Policies for Expedited Service for Managed and non-Managed Customers
On-Site Visits
All expedited onsite services are charged at double our regular rate. Additionally, there is a 2-hour minimum charge as opposed to our normal one-hour minimum. This is to cover the cost of rescheduling, as well as the added travel expense of sending a technician onsite at the last minute when the visit cannot be coordinated with another trip.
Expedite charges are not applicable if we are addressing an emergency with a critical device managed by us such as an offline server or firewall.
End-User Remote Support
Expedited remote service is charged at 1.5X (time and a half). In addition:
- For non-managed customers, there is a $200 expedite fee.
- For managed customers, there is a $150 expedite fee.
Once the customer approves the expedite option for a specific ticket, we will confirm we have the person-power. If we have the person-power, we will action the ticket within three business hours. Please note that, while we will make every effort to complete the ticket on the same day, the ticket completion may depend on factors outside of our control (such as interfacing with another vendor). Once the expedite option is authorized, and work begins within the three business-hour windows, the charges are billable even ticket completion is delayed.
We can’t
guarantee that we will always have the person-power to expedite a request. With
our monthly help desk option [for RMM customers only!], we allocate the personnel to ensure we always
have the capacity.
Expedite charges for end-user remote support are not applicable to help desk customers. Related Articles
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