SupportIT! Options
How SupportIT! Options Work
Our goal is to ensure our client’s peace of mind while not creating unnecessary expense. To do this, we have designed a support program in which the client gets the desired response time with minimal investment.
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Gold |
Silver |
Bronze |
Service Window |
24 Hours (excluding holidays) |
9:00am – 5:00pm (excluding holidays) |
24 Hours (excluding holidays) |
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Service Response Time |
Immediate to 4 Hours |
Immediate to 24 Hours |
Immediate to 4 Hours |
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Telephone Response Time |
Immediate to 2 Hours |
Immediate to 12 Hours |
Immediate to 2 Hours |
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Escalation if required. |
l |
l |
l |
DIAGNOSIS AND REPAIR |
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Component is diagnosed and repaired. |
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l |
l |
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Remote Diagnosis |
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m |
l |
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Quarterly System Check Up |
l |
m |
l |
SERVICES |
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Asset Management |
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l |
l |
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Patch Library |
l |
l |
l |
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Service Bulletins |
l |
l |
l |
Virus Updates |
l |
m |
l |
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Regular Scheduled Visits |
l |
m |
m |
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Third Party Software Support |
l |
m |
l |
REPORTS |
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Configuration Documentation |
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l |
l |
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Information Technology Progression Plan |
l |
m |
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COST |
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On-Site Block Time rate $65 |
$85.00 per hour 10 hr. block - $650 |
$85.00 per hour 8 hr. block - $520 |
$85.00 per hour 10 hr. block - $650 |
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Travel Time |
$30.00 per hour |
$30.00 per hour |
$30.00 per hour |
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Email/Phone2 |
$35.00 per hour ($17.50 minimum) |
$35.00 per hour ($17.50 minimum) |
$35.00 per hour ($17.50 minimum) |
2 Email support billed as phone support, time is billed per minute with a 5-minute minimum.
All support packages are purchased in blocks before an incident occurs. Gold and Silver Packages are activated on first day of the month, and will expire on the last day of the month. Bronze Package is activated on the first service call and will expire in 31 days, regardless if they are fully used or not. Service response times are guaranteed. A package can not be increased during the time period it is active. All time out side the block purchase during that active period will be billed at the normal rate of $85 per hour.
Call 519-371-7787 or Email
info@thebox.ca
