Our office is staffed 8:00 a.m. – 5:00 p.m. Monday to Friday. 905 631 3075
INCIDENT LEVELS AND HSL RESPONSE TIMES:
HARDWARE / SOFTWARE STANDARDIZATION:
HSL is a value-added reseller of tier-one computer hardware. We are also a Microsoft partner, and well qualified to help you determine the most efficient and economical means of acquiring software licensing, from Microsoft or almost any other manufacturer.
RATE SCHEDULE– PAY AS YOU NEED US RATES
Live Help Desk, Variable On-Site Response:
8:00 am to 5:00 pm, M-F live help desk and variable on-site response according to our standard escalation documentation which assigns a priority to certain events and scales from ‘drop everything and run’ for server outages to 24 hours response for upgrade requests.
On site / In shop Rate:
Standard rate for service is $109.75 /hr. for remote support, telephone support and in-shop work.- ½ hour minimum charge
As we support Small Businesses we do not offer “repair while you wait” service.
For work performed on site the rates are as follows – one hour minimum charge. Travel time not charged but a $12 fuel charge will apply outside of Burlington.
• Certified Uptime Specialist: $109.75/hr
• Certified Uptime Network Specialist: $124.75/hr
• Senior Certified Uptime Specialist: $149.75/hr
Emergency Support – 24 hours x 7 days x 365 days per year
Our emergency support is 7 x 24 x 365 through a company cell phone that is carried at all times (in rotation) by our management / technical staff. This mechanism is in place for all customers if there is a Code 1 (system down) emergency at any time.
If emergency mechanism is invoked, we bill at $197.75 /hr. plus expenses from the time of the call to the time the repair is completed. The client caller will be notified if emergency rates apply.
Monthly Service Programs (MSPs)
Monthly Service Programs are available upon request – For one low price you get complete system care, unlimited support calls both on-site and remote/telephone support
“Full time Support at a Part-time Price”. For more details call us 800 263 8433 or drop an email to firstname.lastname@example.org
HardSoft Systems LTD