Ongoing Maintenance Program

 

Key Benefits

• Increased Up-Time  

• Proactive Maintenance

• Remote Monitoring​

15% hourly rate discount on additional services

 

1.  Purpose
          The Intrinsic Tech Solutions Ongoing Maintenance Program, hereinafter referred to as ITS-OMP, is designed to increase overall system uptime through monitoring and regularly scheduled maintenance of covered systems.

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2.  Program Structure
          Scheduled maintenance on systems will occur on a monthly basis.  Approved service packs, hot-fixes, software updates, and firmware / BIOS updates, will be installed during this time.  Your monthly visit date will be scheduled to recur on the same day of each month.  This day is subject to change with reasonable notice by either party.  Monitoring of systems will be performed via both automated and manual process as deemed appropriate by Intrinsic Tech Solutions.  The approval process is designed to prevent downtime due to implementation of un-tested or under tested patches and updates, and it is solely the discretion of Intrinsic Tech Solutions to determine a software’s update or upgrade approval status.

          ITS-OMP customers will receive a dedicated email address to distribute companywide for reporting of non-emergency issues, concerns, and questions.  This is how ALL non-emergency communication should be directed.  Key personnel will be given an emergency phone number for all critical issues should the need arise.

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3.  Covered Items
          Our covered items include, but are not limited to:  Scheduled moves, adds, and changes of both system users and covered systems.  Troubleshooting and problem resolution of operating system and covered software issues of covered systems.  Scheduled system rebuilds of covered systems.  Scheduled maintenance and troubleshooting of covered systems.  Additional services as determined appropriate by your Intrinsic Tech Solutions. representative to maintain COMPLETE customer satisfaction.

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4.  Billable Items
          Our billable items include, but are not limited to:  All hardware costs, not covered by warranty.  Time accrued due to failure of customer to follow Thirsty Gecko Solutions recommendations in a timely manner as determined by your Intrinsic Tech Solutions. representative, and discussed with you prior to work being performed.  Requested off / afterhours work.  Requested emergency response work.  Project based work, as requested and quoted.

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5.  Fee Structure
          The ITS-OMP is designed to cover standard ongoing maintenance issues, as such, most day-to-day issues are covered by maintenance.   Non-covered items and new project work, will be billed at our appropriate hourly rates, less a 15% discount.

 

Standard hours are Monday thru Friday, 8am-5pm, exclusive of holidays as determined by Intrinsic Tech Solutions.

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