Comparison of Services

  1. Custom development work is performed with a custom contract.  Once the development project is complete the customer may consider support options as outlined below, or negotiate a custom agreement.
  2. Customers may choose to purchase:
    • Any one of the service types individually or
    • Both an SLA and a retainer or
    • An SLA and Incidental Support 

Features:

Service Level Agreement

Retainer Support

Incidental Support

Response Time (QoS):

Per agreement:

options include:

  • 24 x 7 within 4 hours, or

  • 8 x 5 within 4 hours, or

  • 8 x 5 by next business day

Scheduled as soon as possible

Based on consultant availability

Locations:

Remote or on site as needed

On premises for short durations

Remote or on site as needed

On premises for short durations

Remote or on site as needed

On premises for short durations

Rates:

Business hours:

  • Prevailing rate less 10%

 

Weekends:

  • available only to 24 x 7 SLA contracts

  • prevailing rate times 1.5, less 10% unless work is scheduled way in advance

 

Holidays:

  • available only to 24 x 7 SLA contracts

  • Prevailing rate times 2, less 10% unless work is scheduled way in advance

Business hours:

  • Prevailing rate

 

Weekends:

  • Prevailing rate times 1.5

  • only if work is scheduled way in advance

 

 

 

Holidays:

  • Not available

Business hours:

  • Prevailing rate

 

Weekends:

  • Prevailing rate times 2,

  • only if work is scheduled way in advance

 

 

 

Holidays:

  • Not Available

Increments:

Minimum: First Fifteen minutes

Increments: Five minutes

Minimum: First half hour

Increments: Fifteen minutes

Minimum: First one hour

Increments: Half hour

Monitoring:

Included:

maintenance Hours: varies by type of SLA

Optional:

Sign up for minimum one year

Not Available

Term:

One year pre-paid - Hours do not carry forward

No term. Unused hour in retainer can be carried forward for no more than one year

N/A

Reporting:

  • Access to web based project management & help desk ticket system logs and status reports

  • Monthly meetings to review the state of the environment

  • Monthly invoices

  • Access to web based project management & help desk ticket system logs and status reports

  • Notification on balance of the retainer

  • Alerts if retainer reaches depletion

  • Bi weekly invoices

  • Invoices due upon receipt

  • New customers need to pay by credit card