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Support Tiers and Rates
Many of our customers love our Service Level Agreement offerings for high priority, steeply discounted ongoing service and maintenance on their IT systems because they offer same day response at greatly discounted rates. This helps them to plan a steady IT budget, but does require a minimum monthly commitment for 12 months.
For those customers that do not require or desire a Service Level Agreement and desire to request our services on a time and material hourly rate, we offer three levels of support tiers that will fit your needs.
Our highly-trained technicians and engineers are very skilled at what they do, and they are able to do most jobs in less time than other companies that often charge lower hourly rates. For this reason, projects usually end up costing less in total than what our competitors charge.....it takes us fewer hours.
Below is a summary of our various support tiers and their associated rates:
Tier 1 - First Line Support - Rate $175 per Hour
Most of our field service calls fall into this class. Tier 1 level support is our First Line level of support. The basic rate for this level of support is $175 per hour. This level of support requires a minimum of 1 hour if service is provided on-site, and a half-hour if support is provided via remote access. This tier is offered during normal business hours of 9 a.m. to 5 p.m. Monday through Friday.
This support tier is a standard priority tier. Support is provided on a first-come, first-served basis. Requests are queued by appointment and by availability. If technicians must travel outside a 25 mile radius, travel time and expenses may be additional.
Examples of projects that qualify for Tier 1 rates include:
Residential Services:
Internet Hookup / Modem Setup and Activation
Home Networking with home routers
PC or Laptop Installation
PC Memory/Storage Upgrades (RAM and Hard Drive)
Software Program Installation, Upgrades, or Support
Printer Hookup
Data Transfer
Email Issues
Wireless Networking
Simple Virus and Malware Removal
Tutoring
Commercial Services:
PC or Laptop Installation
Network Workstation Setup
PC Memory/Storage Upgrades (RAM and Hard Drive)
Software Program Installation, Upgrades, or Support
Printer Hookup
Data Transfer
Email Issues (Excluding Enterprise Email or mail servers)
Wireless Networking
Simple Virus and Malware Removal
Tutoring
Tier 2 - Advanced Support - Rate $245.00 per Hour
Tier 2 level support is our advanced level of support. This tier is used when advanced engineering and network troubleshooting and maintenance must become involved. The basic rate for this level of support is $245 per hour. This level of support requires a minimum of 1 hour for services provided on-site or for remote access support. This tier is offered during normal business hours of 9 a.m. to 5 p.m. Monday through Friday.
This support tier is a standard priority tier. Support is dispatched as quickly as advanced engineers become available on a first-come, first-served basis. Requests may be queued by appointment and by availability. If engineers must travel outside a 25 mile radius, travel time and expenses may be additional.
Examples of projects that qualify for Tier 2 rates include:
Residential Services:
Structured Home Wiring, Cat 5/6, PowerLine
Computer Backup and Restoration
Stubborn or Complex Virus and Malware Removal
Commercial Services:
Needs Assessment, Engineering and Design
Server Diagnosis and Troubleshooting
Microsoft Windows Server Installation and Configuration
Enterprise Email (excluding Microsoft Exchange-based solutions)
Cloud Server Design, Provisioning, Buildout, and Maintenance
Cloud Storage Solutions including S3 and Azure
Cloud or On-Premise Backup Solutions
Domain Configuration
Business Networks, Router and Switch Programming
VPN and Security Design, Installation, and Maintenance
Enterprise WiFi
Computer Backup and Restoration
Security Audit and Assessment
Voice over IP
Structured Office Wiring, Cat 5/6
Stubborn or Complex Virus and Malware Removal
Tier 3 - Enterprise Or Overtime Priority Support - Rate $365.00 per Hour
Tier 3 level support is our highest level of support, and is the equivalent of the support offered to our Service Level Agreement customers, except that there is no monthly commitment. This tier is used by customers that require high-priority service by our advanced engineering team, with as little delay as possible, and by customers that have advanced enterprise class networks, servers, and/or software. The basic rate for this class of service is $365.00 per hour. There is a minimum of 1 hour for an on-site call or a remote access contact. All support services that a customer indicates are required outside Computer Doctors operating hours of 9 a.m. to 5 p.m. Monday through Friday automatically are also assigned to Tier 3.
This support tier is a high-priority tier. Support is dispatched as soon as customer makes a request, and weekends and after-hours are available. Customers using Tier 3 services get a dedicated engineer, and an emergency contact phone number to use. If engineers must travel outside a 25 mile radius, travel time and expenses may be additional.
Examples of projects that qualify for Tier 3 rates include:
Residential Services:
All services needed outside Computer Doctors normal operating hours of 9-5 Mon-Fri
Systems requiring high availability
Consulting for legal and/or forensic matters
Expert witness testimony or deposition appearance
Advanced Data Recovery
Commercial Services:
All services needed outside Computer Doctors normal operating hours of 9-5 Mon-Fri
Advanced Server Diagnosis and Troubleshooting when escalation is required
Web Design and Construction
Data Center Operations
NOC (Network Operations Center) Operations
Microsoft SQL Server
Microsoft Exchange Server (including Hosted Exchange solutions including Microsoft Office 365)
Terminal Server and RDP
Linux Servers
Microsoft Hyper-V, VMWare, and XenServer
Advanced Programming on Cisco and other commercial-class network equipment
Systems requiring high availability, or mission-critical systems
Network Copier Installation Support
Advanced Data Recovery
Enterprise Software Applications, such as ERP, CRM, real estate, legal, accounting, medical, etc.
Consulting for legal and/or forensic matters
Health Insurance Portability/Accountability Act (HIPAA) Compliance Testing and Remediation
Financial Industry Regulatory Authority (FINRA) Compliance Testing and Remediation
Sarbanes-Oxley (SOX) Compliance Testing and Remediation
PCI DSS Compliance Testing and Remediation
Firewall Penetration Testing and Remediation
Expert witness testimony or deposition appearance
Systems managing patient care, emergency care, or life support operations
For more information about our time and material based Tier offerings, please contact us using the form below.
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