All of our support services work back from these base rates. All rates exclude tax.
|
Work Type
|
Rate
|
|---|---|
|
Remote Project Labor
|
$100/hour
|
|
Onsite Project Labor
|
$125/hour
|
|
Software & Automation Development
|
$175/hour
|
|
Ongoing Maintenance
|
from $75/month
|
|
Without An Agreement
|
$150/hour
|
For On-Site Service, we bill Portal to Portal, meaning all travel time is billed.
|
Work Type
|
Multiplier
|
Unit
|
Minimum
|
|---|---|---|---|
|
Remote Project
|
1x
|
Per Hour
|
1/2 Hour
|
|
Onsite Project
|
1x
|
Per Hour
|
1 Hour
|
|
Software & Automation Development
|
1x
|
Per Hour
|
1 Hour
|
|
Emergency Ticket Upgrade
|
2x
|
Per Ticket
|
None
|
|
After Hours Support
|
2x
|
Per Hour
|
4 Hours
|
About after hours: Work outside standard hours is billable for every client and every priority, at 2x with a 4 hour minimum.
That is not a gap in your cover. Your systems are watched around the clock by our Security Operations Center, which isolates threats and locks down compromised accounts automatically, in seconds, without waiting for anyone to answer a phone. Overnight protection does not depend on a callout.
What the after-hours rate buys is different: a person, on the phone or on site, outside standard hours, because you want the work done tonight rather than in the morning. That is a scheduling choice, and it is priced as one.
If you are on a Managed Services Agreement, day-to-day support is included with no hourly caps and no ticket limits. That covers fixing things that break, routine changes, and keeping your systems maintained and monitored.
Projects are quoted separately. A project is work that changes your environment rather than restoring it: new equipment, migrations, new sites, redesigns, and anything we build for you.
|
Included In Your Agreement
|
Quoted As A Project
|
|---|---|
|
Something stopped working and we are putting it back
|
Something new is being added or replaced
|
|
Adding, changing or removing a user
|
Onboarding a group of users for a new site or office
|
|
Password resets, permissions, mailboxes
|
Migrating email, servers, or phone systems
|
|
Troubleshooting your network, printers, PCs
|
New firewalls, switches, access points, cabling
|
|
Restoring files from backup
|
Designing or moving to a new backup platform
|
|
Coordinating with your vendors
|
Rolling out a new line-of-business application
|
|
Keeping everything patched and monitored
|
Automation, reporting, and AI tooling we build for you
|
When we build something for you that is not a server, a site, or a user account, there is no monthly line that keeps it running. Automations, integrations, dashboards and custom tools still need monitoring, updates, and someone to answer for them when a vendor changes something underneath.
Maintenance for these starts at $75/month and is priced against the size of what was built. It includes monitoring, keeping it current, fixing breakage caused by third-party changes, and two change requests each quarter. Your Statement of Work will show the amount before you approve the project, never afterwards.
|
Fee
|
Amount
|
|---|---|
|
Break Glass credential reset
|
$350
|
|
Storage overage, Backup
|
$35/TB
|
|
Emergency ticket upgrade
|
2x standard rate
|
The Break Glass Reset Fee applies once your sealed emergency credentials have been opened, used, or exposed. It covers rotating the credentials, auditing what was accessed, and issuing a replacement sealed packet. Using them in a genuine emergency is what they are for and is never a breach of your agreement, but they have to be replaced afterwards.
A site visit. An engineer drives to your site in Muskogee, an hour away, to install a new application on your server. The work takes three hours.
|
Line Item
|
Without an Agreement
|
D-Best Client
|
|---|---|---|
|
Onsite support, 3 hours
|
$450
|
Included
|
|
Travel, 2 hours round trip
|
$300
|
Included
|
|
TOTAL
|
$750
|
$0
|
Our clients save $750 on this scenario alone.
Calling someone out after hours. A section of your network goes down at 7PM and second shift still has hours left on the clock. You want it fixed tonight rather than at 7AM. It takes an hour to resolve.
|
Line Item
|
Legacy Client
|
D-Best Client
|
|---|---|---|
|
After-hours remote, 2x, 4 hour minimum
|
N/A
|
$800
|
|
TOTAL
|
No Support
|
$800
|
Standard support is Monday through Friday, 7AM to 5PM.
Your systems are monitored and defended around the clock regardless. Our Security Operations Center isolates threats and locks down compromised accounts automatically, day or night, without waiting for a callout.
Work requested outside standard hours is scheduled for the next business day at no charge, or can be done that night at the after-hours rate above.
These guarantees apply during standard support hours, Monday through Friday, 7AM to 5PM. For clients on a Managed Services Agreement, every issue is handled by our helpdesk within these times. For clients without an agreement we help as fast as we can on a best-effort basis, because we prioritize clients on Managed Services Agreements.
|
Priority
|
Examples
|
Our Guarantee
|
Our Target
|
|---|---|---|---|
|
Critical
|
Network Down.
|
1 Hour
|
15 Min
|
|
Security Incident.
|
|||
|
High
|
Department Offline.
|
2 Hours
|
1 Hour
|
|
CEO Unable to Work.
|
|||
|
Medium
|
A User PC is Offline.
|
4 Hours
|
2 Hours
|
|
A Printer is not Working.
|
|||
|
Low
|
User Impacted But Working
|
8 Hours
|
4 Hours
|
|
Network is Sluggish.
|
|||
|
Scheduled
|
New User Setup or Access Changes.
|
Scheduled With You
|
|
|
Routine Updates & Maintenance.
|
