SUPPORT
Desktop Maintenance Contract
- This is a contractually scheduled preventive maintenance. The minimum period of service is three consecutive months with minimum 2 hrs per week or more of scheduled services.
- All work must be performed between the hours of 8:00 am and 5:00 pm, Monday through Friday, excluding holidays requiring a minimum of one hour for on-site visit. Work is performed at the primary business location the client has specified in its contract. No travel time is charged.
Level I Support
- This is a non-contract scheduled telephone or on-site support that requires a same day or next day response. All work must be performed between the hours of 8:00 am and 5:00 pm, Monday through Friday, excluding holidays requiring a minimum of one hour for on-site visit.
- Also includes all work performed during normal hours at location other than the primary business location, including home-based offices. Travel time is charged for an on-site visit.
Level II Support
- This is an emergency telephone or on-site support that requires a same day or next day response. All work must be performed between the hours of 8:00 am and 5:00 pm, Monday through Friday, excluding holidays requiring a minimum of one hour for on-site visit.
- Also includes all work performed during normal hours at location other than the primary business location, including home-based offices. Travel time is charged for an on-site visit.
Level III Support
- This is a telephone or on-site support after business hours. Work is performed on weekdays after 5:00pm, on weekends or on official company holidays.
- All work requiring an onsite visit will be charged a minimum of two hours and one-half hour for phone support. Also includes all work performed after hours at a location other than the primary business location, including home-based offices. Travel time is charged for an on-site visit.