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- All issues will be responded to within 24 hours unless the client opts for the Dedicated SLA or purchases prepaid hours. The issue will be added to our development queue and addressed according to our internal priority.
- Additional issues that are discovered during the work will be communicated to the client, along with an estimate of time to fix.
- Telephone support is not included.
- The hourly rate is $200/hr unless prepaid hours are purchase or you have an existing monthly retainer for one of our other services.
- Prepaid hours must be used within 90 days.
- Subscribers who do not access the service for 6 months will have their Helpdesk Project archived and need to resign the agreement to reopen.
- Clock starts when we open the issue to assess it.
- We assess the problem and fix if it will take less than __ hours (predefined cutoff limit) - Clock stops when we resolve the issue.
- If it will take more than __ hours (predefined cutoff limit), we request approval to continue work.
- Client must define the limit of pre-approved time to work on helpdesk tickets.