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Tech Support Without A Support Plan

    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 without a support contract will be asked to pay for 30 minutes of support via PayPal before support is given. Customers are billed both for the response time as well as any time needed to research and solve the problem.

Click here to buy tech support time.


Tech Support Plans

We offer our clients four 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:


Nickle Plan $800.00

This plan includes up to two hours of tech support per month for one year. Tech support should be requested via E-Mail, the response of tech support will be given via E-Mail, phone or hands on with LogMeIn. All tech support requests are addressed within 24 hours during office hours (9 a.m. to 6 p.m.). For example, a request 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. If any additional support hours are needed during a given month you will receive a 30% discount off of the hourly rates listed. NOTE: Customer is responsible for making and keeping daily backups of the database (see note below.)

Available for six months for $420.00 USD, three months for $220.50 USD


Bronze Plan $1,700.00

This plan includes up to five hours of tech support per month for one year. Tech support should be requested via E-Mail, the response of tech support will be given via E-Mail, phone or on hands with LogMeIn. All tech support requests are addressed within 24 hours during office hours (9 a.m. to 6 p.m.). For example, a request 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. If any additional support hours are needed during a given month you will receive a 40% discount off of the hourly rates listed. NOTE: Customer is responsible for making and keeping daily backups of the database (see note below.)

Available for six months for $892.50 USD, three months for $468.50 USD


Silver Plan $3,200.00

This plan includes up to 10 hours of tech support per month for one year. Tech support may be requested via E-Mail or phone, the response of tech support will be given via E-Mail, phone or hands on with LogMeIn. 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. If any additional support hours are needed during a given month you will receive a 50% discount off of the hourly rates listed. NOTE: Customer is responsible for making and keeping daily backups of the database (see note below.)

Available for six months for $1,680 USD, three months for $882 USD


Gold Plan $6,000.00

This plan includes up to 20 hours of tech support per month for one year. Tech support may be requested via E-Mail or phone, the response of tech support will be given via E-Mail, phone or hands on with LogMeIn. 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. If any additional support hours are needed during a given month you will receive a 60% discount off of the hourly rates listed. NOTE: Customer is responsible for making and keeping daily backups of the database (see note below.)

Available for six months for $3,150 USD, three months for $1,654 USD



Price

per

Year

Days

Included

Hours

Included

Response

Time

Request

Via

Hours

per

Month

Discount for Additional

hours

Nickel

$800 USD

Mon-Fri

9 am 6 pm

24 hours

Email

2

30%

Bronze

$1,700 USD

Mon-Fri

9 am 6 pm

24 hours

Email

5

40%

Silver

$3,200 USD

Mon-Fri

9 am 6 pm

12 hours

Email, Phone

10

50%

Gold

$6,000 USD

All


24 hours

6 hours

Email, Phone

20

60%


Training

We would much rather train you to use the system than have to give you tech support for lack of training. Tech support does not include training, which must be purchased separately. Onsite training can be purchased for $500.00 per day which includes expenses but does not include airfare. Airfare is a flat $500 USD irregardless of your location.

We can do training over the phone during normal office hours. Phone training prices are as follows:

30 minutes $35.00

1 hour $60.00

4 hours $220.00

8 hours $400.00

16 hours $720.00


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.

Phone: (954) 688-3045 e-mail:  support@XpertMart.com