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Service
Plans
Gold
- Unlimited
Toll free Software Help Desk support for up to two (2)
named Administrative contacts who have been trained by
XFER personnel in the use and administration of the
products
- Remote
dial in system support on a customer supplied telephone
line attached to the system(s)
- Toll
free Help Desk support to diagnose hardware/software
malfunctions
- 24
hour a day/7 days per week pager response to emergency
calls. An emergency call is defined as a system down
condition that causes interruption of service.
- 30%
reduction of on site rates for on site support
Platinum
- Unlimited
Toll free Software Help Desk support for up to two (2)
named Administrative contacts who have been trained by
XFER personnel in the use and administration of the
products
- Remote
dial in system support on a customer supplied telephone
line attached to the system(s)
- Toll
free Help Desk support to diagnose hardware/software
malfunctions
- 24
hour a day/7 days per week pager response to emergency
calls. An emergency call is defined as a system down
condition that causes interruption of service.
- *On
site repair of hardware warranty items at no hourly charge
- *On
site support of software problems at no hourly charge
- *Direct
support of customer end users, including (but not limited
to): telephone training for new users, pager
troubleshooting, mailbox setup; feature explanation and
use, etc.
- *50%
reduction in applicable on site rates
*= Incremental services to the Gold Plan
XFER
Fully Managed Systems
XFER
will provide services to manage all aspects of the utilization
of the products that are provided to the customer. Fully
managed systems receive all of the benefits of Platinum
services plus the following additional services:
- Full
help desk support for all customer end users directly from
XFER.
- Customer
systems will be checked twice daily remotely by XFER
technicians. Disk utilization, port operation, and a
wide variety of other system parameters are monitored and
adjusted as necessary. Most potential problems are
diagnosed and repaired with no customer intervention or
awareness.
- XFER
will do all of the routine add, moves and changes for the
client. Requests can be submitted via fax, email or
XFER web page.
- Welcome
packets are sent to all new end users containing:
- Customized
corporate directory of all users on the system
- Self
paced training materials
- Wallet
sized command summary cards
- Personalized
cover page with important login and personal system
information
- An
XFER supplied 800 number will be supplied to the customer
for users to gain access to voicemail
- Off
customer premise disaster recovery system fully configured
and operational within 4 hours of a catastrophic system
failure (fire, flood, power outage, etc.)
New
System Warranty
Provided with the system:
Hardware
is warranted by the manufacturer for various
periods. Most PC’s are 12 or 24 months.
Labor to replace the parts will be billed at XFER Standard
Service Rates.
Software
is not warranted to provide specific functionality other
than the features offered by the manufacturer.
The term of all third party software is that stated by the
manufacturer.
XFER
will warrantee that the installation of the software and
hardware is done in a professional manner. Every
attempt will be made to make the product work as requested
by the end user within the guidelines established by XFER
and the manufacturer.
All
new system purchases include 90 days of XFER Gold Level
service. At the end of 90 days all standard
warrantees will be in effect and XFER service rates will
be billed at the standard rate for remote and onsite work,
respectively.
Existing
PBX’s, LAN’s or other servers, PC’s or any hardware
not supplied by XFER. Any interruption of service
caused by XFER is acknowledged to be a part of the
installation process and XFER is not liable for the
interruption of service. XFER makes no express or
implied warranties of the merchantability of the product
nor does XFER offer any other warranties express or
implied relative to the functionality of the software or
hardware beyond the manufacturers claims.
Standard
Service Rates (No service contract)
Standard Remote Support Rates for XFER technicians are as follows:
Business hours (8:30am – 5:00pm Monday-Friday, excluding XFER holidays):
Remote telephone and remote access services: $95/ hour
for Technician, $125 for Senior Technician
Weekday Non Business hours (after
5:00pm until 8:30am the following day):
1.5 times the appropriate rate
Weekend and XFER holiday hours
(after 5:00pm Friday until 8:30am Monday, all day on holidays):
2 times the appropriate rate
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