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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:
- 24/7 Emergency Hotline Support1
- 24/7 Server Monitoring2
- 24/7 Network Traffic Monitoring
- Next business day turn-around for non-emergency
support requests3.
- Nightly Backup4
- Operating System Maintenance (security patches, service pack
upgrades)
- Hardware Maintenance (replacement of defective parts)
Certain services sold by EPI may may include specific
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, special request
backups or restores, or other specialized support
services for which service fees are invoiced individually.
Service fees for billable technical support applies to client requested support activities
only. Your account is not invoiced for the time involved in the general
maintenance of EPI facilities, time spent maintaining EPI hosted equipment or
EPI hosted operating
system components or time spent setting up or managing nightly backup
services.
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.
- Adding or removing end-user accounts.
- Other client requests for technical assistance of any kind.
EPI's current office hour service rate is $125.00
per hour. Outside of normal office hours our
technical support rate is $250.00 per hour. EPI' Internet Direct's office 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. $140.00
Minimum Charge. |
| Updating of Third Party Software
(typically performed off-hours) |
Time and Material. $95.00
minimum charge. |
| On-Site Training, Setup or
Configuration |
$2,500 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 - |
Use of EPI's 24/7
Emergency Hotline for non-emergency support may incur service
fees. Click here
for additional information. |
| 2 - |
Server level ping
tests, network service availability tests and service related
event monitoring services are performed within EPI data center.
Remote monitoring of individual services is available for an
additional fee. |
| 3 -
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EPI targets but
does not guarantee a maximum 24 hour non-emergency support request turn around
time. |
| 4 -
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Nightly backup
services included with your subscription are described
separately, here. |
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