Our business philosophy is simple,
provide exceptional customer service. This is accomplished
through a “hands-on” approach
with our customers. We understand how to use technology to
make companies more productive, competitive and profitable.
Our highest priority is to help our customers be successful.
This is how we measure our success.
UpTime Solutions Professional Services Group Inc. (UpTime Solutions) has designed the Network Support Agreement (NSA)
to provide reactive and proactive priority support with a
guaranteed response time. Coverage for the NSA is provided
by a team of highly skilled network engineers with detailed
knowledge of the client network. A network analysis and discovery
may be required prior to establishing a NSA. A separate scope
of work will be created if a network analysis is required.
Two Hour Response Guarantee
A two hour response guarantee
is applicable to all service requests placed between the
hours of 8:00AM and 5:00 PM M-F EST time (Standard Hours).
UpTime Solutions will respond to any request utilizing telephonic,
remote access or on-site methods. Response guarantee is only
applicable to requests placed during standard hours.
Four Hour Response Guarantee
A four hour response guarantee
is applicable to all service requests placed between the
hours of 8:00AM and 5:00 PM M-F EST time (Standard Hours).
UpTime Solutions will respond to any request utilizing telephonic,
remote access or on-site methods. Response guarantee is only
applicable to requests placed during standard hours.
Next Business Day Guarantee
A next business day response guarantee is applicable
to all service requests placed between the hours of 8:00AM
and 5:00 PM M-F EST time (Standard Hours). UpTime Solutions
will respond to any request utilizing telephonic, remote
access or on-site methods. Response guarantee is only applicable
to requests placed during standard hours.
Monthly Carry-Over Allowance
The Client will have the option to carry forward any
and/or all unused hours for a given month. The only restriction
being that you must use all hours purchased during a contract
year, within that contract year. In other words, all contracted
hours must be used within one year of the initial contract
start date. The client will also have the right to utilize
hours beyond the monthly allocation in any given month. The
client may use up to the annual allocated hours as needed,
while continuing to pay the same monthly fee. Hours that
exceed the maximum annual allowance during the contract term
will be billed to the client at the rate of $150.00 per hour.
A one hour minimum will be charged for all on-site responses
and 30 minutes for all phone and remote responses. If 50%
or more of the annual contracted hours are remaining in the
final 2 months of the contract term, UpTime Solutions reserves
the right to service only the monthly allocation. There will
be a one (1) hour minimum for all work performed onsite and
30 minutes for all phone and remote responses. Any non-scheduled,
or off-hours work which is performed by UpTime Solutions
will incur a per incident charge of $150.00, in addition
to our normal hourly or monthly fees. Proactive
work that is scheduled in advance that occurs after hours
will be covered under the standard hour terms.
Contact us at:
UpTime Solutions PSG
3801 Gaskins Rd
Richmond, VA 23233
804-237-1980
sales@uptimesolutions.com
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