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.
Remote Support
Expedited remote service is charged at 1.5X (time and a half). In addition, there is a $150 expedite fee.
If you're on the phone with the customer when they request the expedited service, notify them verbally of the expedite fee and that you will follow-up with an email for written approval.
Immediately following the phone call, write an email to the customer with this verbiage:
- By requesting expedited service, you agree to pay the non-rescindable expedite fee of $150 and to be billed at a rate of time and one half. Once you approve of this fee via email, it is non-rescindable, as we adjust our schedules as best we can to accommodate assisting you with your request. Please also understand that the expedite fee applies only to the specific issue for which expedited service is requested and covers work performed during the scheduled expedited service period. If the issue is resolved and later re-opened, or if additional issues are introduced, a separate expedite request and fee will be required.
If a customer does not have immediate access to their work email, send the above note to either their personal email or to another authorization contact. If in the event the customer's office does not have working Wi-Fi at that moment, then the customer can use their cell phone as a Wi-Fi hotspot to connect their work device.
Once the customer approves in writing the expedite option for a specific ticket, we will confirm we have the person-power. If we have the person-power, we will coordinate a time with the technician, notify the customer of the appointment window of time (approximately 1 hour), and put the appointment on the technician's schedule. If the technician gets delayed on a project that was previously scheduled beforehand, they should let the Office Admin know to keep the customer informed.
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). The charges are billable even if 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, 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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