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Microsoft Small Business Server ("SBS") is a hosted solution which
typically includes Microsoft Exchange Server, Microsoft SQL Server, file
sharing and other software or services. Hosted SBS solutions are typically
accessed using a VPN connection which allows end-users to connect to the
hosted service from their desktop or portable computers.
Unless otherwise stated in your Sales Agreement or as part of a
subsequent Service Level Addendum, all hosted Small Business Server
deployments include the following support services:
- Free Technical Support for the first 14 days of your services
deployment.
- Thereafter, up to 30 minutes per month of free technical support.
- 24/7 Emergency Hotline Support1
- 24/7 Server Monitoring
- 24/7 Network Traffic Monitoring
- Nightly Backup2
- Operating System Maintenance (security patches, service pack
upgrades)
- Hardware Maintenance (including replacement of defective parts)
Clients may extend their annual agreement to include additional monthly minutes of
available office hour support time, priced as follows:
Monthly
Support Allowance |
Monthly
Fee |
| 60 Minutes
(1 Hour) |
$45.00 |
| 120 Minutes
(2 Hours) |
$135.00 |
| 180 Minutes
(3 Hours) |
$195.00 |
| 240 Minutes
(4 Hours) |
$260.00 |
| 300 Minutes
(5 Hours) |
$320.00 |
| Need More? |
$CALL |
Support allowances are not cumulative, and unused minutes do not carry
forward to future months.
Technical support service time 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.
- Other client requests for technical assistance of any kind.
One-time service fees for the setup of new users defined in your Sales
Agreement cover the costs for the work involved to setup and configure EPI
hosted services only and do not include user training, end-user software
configuration or setup, or other non-server related support services.
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 - |
Use of EPI's 24/7
Emergency Hotline for non-emergency support may incur service
fees. Click here
for additional information. |
| 2 - |
Nightly backup
services included with your subscription are described as part
of your Sales Agreement. |
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