Service Level Agreements


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Service Level Agreements


Regardless of your industry, company age, or head count, every business in the 21st century needs tech help from time to time. Experience has taught us that there are a core set of concerns that they all share though. In response to this, we've created our maintenance agreement. Using our Five Spheres approach to achieve clarity, we can usually reduce your ongoing support down to a flat monthly fee.

Remote Support, Antivirus, Updates & Monitoring

Our agreement means having secure remote monitoring and control software installed on all your computers. Through it we'll be able to keep an eye on your equipment, install critical security patches, watch for infections or hardware failures, and help you remotely when you need it.  Finally, any other work we perform for you (data recovery, Google Apps, etc) will be billed at a 10% discounted rate.

Monthly Fee, No Long-Term Contracts

We make it a point to not lock you into long unbreakable contracts. This puts the burden on us to provide you with excellent service and make sure your business technology is running well. If at any time you decide to make changes, no problem. We can grow or shrink your support according to your needs. Oh and if for any reason you decide to stop using us, we'll make sure to give you a fresh copy of any documentation we've created so you won't have to reinvent the wheel with another support company. No other support company does this, nor do they put prices on their sites, but we do.

Request A Consultation!


Request A Consultation!


Please fill out the form below. Someone will contact you ASAP to schedule a consultation for your company. Consultations are typically an hour or so and very informal. We sit down with you in person or on the phone, review your environment and company goals, then offer a few suggestions to help you. If you agree, we'll then move on to the Site Audit and get things rolling!

Coverage


Coverage


Below is our breakdown of what software and services are generally covered by the Boston TechCollective (BTC) Support Level Agreement. When we say covered we mean, if you have a problem with anything we support, you will not be billed for labor on diagnosis or repair. If for some reason something isn't covered, we will notify you prior to doing any work. Any such issue will, at the very least, receive a 10% discount on labor though.  If you have any questions or concerns regarding anything, please contact us immediately!


Supported Software

Operating System Support
 


Office Applications
 


Email Clients
 


Antivirus

Virtual Private Networking

 

Basic Printing


Modern Web Browsers

Backup software

Windows 7, 8, 10
OS X, macOS
Ubuntu

Microsoft Office 2007 thru 2016
G Suite & Google Docs
LibreOffice

Microsoft Outlook 2007 thru 2016
Mozilla Thunderbird
Apple Mail

Eset Security

OpenVPN
Meraki VPN
Windows Server VPN

Work-related Printers
Driver Support Only - No Repair

Google Chrome, Mozilla Firefox, Apple Safari

BackBlaze, Carbonite, iDrive


Unsupported Software

Proprietary Software
 

Printer Incompatibilities

Unapproved User Changes

BTC will help facilitate communication with the vendor(s) but cannot guarantee function of such software.

Lack of driver support, hardware failure, etc.

Software or hardware updates that BTC is not party to are not supported.


Supported Hardware

Remediated Computers

 

Approved Network Equipment

Any covered computer must pass our Remediation. This includes tests of hardware such as SMART status and cleanup of unused/unnecessary software.

Networking equipment including Ubiquiti and Meraki products, as well as other peripherals approved by BTC

*Labor for computer hardware repairs will be covered under SLA. Cost of parts is paid by the client. Repairs are performed at our shop in Somerville. Client is normally responsible for drop-off/ pick-up but transportation can be arranged for an extra fee.

Unsupported Hardware

Printer Hardware Failures
 

Fax Machines

Proprietary Software
 

Accidental/AoG Damage

 

Internet Service Provider Issues

BTC will help with initial diagnosis of a hardware problem, but we do not perform printer repairs.

BTC does not support legacy fax systems or machines.

BTC will help facilitate communication with the vendor(s) but cannot guarantee function of such software.

Accidents such as liquid spills, dropping equipment, etc. are not covered but may be diagnosed as such. This also includes natural disaster "Act of God" events such as lightning strikes, fires, floods, etc.

BTC will assist in diagnosing ISP problems and even facilitate communication with the provider but cannot guarantee ISP uptime.


Services Not Covered By SLA

New Equipment Setup

 

New Computer Setup
 


Shop Service

Off Hours Support

This includes devices like printers, scanners, network hardware, etc. Hardware costs will be paid by client and labor charged at the discounted SLA rate.

If a new computer is purchased that is being added to an existing environment and not a replacement for an existing computer, a remediation fee will usually apply.

Data recovery, drive imaging, special projects, dev work, etc.

Normal coverage hours are Monday thru Friday 9am to 6pm. Support on alternative hours may not be possible and will incur an emergency fee if assistance is rendered off hours.

Pricing


Pricing


Service Level Agreement Pricing

After receiving feedback from existing clients and analyzing security trends in our industry, we've changed our SLA structure to a more holistic one. As of August 2017, our new SLA is based on the size of your environment, not the number of computers that need coverage. All of the plans listed below offer coverage for everyone in your organization. From the computers they use to the apps and networks that link them together. By approaching things in this manner, we can better protect your infrastructure as a whole and prevent confusion over what is and isn't covered. This frees us up to focus on support and makes it easy enough to scale your coverage up or down as needed.

 

* What's Included?

  • All User Computers (Up To Threshold)
  • Support For Systems Listed Above
  • Up To One Server or NAS Device
  • Network Security & Monitoring
  • Hardware Monitoring & Reporting
  • Antivirus Licensing & Protection
  • Cloud-based Remote Support
  • OS Security Update Management
  • 3rd Party Update Management
  • Virus/Malware Removal
 

One-Time Fees & Special Projects

Pricing Varies

We come to your location and sit down for an hour to discuss your support needs and how we might help you. There's no obligation and if we can't help you we'll make every effort to find someone who can!

Site Audit & Assessment

This is part of our Five Spheres approach to support. After the free consultation, we'll perform an audit of your current environment and create site documentation that you keep. Most organizations don't have this kind of information available! With the site doc you can take it to any I.T. provider and transition smoothly if you choose. This is part of our belief that we should make you want to use us rather than be obligated to do so.

Computer Remediation

We use this site doc and our notes from your consultation to build a custom strategy to wrangle your I.T. needs. All of this is spelled out clearly in a project proposal and sent to you for approval.

This is the one-time process where we perform hardware diagnostics & software cleanups on your computers. The cost listed here is for a typical office. Additional fees may be assessed depending on your existing environment. We will always be upfront about such costs and offer payment plans if needed. This phase must be completed before you qualify for a Service Level Agreement.

Special Projects

Special projects are things like network hardware upgrades, Google Apps or Office 365 migrations, or other highly specific tasks we perform for your organization. Due to the variable nature of such work we don't always have set prices for it. That being said we will give you an estimate prior to any work being performed in every case!