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Blackman - Rates


Hourly (On Call as Available Best Effort)
        $110/hr for Desktop Tech Support
        $145/hr for Server and Network Support
        $245/hr for Project, Application, or Data Base
        Note: No minimums or maximums, billed for hours worked.


Monthly SLA (On Call – SLA Priority)
        SLA charge *
        $65/hr for Desktop Tech Support
        $90/hr for Project, Server, Application, Network, or Data Base
        Minimum 10 hours support billed each month.


*  Service Level Agreement details including hours of operation, response times and minimum monthly hours can be customized to meet client requirements. Taxes as applicable are not included. Project work beyond SLA included time will receive a further 15% discount from the above rates


Sample Service Level Agreement

Severity 4
Non-critical or client is requesting information/advice.

Severity 3
Call types are non-critical, affecting a small number of clients who are able to work around the problem.

Severity 2
Complicated call that prevents a client from working.

Severity 1
Complicated call that prevents many clients from working, such as catastrophic server failure or network failure.

Severity
Response Time
Regular Hours

Resolution Time
Regular Hours


Response Time
Off Hours
(Optional)


Resolution Time
Off Hours
(Optional)
4
8 hours
5 days
Next Business Day
Next Business Day +5
3
4 hours
1 day
Next Business Day
Next Business Day +1
2
1 hour
6 hours
2 hours
12 hours
1
30 minutes
2 hours
2 hours
4 hours

All response and resolution times are measured against a 90% standard (i.e. 9 times out of 10).


 
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Blackman Support Services Ltd 2017