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The support blocks are simply pre-payment discounts for ad-hoc support. As support is provided, it is deducted from the pre-paid block. When all of the hours are used, the blocks can be renewed or ad-hoc rates can be applied. Support blocks do not expire.
Our response time to most major problems is usually less than one business day; however, large regional events (storms, power outages, etc.) can cause backlogs. We prioritize all calls based on the severity of the problem, so that a problem affecting a number of users will always take priority over a single workstation issue.
A support contract provides a faster response time and even monthly billing. We will provide a minimum of one 4-hour visit per month and up to 20 total hours of support per month for a flat fee. It is billed by a calendar month.
We do charge travel time at the ad-hoc or support block rate under the following circumstances: (1) support calls less than 4 hours in length - we charge round trip travel time; (2) support calls of 4 hours or more, but less than 8 hours - we charge one-way travel time; (3) for support calls lasting 8 hours or more - travel is free. We charge actual travel time and try to coordinate non-critical calls with other customers. If we are in your area for a full day of support calls with you and other customers, then travel is not charged.
We provide unlimited free phone support (up to 15 minutes per incident) for all customers in good standing.
We would be happy to provide an estimate and quote for any special projects. Depending on the type of project, the rate could be less than your current ad-hoc or block rate. At your request, all special projects can be tracked and billed separately. We do provide fixed-price quotes for larger projects.
Call us today at 866-SCO-MAGE (866-726-6243).
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