MSP Flat Rate Services
| Description | Silver | Gold | Platinum |
| Hourly On Site Rate | 10% Discount | 20% Discount | Service Calls Free,Projects/ Consulting 25% Discount |
| Emergency Response Fee After Hours / Weekends | 10% Discount | 20% Discount | Included |
| Emergency Response Time | Next business day |
Same business day |
Same day guaranteed |
| On-site scheduling of technician | 1-2 business days |
Next business day |
Next business day |
| Help Desk and Remote Support Sessions | Full Rate | 15 min per PC/Server included | Included |
24-7 Remote Server/Network Monitoring
|
Included | Included | Included |
| Executive Summary Monthly Report | Included | Included | Included |
| Virus & Spyware Definition Updates*† | NOT Inc. | Included | Included |
| Unlimited Remote Patch Mgmt. | Included | Included | Included |
| Creation of AUP (acceptable user policy) | NOT Inc. | Included | Included |
| Quarterly review and planning meeting | NOT Inc. | Included | Included |
| Weekly system status e-mail | NOT Inc. | Included | Included |
| Online custom client portal for tech support | Included | Included | Included |
| Client access to Virtual System Administrator for remote control and access to network server | NOT Inc. | Included | Included |
| Unlimited Microsoft software upgrades* | Included | Included | Included |
| Adding and removing users | NOT Inc. | Included | Included |
| Performance tune-up†† | Included | Included | Included |
| Off Site Backup† | NOT Inc. | Included | Included |
| Installation of new hardware and software* | NOT Inc. | NOT Inc. | Included |
| Virus/Spyware Removal and cleaning*† | NOT Inc. | NOT Inc. | Included |
| Loaner PC | NOT Inc. | NOT Inc. | Included |
| Vendor liaison* | NOT Inc. | NOT Inc. | Included |
| Shopping and ordering warranty parts* | NOT Inc. | NOT Inc. | Included |
| 100% Hassle Free Guarantee | NOT Inc. | NOT Inc. | Included |
*Labor only; all hardware and software costs will be additional.
†Gold & Platinum level service includes the anti-virus, anti-spyware and backup software
††Silver level service does not include the on-site or annual cleaning portion of tune-up.
IMPORTANT NOTICE:
This comparison chart is provided to assist you with understanding the differences between each tier of the program. Please refer to the descriptions in this document for the specifics of coverage for each tier. In the event that there is a discrepancy between this comparison chart and the contract, the terms and conditions of the contract shall prevail.
