Service Agreement Options
| Tech Solutions' Managed IT Services includes numerous affordable service levels for customers. Some customers only need to use our services on a Time & Materials basis, meaning that when they have a project or support need, they pay per incident. This is the most expensive labor rate, but often wise when only a small amount of engagement is needed. |  |
However many customers need more. They need a guarantee of response time to meet their mission critical business requirements. They need to be able to pre-plan out their budget costs for IT support services and they want to take advantage of lower hourly labor rates by pre-purchasing support time on a service agreement. They also may wish to take advantage of Tech Solutions' Site Monitoring facilities where Tech Solutions' personnel can provide pro-active services to the client BEFORE any adverse event occurs.
There are two types of service agreements we offer, but we can also customize according to individual customer needs. They are:
Fixed Price Service Agreement
This agreement is for a 12 month period of time, and is billed monthly. Each month has an allotted number of hours of support that is provided (5 hours per month minimum), and includes a 24% hourly labor rate discount. Service agreement typically has some form of guaranteed response time, based on the rate of the agreement with options of 4, 8 or 24 business hour response time.
Each month a summary report is sent to the client showing hours purchased, hours used and hours left. The agreement allows for monthly rollover of hours kept within the 12 month period (ie. if you have a 10 hour per month agreement, use 5 hours and have 5 left, they 'rollover' to the next month giving you a 15 hour balance at the start of the next month). The only limitation is that if a large amount of work is required, the client may not consume future hours of labor outside of their current monthly allotment unless this has been agreed to prior. Typically these service agreements are used for technical support services and not large project installations, etc.
If a client needs more time than available on the service agreement, additional hous can be purchased at the Time & Materials rate (ie. not including an hourly rate discount) so its best to plan up front for time required accurately.
Discount Rate Plan Agreement
If a customer has a large amount of work required, and this work is going to occur on a regular basis, we can often provide a discounted hourly rate however there is typically an annual fee to obtain this. Basically its an incentive to the client to take advantage of discounted rates, but requires a financial commitment on their part to enable this. There are no hard & fast rules with this service agreement, and we can accommodate most client's needs in some way. CONTACT US to discuss options for this type of agreement.
Each service agreement, once established, can not only provide fast response to incidents, but preventative maintenance activity schedules. They can include:
- Backup setup and monitoring
- Anti-Virus definition updates on workstations
- Validation of Windows security patch updates on workstations
- Disk capacity monitoring
- Network bandwidth monitoring
- Log analysis for external threats
Our preference is to solve a problem BEFORE it occurs rather than to be constantly reacting to poorly planned out activities. We suggest to customers to plan out these preventative maintenance services required and budget them into their service level hourly purchase requirements per month.
We cannot provide any preventative maintenance services without a customer being covered by a service agreement. These services are not available on a Time & Materials basis but are part of a service level agreement.
If you would like to discuss our service agreements, please CONTACT US for more information.
