Monthly fee of $250.00

NOTE: Tier I Support Agreements do not include Telephone, or Remote Support options. If clients desire to avail themselves of theses options the client will incure larbor costs at the rate of $95/hour.

* Per incident rates are effective after contracted incident response has been used.

** Remote Support requires the installation of Remote Administration software.

All prices exclude parts required to effect repairs to restore equipment to a functional state.