Prime Support Program
Our Eyes on your Network
The Prime Support Program will reduce downtime by dramatically shortening the time from failure to resolution. At Ion Business Solutions we monitor the availability of your critical services through our Primewatch® system and at the first sign of trouble immediately inform you of the issue (Prime Support), or our technicians will automatically begin the remediation process (Prime Support +) – you’ll never know there was a failure!
Prime Support Program includes:
· Availability monitoring
· Service Block
· Immediate remediation undertaken at agreed upon levels (Prime Support +)
Benefits
· Reduced mean time to resolution
· Save money on costly downtime
· Priority call over non-contractual customers
· Lower hourly rate on break/fix (Prime Support +)
· All benefits of the Prime Support Program
· Even faster time to resolution due to immediate remediation effort
An IT Partner not Provider
Like all businesses your size, you depend on your network to perform at its peak. How often have you wanted to send an email only to find that the server was slow or that the email server was down? How frustrated were you by disk errors or latency issues?
In today’s competitive environment, you can’t afford to fall behind. A partnership with Custom Computers, Inc. backed by our Prime Support or Prime Support + programs will solve all of that. Custom Computers’ Prime Support programs address your IT needs by:
· Monitoring the critical health status of devices and applications
· Remotely diagnosing problems before they occur
· Immediate resolution of the problem (Prime Support +)
|
Feature |
Prime Support |
Prime Support + |
Prime Care |
Prime Care + |
Prime Serve |
|
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Primewatch™ |
ü |
ü |
ü |
ü |
ü |
|
Primeguard® |
— |
— |
ü |
ü |
ü |
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Managed Services |
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Remote Support |
ü |
ü |
ü |
ü |
ü |
|
On-site Support |
ü |
ü |
ü |
ü |
ü |
|
Off-site Maintenance |
— |
— |
ü |
ü |
ü |
|
On-site Maintenance |
— |
— |
— |
ü |
ü |
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Billing |
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Fee Structure |
Support (discounted block time) |
Support |
Support & Maintenance (off-site only) |
Support & Maintenance |
Contractual SLA-based |
|
Remote support during business hours 1 |
$100/hr |
$90/hr |
$80/hr |
Unlimited |
Unlimited |
|
On-site support during business hours 1 |
$125/hr |
$115/hr |
$105/hr |
$95/hr |
Unlimited |
|
After hours (scheduled) |
Time-and-a half 2 |
Time-and-a half 2 |
Time-and-a half 2 |
ü |
ü |
|
Emergency (unscheduled) |
Double-time 2 |
Double-time 2 |
Double-time 2 |
Double-time 2 |
ü |
1.Business hours are Monday to Friday from 9am to 5pm PST.
2.As a multiplier of the base-rate.