Emergency Support After Hours
Our Network Engineers are available for emergency support after normal business hours. Normal business hours are Monday through Friday, 8am – 5pm. Our engineers are available within a 30 mile radius of the TCW office.
All Emergency Support agreements require a signed contract.
- Monthly Fee: $65.00
- Incident Fee: $150.00
Minimum emergency support: 1 hour minimum charge. Support may be provided via email, phone, or an on-site service call. A $55.00 dispatch fee is applicable if an on-site service call is required.
Rate Structure: (flex-paks and contract rates excluded)
- Our normal hourly rate is $100/hour.
- Monday - Friday: 5pm-8am: Time and a half
- Saturday: Time and a half
- Sunday and Holidays: Double time
FAQ
- How does it work?
- You will be given a pager number that has access to a TCW network engineer. You will be contacted within 4 hours.
- Why the monthly fee and the incident charge?
- The monthly fee is the carrying charge for the contract. We are requiring a technician to stay within two hours of Lancaster and be on call all week. They receive compensation for these efforts.
- The incident charge is for each incident activated by the contract holder and prevents indiscriminate use of the emergency contract.
- Why the 4 hour response time?
- While we would like to respond instantly to requests, service is a human endeavor and we need time to respond appropriately.
- What if my critical software application fails?
- The network technician that is dispatched will determine if escalation is required to the software vendor. Software support is contingent on the software agreement you may have with the software vendor.