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DRAFT-North Shore Automation Support Policies

Service Scope

  • Telephone support
  • Email support
  • Planned or emergency remote assistance using remote access (extra costs apply)
  • Planned or emergency onsite assistance (extra costs apply)
  • Service Availability

Hours of Availability

Telephone and Email support

  • Between 9:00 AM and 6:00 PM Pacific Time
  • Monday - Friday, not including national holidays
  • Calls and emails received outside these times will be answered by a recording, and will be returned on the next business day

Remote assistance

  • Between 9:00 AM and 6:00 PM Pacific Time
  • Monday - Friday, not including national holidays

Onsite assistance

  • Between 9:00 AM and 6:00 PM
  • Monday - Friday, not including national holidays
  • Onsite assistance must be scheduled at least 72 hours in advance

Response Times

  • High priority: within 1 business day
  • Medium priority: within 2 business days
  • Low priority: within 5 business days

Maintenance/Upgrades

  • North Shore will provide system and software updates or upgrades upon request
    • This includes Akomi, CatDV, operating systems, and certain 3rd party applications
  • This will be billed against purchased support time
  • North Shore is not responsible for any problems that arise subsequent to system and software updates or upgrades performed without North Shore’s prior written acknowledgement

#Billing

  • # I'd keep this off of this page/public site
  • All North Shore support is billed at $250 per hour
    • Standard phone, email, and remote support is billed in 15 minute increments
    • After-hours phone, email, and remote support is billed in 30 minute increments
  • Onsite support surcharges
    • Onsite support within 150 miles of Los Angeles is billed in 2 hour increments
    • Onsite support more than 150 miles of Los Angeles is billed in 4 hour increments
    • Onsite support between 6:00 PM and 12:00 AM is billed at 1.5x the normal rate
    • Onsite support between 12:00 AM and 7:00 AM is billed at 2x the normal rate

#Travel

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  • Travel within 150 miles of Los Angeles will be billed at 0.5x the normal rate
  • Travel more than 150 miles from Los Angeles will incur a 4-hour charge
  • Reimbursable travel expenses will be submitted for prior written approval, and include:
    • Airfare
    • Airport transportation
    • Mileage at $ 0.55 per mile.
    • Hotel (3-4 star business hotel)
    • $50 per day meal allowance