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EPI Internet Direct is a Microsoft Gold Certified Partner.

Service You Can Trust! - Delivering Professional Hosting Services worldwide since 1996


Hosted Service Support Programs

 

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 - EPI targets but does not guarantee a maximum 24 hour non-emergency support request turn around time.
4 - Nightly backup services included with your subscription are described separately, here.

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Prices are subject to change without notice.