Support Solutions

Design Solutions

Support Solutions

Basic Support Solution:

$200 per month.

Solution Includes:

2 Hours of Support Per Month¹
Unlimited Phone Support²
24 Hour Response Time
Priority Service³
Discounts on Hardware, Software, and Additional Services
Preventative maintenance performed
- Regular defragmentation
- Monitoring of logs for servers (if applicable)
- Monitoring and purchasing of all security products (licenses for updates)
- Cleansing of any malware infestation

(1) Monthly support hours roll over month-to-month, so you can use them throughout the year. However support hours will not be available to roll over a calendar year. We also recommend that clients utilize their hours accordingly throughout the year. As to avoid every client scrambling to use their support hours the last months of the year. Just to use them, which is nearly impossible for us to handle properly. In some rare cases we will roll over hours or partial hours for clients under certain circumstances. This is to be discussed with a senior employee of McRae Solutions.

(2) Phone support, while unlimited in number of events, is limited to 15 minutes per incident. Why? Because if it takes more than 15 minutes over the phone, it's something we need to be present for, either remotely or physically. If more instruction is needed, tutoring needs to be scheduled. We won't have a stopwatch, but we will watch for abuse of the system.

(3) If we have to bring your machine in for advanced diagnostics or parts, it will get priority service. Meaning we will put it at the front of the line. If there are other customers of network service plans on the bench, priority will be given to the higher of the plans. If more than one customer has the same plan as well as machines on the bench, it's either first come or first serve, if the necessity is equal, or we will choose priority based on need or speed of completion/availability of parts.

*** To be eligible for our support solution, the site in question has to undergo a network audit. Your network has to be brought up to specifications by our standards for security and configuration. Remote control software will be installed throughout the network for ease of troubleshooting and speed of response time. We will retain all administrator rights to be able to perform maintenance as expected. All problems will be routed through our online help desk and email, so we have records of all requests. This is to prevent scope creep and miscommunication, ensuring that we have everything in 'writing'. Any other firm conducting IT work on the network has to be authorized through McRae Solutions. We understand that there may be other providers for different services. We will gladly work with these providers. However, to protect our investment, we cannot allow 3rd parties to have access to or make changes to the network without our express permission. This would substantially raise our costs and create liability on behalf of McRae Solutions. Any company found contracting a 3rd party to perform any work on any system under the maintenance contract scope will lose any roll over hours, credits, and the remaining contract will be terminated. It will only be reinstated after the network has passed another audit and deemed in acceptable condition by an agent of McRae Solutions.