Support Service Levels
$30/hour – Service Level: Standard
Pre-paid Support when scheduled with no deadline. We will put this into our system and resolve the issue when it comes up in the order that they are recieved, resolving deadline issues with higher priority to ensure that they meet their deadlines.
$60/hour – Service Level: Priority
Pre-paid Support when there is a deadline. We do not guarantee that we will meet the deadline as given, however this level of support will ensure that the situation receives priority response to allow a greater likelihood of meeting or beating the deadline. All priority service level items are handled before standard priority items but after emergency.
$120/hour – Service Level: Emergency
Pre-paid Support with solid deadline. If we do not meet the deadline, there will be no charge and if the client requests that we do so, we will refund any fees paid. To qualify for refund, the deadline stated by the client must be in writing, the acceptance and commitment to meet the deadline by Poundteam personnel must also be in writing. Full access to the client server must be available immediately. If access is not available and this delays the requested support, there will be NO offset or refund of fees. This includes (but is not limited to) root ssh, mysql root, http (web), sip/iax and any other required access.