Policies for Expedited Service for Managed and non-Managed Customers
Pricing on expedited services is in all client managed service as of July 2026, so there should be no argument from the customer about this if their contract is dated no earlier than this.
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 an expedite fee. For details on the expedite fee amount, please see the MS SharePoint rate list: https://nygeekgirls.sharepoint.com/Lists/Flat%20Rate%20Charges%20By%20Customer/AllItems.aspx?env=WebViewList
If the customer is not on the list, please ask Roberta. It may mean their contract has not been updated yet to cover this contingency.
If you're on the phone with the customer when they request the expedited service, remind them verbally of the expedite fee. Generally this is sufficient as we record all calls. If you have any reason to believe the call was not recorded and saved in our system, then please follow-up with an email for written approval:
- By requesting expedited service, you agree to pay the non-rescindable expedite fee specfified in your maanged service agreement, and to be billed at the applicable rate for expedited support. Once you approve this fee via email, it is non-rescindable, as we adjust our schedules to accommodate your 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.
Once the customer authorization contact approves 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 (approximately 1-hour range), 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.
Should the technician call the customer since the exact time isn't set?
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. This is not the case with Expedite Requests.)
Expedite charges for end-user remote support are not applicable to help desk customers unless the issue is out of the scope of the signed Help Desk Scope of Service Addendum which is in the Client's paperwork folder. Related Articles
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