Support Agreements

Support Services Agreements
We offer a full compliment of support services to ensure continued operational readiness for all network topologies and operating systems.  Support services are offered on either a time and materials basis or under a contracted support agreement:

Remote Monitoring Support:  Support services are conducted on a flat-fee basis and are tiered depending on the services that are monitored on a daily basis.  Such services include log files, backup verification, anti-virus updates and logs, and service reviews.  Onsite emergency services are available; however, we provide no guarantee for response time.

Time and Materials Support: Support services are conducted at our prevailing time and materials rate. Scheduling and availability is based on a first come first served basis. Emergency services are available; however, we provide no guarantee for response time.

Block Time Support Agreement: Support rates are discounted on the basis of total support time purchased. Support time under a block agreement is pre-paid and must be consumed within a period of one year. Support time is scheduled on a first come first served basis.

Scheduled Support Agreement: Support rates are discounted on the basis of total support time forecasted. Support time under a scheduled support agreement is pre-scheduled and will be serviced by the same technicians. Additional support is available on a call in first come first served basis

Guaranteed Emergency Support Response Time

Both block and scheduled support contracts listed above entitle you to emergency support with a 4-hour response for critical network failures and immediate dispatch for major catastrophes. A 24-hour pager service is available for all support agreement customers.