Pro Managed Support

archi.tech.ture pro support

 

Features

 

No Charge Services Include:

  • Virus/Malware repair

  • Free problem diagnostics

  • Coverage for Parts & Labor

  • Covers labor for replacement parts for units covered by contract

  • Help Desk — Application questions & answers—Incidents over 30 minutes are be billable    (Covers: Windows General Configuration, MS Office, and IE or Chrome browsers)

  • Includes setup of new users on existing computer equipment (one user per computer)

  • Caps spending on installation labor of new end user computers (not servers) at $250

  • Ensure that backups are being performed - Restore data from after server crash

  • Ensure service packs are being applied, antivirus is being updated

  • Desktop & Server speed optimization

  • Firewall & Email Security Management

  • Internet connection management

  • Remote access setup & management using Remote Desktop

  • Billable rate for all non-covered work is reduced from $125 to $100 per hour

 

Services Exclude:

  • Does not cover installation of new hardware or software (including upgrades).

  • Does not cover printers or photocopiers that are used as printers other than diagnosing connectivity issues.  Does not cover non-PC/Server network connected devices.

  • Does not cover creation of new programs or macros, or program interfaces

 

Non–emergency response is guaranteed within three (3) hours.  Emergency response time is one (1) hour.  (Emergency is defined as server down, switch down, router down, two or more workstations down.)  Services will be performed remotely unless situation requires an on-site visit.  After hours rate for new work is $125.  No Charge services that are requested after hours bill at $25 per hour. 

 

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