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Support Agreements
For those customers who rather pay for support with a fixed monthly
payment, we offer our customers the option of purchasing prepaid support
hours at a discounted rate, thus saving you time and money. HOW DOES IT WORK?
 Prepaid customers receive
priority response time1.- Agreements are based on the average support requirement for
that particular customer. Minimum
of 4 hours per month.
- Prepaid service customer are not charged for onsite service
call fee. (Current fee rate is $30.00 per incident.)2.
- Hours that are not used in a month will
be rolled over to the next month, up until the end of the calendar
quarter.
- Additional hours required will be billed at the same reduced
rate.
- We will notify customers at the end of the quarter of any
unused hours and schedule a service call to perform routine maintenance which includes, but is
not limited to:
- Check of disk, folder and file integrity on file servers
and workstations.
- Cleanup of temporary files.
- Install latest update and patches for operating systems.
- Update anti-virus definitions (if necessary).
- Audit of server event log files.
- Review of backup and administrative procedures and logs.
RATES (Savings of up to 40%!)
- $95.00/hour. Minimum of four (4) prepaid hours .
(Regular rate: $110.00)
- $85.00/hour. For customers that purchase at least twenty (25)
prepaid support hours per calendar quarter.
- Special projects and onsite calls involving delivery and
installation of new products will be billed at $100.00/hour. (Regular rate: $110.00)
(1) Priority response time for non-emergency
calls is eight (8) business hours. Priority response time for emergency calls is
two (2) business hours. Emergency calls are considered those
incidents that involve multiple users
unable to access the files on a file server and or local area
network. Business hours are considered Monday through Friday 9am
through 5pm, excluding holidays. (2) For
Miami-Dade county customers only.
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