Service Rates, Response Times, and Minimums

1.       Service Rates, Response Times and Minimums

1.1.     Time Zone. Unless explicitly stated otherwise, and in writing, all listed times are in Arizona time.

1.2.     Initial Response. Response time begins upon the creation of a support ticket. See Section 2 for methods to create a support ticket.

1.3.     Onsite Response. Onsite response time begins after N1S’ support staff determines an onsite visit is required to resolve the support request.

2.       Support methods

2.1.     E-Mail. Response times are based upon the creation date and time of a support ticket. Support tickets can be created on demand by submitting support requests via email to the IT Help Desk at support@net1services.com.

2.1.1.  E-Mails sent directly to support staff are not automatically converted into support tickets, and therefore are not subject to defined support response times.

2.1.2.  N1S is not responsible for email not sent by CUSTOMER nor received or read by CUSTOMER due to issues including but not limited to spam filtering, service or internet outage or issues with email clients or webmail. The IT Help Desk sends confirmation replies to all new support requests not associated with an existing support ticket. If a confirmation email is not received, please contact the support department via phone at (602) 889-7275.

2.2.     Phone. Support requests may be submitted to the support department via phone at (602) 889-7275.

2.2.1.  If a voicemail is left, N1S’ support staff will review the message and generate a support ticket. Defined response times take effect upon the creation of a support ticket. For this reason, we recommend CUSTOMER send support requests to the IT Help Desk via email.

3.       Billing Increments and Minimums

3.1.     On-Site Support. All rendered on-site support services are billed in quarter-hour (15 minute) increments. The billing minimum for each on-site visit is one hour.

3.2.     Remote and Phone Support. All rendered remote and phone support services are billed in quarter-hour (15 minute) increments. The billing minimum is a quarter-hour (15 minutes).

4.       Rates

4.1.     Standard Hourly Rate

4.1.1.  Applicability. The Standard Hourly Rate applies to all support services rendered during Standard Business Hours.

4.1.1.1.  Prepaid or Allocated Support. Support services rendered during Standard Business Hours will be deducted from available prepaid allocated support.

4.1.1.2.  The Standard Hourly Rate time factor is 1:1, resulting in 1 hour deduction per 1 billable hour.

4.1.1.3.  Rendered support in excess of available allocation will be billed at Time and Material Rates.

4.2.     Extended Hourly Rate

4.2.1.  Applicability. The Extended Hourly Rate applies to all support services rendered during Extended Business Hours.

4.2.2.  Prepaid or Allocated Support. Support services rendered during Extended Business Hours will be deducted from available prepaid allocated support.

4.2.2.1.  The Standard Hourly Rate time factor is 1.25:1, resulting in 1 hour and 15 minute deduction per 1 billable hour.

4.2.2.2.  Rendered support in excess of available allocation will be billed at Time and Material Rates.

4.3.     Holiday and Weekend Hourly Rate

4.3.1.  Applicability. The Holiday and Weekend Hourly Rate applies to all support services rendered during Holiday and Weekend Hours.

4.3.2.  Prepaid or Allocated Support. Support services rendered during Holiday and Weekend Hours will be deducted from available prepaid allocated support.

4.3.2.1.  The Standard Hourly Rate time factor is 1.50:1, resulting in 1 hour and 30 minute deduction per 1 billable hour.

4.3.2.2.  Rendered support in excess of available allocation will be billed at Time and Material Rates.

4.4.     Emergency and Non-Standard Hourly Rate

4.4.1.  Applicability. The Emergency and Non-Standard Hourly Rate applies to all Priority 1 incidents and support services rendered during Emergency and Non-Standard Hours.

4.4.2.  Prepaid or Allocated Support. Support services rendered during Emergency and Non-Standard Hours will be deducted from available prepaid allocated support.

4.4.2.1.  The Standard Hourly Rate time factor is 2.0:1, resulting in 2 hours deduction per 1 billable hour.

4.4.2.2.  Rendered support in excess of available allocation will be billed at Time and Material Rates.

5.       Response Priorities and Times

5.1.     Priority 1 – Critical / Emergency Support

5.1.1.  Definition. CUSTOMER’s ability to conduct business or service has stopped (i.e., down server, network, primary application).

5.1.2.  Response Times. Initial response time for Priority 1 support requests (1) during Standard Business Hours is 30 minutes; and (2) during Extended Business Hours is 2 hours. Onsite response time for Priority 1 support requests is 2 hours.

5.2.     Priority 2 – Business-Wide Issue(s)

5.2.1.  Definition. A system alert or failure resulting in a degradation of services but not a complete loss of services.

5.2.2.  Response Times. Initial response time for Priority 2 support requests (1) during Standard Business Hours is 1 hour; and (2) during Extended Business Hours is 2 hours. Onsite response time for Priority 2 support requests is 2 hours.

5.3.     Priority 3 – User Issue(s)

5.3.1.  Definition. An individual user or individual application is down, or problem or incident where single users can operate some of the activities normally, but a definite problem is identified.

5.3.2.  Response Times. Initial response time for Priority 3 support requests (1) during Standard Business Hours is 1 hour; and (2) during Extended Business Hours is 2 hours. Onsite response time for Priority 3 support requests is 4 hours.

5.4.     Priority 4 – Minor Issue(s)

5.4.1.  Definition. Any request from a single user or site group requesting new services or clarification (i.e., requesting a new user logon, new workstation, move a workstation, user login failures, etc…)

5.4.2.  Response Times. Initial response time for Priority 4 support requests during Standard and Extended Business Hours is 1 day. Onsite response time for Priority 4 support requests is 24 hours.

5.5.     Priority 5 – Scheduled

5.5.1.  Definition. Longer term requests that are not time sensitive but need to be completed.

5.5.2.  Response Times. Initial response time for Priority 5 support requests during Standard and Extended Business Hours is 1 day. Onsite response time for Priority 5 support requests will be handled as resources are available.