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Hourly (On Call as Available Best Effort)
$125/hr for Desktop Tech Support
$165/hr for Server and Network Support
$190/hr for Project, Application, or Data Base
Note: No minimums or maximums, billed for hours worked.
Monthly SLA (On Call – SLA Priority)
SLA charge *
$90/hr for Desktop Tech Support
$120/hr for Project, Server, Application, Network, or Data Base
Minimum 10 hours support billed each month.
* Service Level Agreement details including hours of operation,
response times and minimum monthly hours can be customized to meet client requirements. Taxes
as applicable are not included. Project work beyond SLA included
time will receive a further 15% discount from the above rates
Sample Service
Level Agreement
Severity 4
Non-critical or client is requesting
information/advice.
Severity 3
Call types are non-critical, affecting a small number of clients
who are able to work around the problem.
Severity 2
Complicated call that prevents a client from
working.
Severity
1
Complicated call that prevents many clients from working, such as
catastrophic server failure or network failure.
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Severity
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Response Time
Regular Hours
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Resolution Time
Regular Hours
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Response Time
Off Hours
(Optional)
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Resolution Time
Off Hours
(Optional)
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4
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8 hours
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5 days
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Next Business Day
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Next Business Day +5
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3
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4 hours
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1 day
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Next Business Day
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Next Business Day +1
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2
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1 hour
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6 hours
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2 hours
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12 hours
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1
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30 minutes
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2 hours
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2 hours
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4 hours
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All response and resolution times are measured against a 90% standard (i.e. 9 times out of 10).
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| Help Desk
| Rates
| Contact
| About
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Blackman Support Services Ltd 2024
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