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Service Plans
There are three distinct levels of service plans offered by 247 Networks; Premium, Maintenance and Limited. A brief description of each follows. For more details or further information on each level, please feel free to contact us!
Premium
Highest level of support providing:- response to service calls within one hour
- dedicated resource to service your computer network
- scalabe to suit your company's size and growth
- fixed cost for support, with Maintenance Service included at no extra charge
- priority service support dispatched per client's request (Table A - Priority Definitions)
- negotiable support structure (Table B - Support Structure)
Table A: Premium Service - Priority Definitions
| Priority | Call Nature | Definition | Response Time |
|---|---|---|---|
| 1 | Critical | Business-critical: whole office/site impacted (server or Internet down) | Within 4 hours |
| 2 | High | Department-critical: large user group impacted (department printer down) | Within 8 hours |
| 3 | Normal | User-critical: single user or small user group impacted (program malfunctioning). Critical to daily operations and has to be addressed by end of next business day | Next business day |
| 4 | Schedule | Non-critical: single user or small user group impacted (program malfunctioning). Not critical to daily operations. Can be addressed at next site visit | Address when available |
Table B: Premium Service - Support Structure
| Support | Business Coverage | Days/week, Hours/day |
|---|---|---|
| 5x8 | Core | 5 days/week, 8 hours/day |
| 5x12 | CorePlus | 5 days/week, 12 hours/day |
| 7x8 | Extended | 7 days/week, 8 hours/day |
| 7x12 | ExtendedPlus | 7 days/week, 12 hours/day |
| 7x24 | Full Support | 7 days/week, 24 hours/day |
Maintenance
The maintenance level includes:- response to service calls within four hours
- service support dispatched within three business days
- shared resource to service your company's computer network
- assurance that all company servers and networks are kept at their optimum performance
- scalable to suit your company's size and growth
- support hours from 9 am to 5 pm (PST), Monday to Friday (excluding statutory holidays)
- callout rates charged at the 'Schedule' rate (Table A - Priority Definitions)
- rush rates are addressed at the ‘Normal’ level, and billed at twice the 'Schedule' rate.
Limited
This service level provides an 'as needed' level of support, consisting of:- response to service calls within 12 hours
- service support dispatched within seven business days
- limited resources to service your company's computer network
- no monthly maintenance service
- support hours from 9 am to 4 pm (PST), Monday to Friday (excluding statutory holidays)
- callout rates charged at 1.5 times the 'Schedule' rate (Table A - Priority Definitions)
- rush rates are addressed at the ‘Normal’ level, and billed at twice the ‘Normal’ rate.