| Additional Support Outside of Monthly Contract |
| On-Site |
|
| Hourly rate for additional On-Site service during normal business hours |
|
| Minimum billable hours for additional onsite service |
1 hour |
| Guaranteed onsite response time, 8x5 (response time may vary based on location) |
Same day |
| Onsite Afterhours Rates and Response Times |
|
| Hourly rate for additional service (On-site only) on holidays2, 3 |
|
| Hourly rate for additional service (On-Site only) for after-hours/weekends2, 3 |
|
| Guaranteed onsite response time, 24x7 (response time may vary based on location) (Priority) |
Approx. 4 hours |
| Trip Charge for On-site support 4 |
|
| Remote |
|
| Hourly rate for additional remote service during normal business hours |
|
| Minimum billable hours for additional remote service |
1 hour |
| Remote Afterhours Rates and Response Times |
|
| Guaranteed remote response time, 24/7 Within |
Within 4 hours |
| Hourly rate for additional service (remote only) for after-hours/weekends2, 3 |
|
| Hourly rate for additional service (remote only) on holidays2, 3 |
|
| Project Management |
|
| Project Management |
|
