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Hosted Service Support Programs define levels of service and support
available to customers hosting web sites, web services, Microsoft or
other third party server software, portal software or other web based
application solutions marketed by EPI Internet Direct.
Unless otherwise stated in your Sales Agreement or as part of a generally
specified service description, all hosted services include Level 1 Technical
Support. Level 1 support includes:
- Up to 30 minutes per month of technical support
- 24/7 Emergency Hotline Support
- 24/7 Server Monitoring1
- 24/7 Network Traffic Monitoring
- Nightly Backup2
- Operating System Maintenance (security patches, service pack
upgrades)
- Hardware Maintenance (replacement of defective parts)
Certain services sold by EPI may may include additional or other
technical support allowances. If such allowances apply to you then these
allowances will be stated as part of a signed Sales Agreement and you should
refer to your agreement for details of your support allowances.
Level 1 Technical Support services do not include service fees for adding
or removing end-user accounts, assistance with the installation of custom or
third party software, printer or other drivers, application specific software
programming, application specific software maintenance or other specialized support
services.
For clients with annual service or sales agreements, you may extend your EPI contract to include additional minutes of
available support time, priced as follows:
Monthly
Support Allowance |
Monthly
Fee |
| 60 Minutes |
$60.00 |
| 120 Minutes |
$160.00 |
| 180 Minutes |
$250.00 |
| 240 Minutes |
$330.00 |
| 300 Minutes |
$400.00 |
| 360 Minutes |
$470.00 |
All fees are quoted in Canadian dollars. Support allowances are not cumulative, and unused minutes do not carry
forward to future months. Client requested activities may include such activities as:
- Service Training
- Assistance with the configuration of end-user workstations or
devices.
- Assistance with the installation or configuration of end-user
software.
- Other client requests for technical assistance of any kind.
EPI's current office hour service rate is $95.00
per hour. Outside of normal office hours our
technical support rate is $150.00 per hour, $250.00 per hour on holidays and
weekends. EPI's office support hours are
9:00AM to 5:00PM EST Monday to Friday.
Some specialty services are invoiced at rates unique to the
service requested. These services include:
| Item |
Fee |
| Recovery of data files or
databases from Nightly Backup |
Time and Material. $95.00
Minimum Charge. |
| Updating of Third Party Software
(typically performed off-hours) |
Time and Material. $95.00
Minimum Charge. |
| On-Site Training, Setup or
Configuration |
$1,500 per day plus travel,
accommodation.
Minimum 2 Day Charge. |
EPI reserves the right to modify service rates or adjust terms of our
technical support services at any time without notice.
For more information, please contact your EPI sales
representative.
| 1 - |
Server level ping tests, network service availability
tests and service related event monitoring.
Services performed within EPI data center.
Remote monitoring of individual services is available for an
additional fee. |
| 2 -
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Nightly backup
services included with your subscription are described
separately, here. |
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