Lotus Notes Support Contracts
What are the benefits of a support contract?
By entering into a support contract, you are assured that time is made for assistance.
You are always guaranteed for support and at a lower rate than you would pay per hour without a contract.
In addition, while you have a Basic Support Level or higher we will give you discount on the normal hourly rate for work beyond the contract, and you have priority in the scheduling of work.
You will have a overview of the incidents, the status, times and frequently asked questions by using the support site that is made available for the duration of the contract.
New: Eight levels and prices starting at € 50, - p/m!
Off-Site support*
| Level: |
Lite |
Basic |
Medium |
Total |
| Number of hours: |
2 |
4 |
8 |
16 |
| Remote Support: |
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| Use INECO notesDesk: |
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|
|
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| Discount normal hourly rate: |
 |
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| Periodic on-site: |
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| Cost per month: |
€ 50,- |
€ 100,- |
€ 200,- |
€ 400,- |
* Off-site support is support at distance like by e-mail, telephone or remote computer connection.
On-Site support*
| Level: |
Lite |
Basic |
Medium |
Total |
| Number of hours: |
4 |
8 |
16 |
32 |
| Remote Support: |
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|
|
|
| Use INECO notesDesk: |
|
|
|
|
| Discount normal hourly rate: |
|
|
|
|
| Periodic on-site: |
|
|
|
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| Cost per month: |
€ 250,- |
€ 500,- |
€ 950,- |
€ 1800,- |
* On-site support is at your location.
A few rules associated with a support contract
The different types of contracts may be combined.
For example, you can choose for 2 hours remote support and 8 hours at your location.
Hours that are not within the contract are calculated at the prevailing hourly rate with a starting rate of 1 hour per incident.
This happens always after consultation with the client.
Support applies to IBM Lotus Notes, IBM Lotus Domino and directly related to software.
This can be at administration level, but support for application development or application support is also permitted.
We reserve the right to determine what constitutes the contract.
The hours for off-site support are not transferable to the next month, the hours On-site support can be horse up to a maximum of 4 days per month, or may be used for off-site support.
There is no refund for unused hours.
Questions can be sent by e-mail, by phone and through the support website.
You can see the calls, status, times and frequently asked questions by using the support site that, for the duration of the contract is made available for you.
Response time during business hours is 4 hours. Within this time the client is notified by e-mail or phone to inform that an incident is taken care of.
A normal incident will be closed within 48 hours or if necessary escalated.
If an incident should be escalated we will discuss in advance the time and costs.
If known in advance that the response times can not be guaranteed like during holiday or illness, we will offer you an alternative.
This may mean that for this period another person will take care for the support, or that the period would be deducted from the bill.
Billing will post per month.
A support contract can be terminate with a line of one month notice.
A support contract is based on "Best-effort", we can not give guarantees.
For questions about a support contract please contact us!
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