To make it easy, all of our support services work back from this base rate (which is exclusive of tax).
|
Role
|
Standard Rate
|
MSA Client Rate
|
|---|---|---|
|
Technician
|
$150/Hr
|
$100/Hr
|
|
Engineer
|
$190/Hr
|
$125/Hr
|
Depending on the type of work you need, the below are the way any charges will be calculated:
**After-hours support must be scheduled in advance and included in your Agreement.
|
Work Type
|
Multiplier
|
Unit Type
|
Minimum
|
Availability
|
|---|---|---|---|---|
|
Remote Support
|
1x
|
Per Hour
|
1/2 Hour
|
All
|
|
Onsite Support
|
1x
|
Per Hour
|
1 Hour
|
All
|
|
Cable Installation
|
-
|
Per Project
|
-
|
All (quoted)
|
|
Travel Fee
|
0.75x
|
Per Hour
|
-
|
Non-clients
|
|
Emergency Ticket Upgrade
|
2x
|
Per Ticket
|
-
|
MSA Clients Only
|
|
After Hours Support
|
2x
|
Per Hour
|
4 Hours
|
MSA Clients Only
|
We offer a single standard of care that includes all necessary security and support services. Add-ons are available as well that are designed to fit different business needs:
|
Tier
|
Remote Support
|
Onsite Support
|
Travel Fees
|
|---|---|---|---|
|
D-Best Client
|
Included
|
Included
|
Waived
|
|
Legacy Client
|
Included
|
$100/hr (Tech)
$125/hr (Eng) |
$75/hr travel
|
|
Not a Client
|
$150/hr (Tech)
$190/hr (Eng) |
$150/hr (Tech)
$190/hr (Eng) |
$110/hr travel
|
Scenario: An engineer visits your site in Muskogee (1 hour away) to install a new application on your server. The work takes 3 hours.
Vault and Fort Knox clients save $795 on this scenario alone.
|
Line Item
|
Non-Client
|
Legacy Client
|
D-Best Client
|
|---|---|---|---|
|
Onsite Support (3 hrs)
|
$570
|
$375
|
Included
|
|
Travel (2 hrs round-trip)
|
$225
|
$150
|
Waived
|
|
TOTAL
|
$795
|
$525
|
$0
|
Scenario: A field tech’s tablet breaks and they have jobs scheduled today. The issue takes 45 minutes to resolve remotely.
Note: Emergency Ticket Upgrade is only available to MSA clients. Non-clients receive support on a best-effort basis.
|
Line Item
|
Legacy Client
|
D-Best Client
|
|---|---|---|
|
Remote Support (45 min)
|
Included
|
Included
|
|
Emergency Upgrade (2x)
|
$200
|
$200
|
|
TOTAL
|
$200
|
$200
|
Standard support is available Monday through Friday from 7AM to 5PM.
For our Managed Service clients, every issue is handled promptly by our Helpdesk. For clients without a service agreement, we will help you as fast as we can on a best-effort basis, as we prioritize clients on our Managed Service Agreements.
|
Priority
|
Examples
|
Our Guarantee
|
Our Target
|
|---|---|---|---|
|
Critical
|
Entire Company Offline (Call Us!)
|
1 Hour
|
15 Min
|
|
Main Application Offline (Call Us!)
|
|||
|
High
|
Department Offline (Call us!)
|
2 Hours
|
1 Hour
|
|
CEO's Computer Offline (Call Us!)
|
|||
|
Medium
|
A User PC is Offline
|
4 Hours
|
2 Hours
|
|
A Printer Isn't Working
|
|||
|
Low
|
User Impacted But Working
|
8 Hours
|
4 Hours
|
|
Access Changes
|
