Service Level Agreement
The Internet Guy, Inc is dedicated to providing you with the best support possible.
We will communicate with you via phone, email or text messaging during the course of the project.
We will utilize an online helpdesk system to aid it communication and documentation of the issue, steps taken and the resolution.
Phone calls will be returned within 24 hours, during normal business hours.
Emails will be responded to within 4 hours, during normal business hours.
Help desk notes, updates and communication will be responded to within 4 hours, during normal business hours.
If the project is classified as an emergency or outage, all response times will be within 1 hour.
Rates
| Remote hourly labor rate for times between 8:00 AM (CST) and 5:00 PM (CST) |
$125.00/hour |
| On-site hourly labor rate for times between 8:00 AM (CST) and 5:00 PM (CST) |
$150.00/hour |
| Remote hourly labor rate for times between 5:01 PM (CST) and 7:59 AM (CST) |
$175.00/hour |
| On-Site hourly labor rate for times between 5:01 PM (CST) and 7:59 AM (CST) |
$200.00/hour |
