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$400/hour - Service Level: EXCLUSIVE Emergency

Two Versions

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IMPORTANT (We assume this version)

Simplified Summary: Handled before Emergency tasks.

Detailed description

We assume this version if you do not specify, in writing, the other version.

Can be interrupted.

Still requires scheduling.

Will be handled before any Emergency tasks, whether they were initiated before or after this EXCLUSIVE Emergency task.

Typically these tasks are completed at our BEST speed, taking into account manpower, available skills, and any other EXCLUSIVE Emergency tasks as if none of the Emergency or lower service level tasks existed.

Only choose this version of EXCLUSIVE Emergency if you agree to these terms.

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EXCLUSIVE

Simplified Summary: Technician will begin as soon as possible, not be interrupted for another issue/task/ticket, and you will be invoiced from the moment the technician begins until the moment that technician stops: without exception.

Detailed description

If you want this version, you must state so clearly and explicitly and in writing.

Can not be interrupted.

You will get the next available agent (who will be pulled off another project if necessary).

Typically these tasks are started and completed at our BEST speed.

Technicians on this version of EXCLUSIVE Emergency projects will typically not spend any time performing any other tasks except (upon occasion) to state that they cannot respond to another matter because they are on an EXCLUSIVE Emergency Project. (Yes, you will be billed for the time they spend fending off requests for their time.)

Example: If a technician is on your EXCLUSIVE Emergency from 1AM to 4AM, you will be invoiced for 3 hours of time, regardless of whether they were left on hold by your VOIP company while your VOIP company attempted to resolve an internal issue. If this was time our technician could be of no use to you and chose to send a couple emails, talk to Mom, play Word with Friend while waiting, this will not reduce your invoice. You may feel free to pick their brains for Vicidial Secrets during this time as you are still paying for it.

Only choose this version of EXCLUSIVE Emergency if you agree to these terms.

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Options and General Notes:

• Scheduling - Full access to the client server must be available before service may be scheduled.
• System Access - This includes (but is not limited to) root ssh, mysql root, http (web), sip/iax and any other required access.
• Deadline: EXCLUSIVE Emergency service level projects may have a deadline, see the deadlines section below.

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Deadlines

ONLY Emergency service level and above projects may have a deadline.

REQUIREMENT: For a deadline to be binding in any way (as opposed to merely being mentioned as a possible completion date), the deadline must be agreed upon in writing (such as an email or Support Portal ticket) and that deadline must be explicitly agreed to as a solid deadline by an employee of PoundTeam Incorporated. The "Due date" field in the Support Portal is not used for this purpose and is not considered a "binding" deadline. That field is merely a suggested/requested completion date and possibly only for a portion of a project.

IN WRITING: For a deadline to be binding, it must be agreed upon explicitly as a binding deadline by both you and our technician in writing, it is highly recommended that this be the first line in your ticket (or your email, or both if you use both), and also included in your subject line. No exceptions will be made to this rule. Deadlines not agreed upon in this manner are non-binding "requests" which do not result in a refund.

BEFORE STARTING: If you have a solid deadline, you must communicate this to us before the project begins and we must acknowledge it explicitly for it to qualify as a binding deadline.

ACCESS/CREDENTIALS/ETC: If you have a solid deadline, and you fail to provide us with necessary information or access which results in the missing of the deadline, PoundTeam Incorporated will not be considered responsible for the missed deadline. ANY information or access not provided, even if this becomes known AFTER the deadline has been agreed on, will constitute a failure on the part of the client nullifying the deadline. If any of this information is missing at the inception of the project, and a deadline is agreed to and later missed, the timing of the availability of that information may be considered the reason for the missed deadline and this decision will be made by the manager at PoundTeam Incorporated.

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Missed Deadline Refund: To qualify for refund, the deadline stated by the client must be in writing, the acceptance and commitment to meet the deadline by PoundTeam personnel must also be in writing. Full access to the client server and any other necessary access/information/etc. must be available immediately. If access is not available and this delays the requested support, there will be NO offset or refund of fees. This includes (but is not limited to) root ssh, mysql root, http (web), sip/iax and any other required access as stated by our personnel during service. Any lack of access or lack of support from a 3rd party will void any deadline agreement and there will be no refund. Be sure access and 3rd parties are managed accordingly and in a timely fashion.

(Refund Policy)

Approximate Support Response Times