F1 IT SERVICE LEVEL AGREEMENTS

Option #1: BASIC RETAINER CONTRACT

This 12 month contract provides a tier 1 support tech available for most, "reasonable cause," requests at one monthly fee.
 
The basic retainer contract includes the following:
 

  • A tier 1 support tech will reply to service requests within one (1) hour.
  • Tier 1 support tech will provide a diagnosis to the issue within twenty-four (24) hours and begin necessary work within the twenty-four (24) hour period by remote access or being onsite.
  • In the event that the tier 1 tech can not resolve the issue, they will be required to hand the issue over to a tier 2 support engineer and you will be billed at a discount rate of $95.00 per hour for the tier 2 support.
  • This option DOES NOT include preventative maintenance.

 

Option #2: STANDARD RETAINER CONTRACT

This 12 month contract provides all the benefits of a basic retainer contract plus a little more.
The standard retainer contract includes the following:
 

  • A tier 1 support tech will reply to service requests within one (1) hour.
  • Tier 1 support tech will provide a diagnosis to the issue within eight (8) hours by remote access or being onsite. The client will be given an estimated time frame for the issue to be resolved. At this point the client will have the option to proceed with tier 1 support or request a tier 2 support engineer at a discount rate of $115.00 per hour to resolve the issue. Request of a tier 2 support engineer does not guarantee that the time frame for resolution will be any less.
  • In the event that the tier 1 support tech can not resolve the issue within the estimated time frame, the tech will be required to hand the issue over to a tier 2 support engineer and you will be billed at a discount rate of $115.00 per hour for the tier 2 support.
  • Preventative maintenance will be provided every other month.

 

Option #3: ADVANCED RETAINER CONTRACT

This 12 month contract basically hires F1 as your IT department. The advanced retainer contract includes the following:
 

  • A tier 2 support engineer will reply to service requests within one (1) hour.
  • Tier 2 support engineer will provide a diagnosis to the issue and begin necessary work within four (4) hours by remote access or being onsite.
  • There is NO additional cost for support service.
  • Preventative maintenance will be provided every month.

 
***Customer is required to purchase and maintain Anti-Spyware and Anti-Virus Software on each machine.
*F1 Information Technologies, Inc. reserves the right to provision resources based upon our evaluation of any given issue.*

 
 

MAINTENANCE CONTRACT BENEFITS

IT Package alternatives for Small to Medium Businesses

Several small to medium sized businesses subscribe to the "if it’s not broke so don’t fix it" philosophy. The maintenance contract is a good solution for businesses who need to be proactive and prevent surprising issues.

 

  • A support tech will be onsite once a month to perform preventative maintenance as outlined in the maintenance checklist.
  • Billable time for service calls and requests are not included in the maintenance contract but customers under the agreement are given a $20 discount off every hour of billable time.
  • Quick response to service calls and requests within 1 hour. Onsite or remote resolution to begin within 4 hours.

 
*F1 Information Technologies, Inc. reserves the right to provision resources based upon our evaluation of any given issue.*