Tier III Support Agreement

• No ‘Call-out’ Charge
• Email support (Monday – Friday from 9:00 AM to 5:00 PM, excluding weekends and holidays)
• Telephone support (Monday – Friday from 9:00 AM to 5:00 PM, excluding weekends and holidays)
• Remote Support (broadband Internet connection required)
• 8-Hour Guaranteed Response Time
• 8 hours of on-site support, per week. Maximum of 16 hours on-site, excluding incident response.
• 8 hours of incident response. (Monthly)
• Access to the Zoll Technologies Help Desk

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.

Out of hours support is chargeable at the following rates:
Per Incident: $95.00/hour *

On-site Network / Server / PC Hardware & Software Support
Tier III Support Plan customers are entitled to 8 hours ‘Free-of-charge’ incident response, per calendar month, with a contracted 8-hour response.

If faster response is required a call-out can be conducted within 4 hours for $95.00.

Tier III Support Plan customers are covered for labor charges by a fixed weekly fee which entitles clients to 8 hours of on-site support, per week. A maximum of 32 hours of on-site support and 8 hours of incident response in 1 calendar month. Thereafter any on-site support provided is charged at a rate of $95.00 per hour.

Call-out:
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 $1,000.00

* 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.