ACCRAM INC

$5000.00

Total Support Services Agreement

• Priority 4-8 Hour On-Site Response (standard response is next business day or best effort for non contract clients)
• 2-4 Hour On-Site Response for Mission Critical equipment (servers and network printers, not available to non contract clients)
• Use of VO, (Virtual Office) to track all open and closed service calls on line ($2500 TSP and above)
• 5-7 Day turnaround on Depot Service
• Parts at a discounted rate (15% off standard markup)
• Rental of loaner equipment at discounted rates upon request
• Ninety (90) day warranty on parts and labor on actual service performed
• Special service hours M-F 8am-5pm available at the following reduced rates:

Field Service $95/hr	(standard rate $125/hr)
Depot Repair $65/hr	(standard rate $85/hr)
Integration/Network support $125/hr	(standard rate $195/hr)
Cabling $60/hr	(standard rate $85/hr)

*Pre-paid dollars may be used for labor only. Materiel and or parts will be billed separately……..All labor has a one hour minimum billing amount and is billed in 15 min increments thereafter.

• After Hour service available at reduced rate of $175/hour with 2-hour Min (standard rate $187.50)
• Telephone support available in 15 minute increments @: $30 per/ 15 minutes (not available to non contract clients)