Service Level Agreements
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With the increasingly complex computing environments being deployed today and the heavy reliance on these systems it is imperative that companies are prepared to handle the day to day operations and maintenance of their computing infrastructure. WESTEK Computer Services Group offers several services designed to provide the required levels of responsiveness while providing a level of cost containment not offered by an in-house IT staff. We can augment the service capabilities of your in-house IT staff in many areas. Our staff has experience in all facets of network, workstation and PC support and maintenance, so let us put our company to work for yours by providing cost effective services to you. WESTEK Computer Services Group is dedicated to provide premium services required to implement Enterprise-wide Systems solutions, under WINDOWS 2000, WINDOWS NT 4.0, NOVELL3 x, 4x, 5x, UNIX, LINUX, DOS, WINDOWS XP, WINDOWS Millennium, and WINDOWS 9x operating systems. Our technical staff has extensive knowledge over a broad range of operating systems, network environments and applications. Our services range from new installation, Systems migration, system integration, system upgrades, system administration, and network management. SERVICE LEVEL AGREEMENTS To assist clients in maintaining their system, WESTEK Computer Services Group provides multi-level support programs. These programs are designed to provide assistance to a range of needs, from how-to and compatibility issues to critical situations. Services are available to clients through on-site visits, telephone and modem support 5 days a week Monday through Friday during normal office hours from 8:00 A.M. to 5:00 P.M. (Pacific Standard Time), although host servers are operated on a 7 day x 24 hours x 365 days basis. This round-the-clock support is provided by a yearly support contract. WESTEK provide guaranteed levels of service commitment and response times, custom tailored to your computing environment and needs, for example; we can offer a 3 tier plan to cover your corporate network, 2 hr response for network infrastructure, 4 hr response for servers, 8 business hour response for workstations. This allows you to only pay for the service levels you require while still maintaining the required levels of service. Time & Materials Support Time and Materials calls are for clients who have minimum requirements for computer services. Time & Materials calls will be scheduled as soon as possible but will be prioritized behind Prepaid and Monthly support contracts. Non-emergency Time & Materials calls will normally be scheduled within 24 to 48 hours of the service request. The service call rate is billed at $125.00 per hour and subject to (2) two hours minimum charge, plus travel time portal to portal billed at the rate of $50.00. After normal office hours and Saturday, the billable hourly rate is one and a half (1˝) times the hourly rate, and double (2) times the hourly rate for Sunday and Holidays Monthly Support Contract For clients who want to set up regular schedule maintenance for a technician to come on-site for system administration review to prevent small problems from going unnoticed, and fine-tune the system resources. This review does not interrupt your normal operation and may not require system shutdown. The cost is $550.00 monthly paid in advance for a period of (1) one-year and requires a deposit of $1500.00. Additional support hours are billed at the rate of $90.00 per hour. The monthly support contract provides up to (6) six hours of on-site visits and/or telephone support per month with a (2) two hours minimum per visit, plus travel time portal to portal billed at the rate of $50.00. After normal office hours, holidays and weekends the billable hourly rate is $150.00, and $200.00 per hour for Sunday and Holidays. NOTE: Monthly support hours are non-cumulative. PREPAID SUPPORT CONTRACT For clients with ongoing requirements for computer services, but do not want to set up a regular schedule for a technician to come on site. We offer a low cost option that lets you PREPAY $2000.00 in advance at a billable rate of $100.00 per hour. Prepaid clients are given priority over Time & Materials calls. Non-emergency Prepaid calls can be scheduled within 8 hours of the service request. Prepaid service calls are subject to (2) two hours minimum charge, plus travel time portal to portal billed at the rate of $50.00 per hour. After normal office hours and Saturday, the billable hourly rate is one and a half (1˝) times the hourly rate, and double (2) times the hourly rate for Sunday and Holidays. Prepaid Block Purchase Support Contract For clients with ongoing requirements for computer services, but do not want to set up a regular schedule for a technician to come on site, can purchase block support hours at a discount from our standard rates. We offer several support options that let you PREPAY in advance for your computer services needs. Prepaid clients are given priority over Time & Materials calls. Non-emergency Prepaid calls can be scheduled within 24 hours of the service request. Prepaid service calls are subject to (2) two hours minimum charge, plus travel time portal to portal billed at the rate of $50.00. After normal office hours and Saturday, the billable hourly rate is one and a half (1˝) times the hourly rate, and double (2) times the hourly rate for Sunday and Holidays.
EMERGENCY SERVICE CALL: On-site support is available for all clients whose networks are "down" or who have lost a substantial portion of their production capability. A technician will respond to an emergency call via on-site within 2 hours, but no later than 4 hours of the service request. Emergency calls are billed at the client's plan rate and are subject to a 2 hours minimum, plus travel time portal to portal billed at the rate of $50.00. Examples of emergency calls includes:
TELEPHONE SUPPORT: Telephone support time includes the time actually spent on the telephone as well as time needed to research, test, and duplicate or otherwise resolve a problem. Telephone support will be billed at the client's plan rate in 15 minutes increments. NOTE: The above rates do not include any provision for parking, so we appreciate your assistance in paying these expenses. For more information on any of our services or to arrange a meeting with a member of our staff, please contact us at your convenience. We can be reached by sending us an Email or by directly contacting us by phone.
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