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

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• 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