33HOPS remote support tariffs.
Applicable to XSIBackup and to any of our knowledge fields.We offer three types of service plans to cover different needs. You can prepay hours at your own pace for punctual support requests as per our Under Demand Support service plan, or buy 10 h. packs with a 17% discount and improved availability according to Paquetized Support service plan.
For longer term contracts we offer an anual Frame Contract with an additional discount and inmediate availability. A minimum of 100 yearly hours must be bought to close a Frame Contract. The anual fee is payable in Jan and July.
We usually attend all service requests within the same day, nevertheless we give priority to Frame Contract clients over Paquetized Support clients and the latter over Under Demand clients. If due to a punctual overload we cannot attend your request within the contractual response time frame, you'll be elegible for a full refund of the non consumed hours.
A weekly report worksheet is issued for Frame Contracts and Paquetized Support. Under demand support documentation will consist in a detailed invoice.