Common Questions and Answers
How-To Engage Support
General Pricing Guidelines
| Type of Work | Approx. Pricing |
|---|---|
| General Consulting | $120/Hour |
| Active Engineering | $150/Hour |
| Scheduled Dispatch | $85 + $100/Hour |
| Emergency Dispatch | $250 + $150/Hour |
| vCIO Retainer | $800/Monthly |
Remote Desktop Preference
We prefer to provide RDP support using AnyDesk
Support Ticket SLA
| Level | First Contact | Target Resolved | Escalation Target | Communication Plan |
|---|---|---|---|---|
| P1 | 15 Minutes | 2 Hours | 30 Minutes | Hourly Updates |
| P2 | 60 Minutes | 8 Hours | 4 Hours | Updates Every 4 Hours |
| P3 | 4 Hour | 2 Day | 2 Days | Daily Updates via Email |
| P4 | 1 Day | 5 Days | 3 Days | Daily Updates via Email |
Impact Scope:
- High - Multiple Departments/Critical Process
- Medium - Single Department/Non-Critical Process
- Low - Single User
Urgency Scope:
- High - Immediate Attention
- Medium - Prioritize
- Low - Can be scheduled
- Planning - Expect Delays
Ticket Types:
- Request - General Support or something new
- Incident - Something is broken or not working as expected.
- Maintenance -
- Change - Configuration changes
- Access - New or Modify Systems Access