Support
ON-SITE SERVICE:
Hourly services delivered on an “as-needed” basis and not covered
under a “SERVICE AGREEMENT”.
Policy: It is the policy of Digital Synergy Consulting, Inc. to schedule appointments within one working day of service request.
Rates: All on-site service calls are invoiced as a one hour minimum. Subsequent time will be billed in twenty minute increments. Travel time will be billed at one-half the applicable hourly rate and is capped at one hour (except by previous agreement). Parking expenses will be reimbursed.
OFF-SITE SERVICES: Off-site services are available both by telephone and remote access.
- TELEPHONE SUPPORT SERVICE: Telephone service is available to all clients.
- RATES: All telephone services are invoiced in twenty minute increments at the applicable rates.
- REMOTE SERVICE: Remote service is available to clients that have remote access capabilities.
- RATES: All remote services are invoiced in twenty minute increments at the applicable rates.
EMERGENCY SERVICES:
On-site, remote, and telephone service is available for emergency services. Examples of emergencies include but are not limited to:
- Loss of access to server
- No access to key applications
- Loss of printing capabilities
- Network failure
- Computer failure
- EMERGENCY SERVICE POLICY: It is the policy of Digital Synergy Consulting, Inc. to respond to an emergency call via telephone within one hour. If the emergency persists, it is the policy of Digital Synergy Consulting, Inc. to dispatch a technician within four hours.
- RATES: All emergency calls are invoiced at the applicable “after hours/emergency rate.”