Support Tiers

When necessary; billable support tiers apply as follows...

Tier: Level 0 Support = FREE
Automated or self-service solutions that users can access themselves without the aid of the Help Desk. These include automated password resets, Web sites fo...
Tue, 3 Jan, 2017 at 1:26 AM
Tier: Level 1 Support = $60 / hour
Our L1 customer support is offered by a generalist IT technician, who gathers and analyzes information about the user’s issue and determines the best way to...
Tue, 3 Jan, 2017 at 1:50 AM
Tier: Level 2 Support = $75 / hour
Our L2 support handles escalated issues that L1 support is not equipped to handle. Our L2 support is offered by technicians who are more experienced and can...
Tue, 3 Jan, 2017 at 2:15 AM
Tier: Level 3 Support = $90 / hour
Our L3 support tech responsibilities include some of the most complex problems encountered, such as database administration, infrastructure or data center m...
Tue, 3 Jan, 2017 at 2:30 AM
Tier: Level 4 Support = $125 / hour
While generally not used, the fourth level often represents an escalation point beyond our organization. This level of support is reserved for highly-comple...
Tue, 3 Jan, 2017 at 12:24 AM