Network Service Level Agreement

At Computer Master, we understand the increased technical knowledge that is required to keep your business running smoothly on a day-to-day business.

Network support is for those seeking answers to questions about their networked PCs as well as about messaging and communication issues related to a client/server environment.

Basic/Network support provides all of the essential services required by most businesses.

FEATURES:
Experienced Staff: We provide the appropriate support specialists required for different tasks you may require over time. As an example professional trainers, programmers and technical specialists.
Flexible Approach: We perform tasks including break/fix, cabling, machine relocation, software installation and any other general requirements.

BENEFITS:
Priority Service: We respond within 4 hours of a reported problem. Increased
Productivity: Expert assistance and problem resolution mean greater desktop efficiency.
Lowered Costs: Most of our clients realize that utilizing our manpower provides them with a cost efficient method of handling their Information System Challenges. Our customers like the fact they know who to call when problems arise.

SUPPORTED PRODUCTS: Hardware & Peripherals Servers, Workstations, PDA Software Internet connections, Email, Web-sites Operating Systems Communications

NON-SUPPORTED PRODUCTS: Any customized or specialized software Hardware Products under warranty by manufacturers.

DELIVERY: Monday through Friday 9:00am-5:00pm. The minimum charge for an on-site support engagement is 2 hours. Telephone support is tracked in minimum increments of 10 minutes. Project work will be scoped and estimated for prior approval. The monthly unused support time with this SLA may be carried over from month to month up to a maximum of 3 months.

SERVICES: Support Coverage Installation, configuration and system setup. Problem identification and resolution on supported products. Objectives: To provide and act as an IT department for small to medium size business. To offer fast response time, proper diagnosis and resolutions as they arise. To decrease the cost of servicing PC’s by assisting full time technical staff.

SERVICE LEVEL AGREEMENT TERMS: *Network Service provided daily/weekly/monthly, perhaps “to be decided” am-pm. Effective as of Month/year. General duties to be assigned upon arrival.

STANDARD RATES: Determined by monthly volume.

2-6 hours per month: $125/hour.
7-14 hours per month: $110/hour.
15-31 hours per month: $95/hour.
32 +-to be negotiated: Beginning at $85/hour
Block Hours: $3600 for 36 hours.

Terms: One year [52 weeks] from signing on. Payable one month in advance on the 1st of every month. Self-renewing agreement after one year.
Either party may cancel this agreement given 30 days of written notice.

PRICING: All applicable taxes extra. All hardware, cables and other equipment would be charged accordingly. Any services provided outside the terms of this contract are billable at the rate of $125/hour. These services would include programming, after hours, consultation, & training.