Compunet, Inc. - Support

Support Levels:

CompuNet, Inc. currently offers clients six (6) different Managed Service levels of support. While it is not required for a client to sign up for a Managed Service Agreement (MSA), clients often find great benefit and cost savings associated with choosing one or more of our Managed Service offerings.

Should a client choose not to sign a Managed Service Agreement with CompuNet, Inc., clients simply call in on an as needed basis. This support is provided at CompuNet’s affordable hourly billing rate which varies according to the specific type of support being requested. It is important to note that clients who have a current Managed Service Agreement receive priority support over those who do not.

An option available to clients who choose not to sign a Managed Service Agreement is the option to purchase a pre-paid block of support hours which may include phone support, onsite support or both phone and onsite support.

Feel free to contact us at any time for additional information regarding the support contracts listed here.

Client Support Options:

Support Level One – (Standard Call Center w/ Remote 8x5)

CompuNet’s first level of support provides use of CompuNet’s Call Center and includes unlimited remote support. When your company requires assistance, they simply contact our call center for assistance. When the call is initiated, the Call Center creates a detailed work order and will attempt to resolve the issue immediately over the phone. If necessary, the call center technician will remotely connect via secured VPN connection to your network to remotely fix the issue being experienced. In the event the issue still cannot be resolved, the work order will be escalated to a senior level engineer for resolution. In the unlikely event that the issue still cannot be resolved remotely, your agency will be notified of the need to dispatch an engineer to resolve the issue. Upon authorization, our call center will dispatch an engineer to correct the issue at CompuNet’s hourly billable rate. This support is provided during our normal business hours of 8:00 AM to 5:00 PM, Mountain Standard Time.

After hours call center, remote and onsite support is billable at a premium hourly rate which is different than the standard hourly rate.

Support Level Two – (Standard Call Center w/ Remote 24x7)

CompuNet’s second level of support provides support that is identical to Support Level One with the exception that Support Level Two provides for this support on a 24x7 basis rather than Support Level One’s 8x5. With this support level, there is no billable hourly rate for after hour’s calls for support unless onsite support is required which is then billed at the standard billable hourly rate.

After hours call center and remote support is included in this support level and onsite support is billable at the same hourly rate as the standard hourly rate.

Support Level Three – (Standard Call Center w/ Remote & Onsite 8x5)

CompuNet’s third level of support provides use of CompuNet’s Call Center and includes unlimited remote support. This support level also includes unlimited onsite support during normal business hours (unlimited as defined under the CompuNet, Inc. Terms and Conditions section). When your company requires assistance, they simply contact our call center for assistance. When the call is initiated, the Call Center creates a detailed work order and will attempt to resolve the issue immediately over the phone. If necessary, the call center technician will remotely connect via secured VPN connection to your network to remotely fix the issue being experienced. In the event the issue still cannot be resolved, the work order will be escalated to a senior level engineer for resolution. In the unlikely event that the issue still cannot be resolved remotely, your agency will be notified of the need to dispatch an engineer to resolve the issue. Upon authorization, our call center will dispatch an engineer to correct the issue at no additional charge (as defined under the CompuNet, Inc. Terms and Conditions section). This support is provided during our normal business hours of 8:00 AM to 5:00 PM, Mountain Standard Time.

After hours call center, remote and onsite support is billable at a premium hourly rate which is different than the standard hourly rate.

Support Level Four – (Standard Call Center w/ Remote & Onsite 24x7)

CompuNet’s fourth level of support provides support that is identical to Support Level Three with the exception that Support Level Four provides for this support on a 24x7 basis rather than Support Level Three’s 8x5. With this support level, there is no billable hourly rate for after hour’s calls for support unless onsite support is required which is then billed at the standard billable hourly rate.

After hours call center, remote and onsite support is included in this support level at no additional charge as defined under the CompuNet, Inc. Terms and Conditions section.

Support Level Five – (IT Management Services)

CompuNet’s fifth level of support provides clients with high level IT management assistance. Whether it is assistance with technology budget planning, technology grant work, project management, or growth forecasting and planning, it will be provided under this support plan.

This support level can be purchase on a per project basis or for a specified time frame. If purchased for a specified period of time, this support plan will include all of the above mentioned level five services for any existing and/or new projects.

Support Level Six – (Contract Staffing)

CompuNet’s highest level of support, this solution will provide a full-time, onsite technician for the client. This employee will be of a technical expertise level as agreed to by the client and CompuNet, Inc. This individual will be an employee of CompuNet, Inc. and contracted to the client. This technician will be dedicated to the clients technology needs and will work with the client to ensure the highest level of technology support.

For immediate assistance, you may contact us directly at 1 (208) 286-3000. You may also call 1 (866) 368-9881 for toll free calling.