Customers that elect not to have a tech support plan can purchase hours of tech support. We will respond to all tech support requests in a reasonable time frame but customers with a tech support plan have first priority.
Prices for tech support during normal office hours without a plan are as follows:
15 minutes $35.00
30 minutes $55.00
1 hour $90.00
1.5 hours $135.00
2 hours $160.00
4 hours $300.00
8 hours $560.00
16 hours $1,040.00
Prices for urgent tech support during non-office hours and weekends without a plan are as follows:
15 minutes $50.00
30 minutes $80.00
1 hour $135.00
1.5 hours $195.00
2 hours $250.00
4 hours $480.00
8 hours $880.00
16 hours $1,600.00
Tech support hours must be purchased and paid for in advance and are billed in 15 minute increments. Customers are billed both for the response time as well as any time needed to research and solve the problem.
We offer our clients three levels of service contracts that you can choose from, according to your needs. We also offer tech support by the hour. The three support plans are as follows:
Bronze Plan $1,600.00
This plan includes unlimited tech support for one year via email to one contact person designated by the client, typically the IT Manager. All tech support requests are addressed within 24 hours during office hours (9 a.m. to 6 p.m.). For example, an email received on Tuesday at 4 p.m. will be answered no later than Wednesday at 4 p.m. while an email received at 7 p.m. on Tuesday would be answered no later than 9 a.m. on Thursday. This plan does not include phone support, training, nor does it include customized reports. Customer is responsible for making and keeping daily backups of the database (see note below.)
Available for six months for $840 USD, three months for $440 USD or one month for $165
This plan includes unlimited tech support by email and telephone for one year. Tech support will be given to two people designated by the customer. All requests for tech support will be addressed within a maximum of 12 hours during office hours. This support is only given during normal office days and hours. This plan includes designing up to five reports with our report designer but does not include any training. Customer is responsible for making and keeping daily backups of the database (see note below.)
Available for six months for $1,760 USD, three months for $900 USD or one month for $325
This plan includes unlimited tech support for one year via email, telephone and, in the event it becomes necessary, on-site at no additional cost. Tech support will be given to four people designated by the customer. All requests for tech support will be addressed within a maximum of 6 hours. Tech support is available 24 hours a day, 7 days a week. This plan includes designing up ten customized reports but does not include any training. We can use remote access tools like LogMeIn to solve problems on your computer under this plan. Customer is responsible for making and keeping daily backups of the database (see note below.)
Available for six months for $3,500 USD, three months for $1,775 USD or one month for $600
|
|
Price |
Hours |
Response |
Medium |
People |
Reports |
Bronze |
$1,600 USD |
9 am – 6 pm |
24 hours |
|
1 |
-- |
|
Silver |
$3,400 USD |
9 am – 6 pm |
12 hours |
Email, Phone |
2 |
5 |
|
Gold |
$6,800 USD |
24 hours |
6 hours |
Email, Phone, On-site |
4 |
10 |
Training
Tech support does not include
training, which must be purchased separately. Training can be
purchased for $600.00 per day which includes expenses but does not
include airfare.
We can do training over the phone during normal office hours. Phone training prices are as follows:
30 minutes $40.00
1 hour $60.00
5 hours $250.00
10 hours $450.00
20 hours $800.00
IMPORTANT NOTE: Customer is responsible for making daily historical backups of the database. On multi-store installations. A backup of the database at the main office is sufficient. Historical backups mean that you keep a copy of the backup made each day. If need be we can go back to the data from yesterday, three days ago or Thursday of last week. We are not responsible for data that is lost due to a lack of backups. If work is required to manually rebuild databases due to a lack of backups this is not covered in the support plans and will be billed by the hour.
www.XpertMart.com
(954) 688-3045