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About Forums Please help–I’m Confused about 3-tier plan

  • Please help–I’m Confused about 3-tier plan

  • James Golden

    Member
    November 10, 2018 at 8:17 am

    Maybe I’m just too dumb for this, but I’m confused when I look at the “SuperStar I.T.” 3-tier plans. Please explain to me the first 2 items: “Remote Maintenance Support” and “Onsite Maintenance Support” hourly rates, especially for the Silver plan.

    Are these rates for moves, adds, and changes labor?

    Or are they for only fixing issues with maintenance (such as fixing a broken patch install, fixing applications when they break)? Or just for maintenance that can’t be automated?

    Right now, I’m thinking of changing the wording to just “Remote Support” and “Onsite Support”. So, for example, for the gold plan: client wants a new application installed, if I do it remotely, its free, but if I have to come onsite, its the hourly rate (Platinum would be free either way).
    But then I don’t understand the line item for “Free remote server phone support”. Are we differentiating between remoting into a system versus walking a client through the same procedure over the phone?

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