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 AvailabilityTelephone 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- # this too
- 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
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