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Remote Support:
To
receive remote support, customers are required to provide Point
& Click Solutions analysts access to their system via Remote
Desktop, Virtual Network Computing (VNC), or LogMeIn. Remote support
can not be provided if customers Internet connectivity is down.
Point & Click Solutions also reserves the right to withhold
support to clients with past due invoices.
Travel
Fee:
If
the customer subscribes to the Standard Support Plan, a travel
fee of $30 will be charged per on-site visit. This charge is to
be paid by check to Point & Click Solutions and is due before
on-site technician leaves.
On-Site
and Remote Hours:
All
hours of service are subtracted in 60 minute increments. For example,
1 hour and 5 minutes is equal to 2 hours of support.
Guaranteed
Response Time:
If
a customer subscribes to the Standard or Mission Critical Support
Plans, Point & Click Solutions will respond to customers call
within the specified guaranteed response time. The guaranteed
response times are available for calls received between the Hours
Available according to the support plan selected. There is no
guaranteed response time under the following circumstances:
-
Cases submitted via Email or fax
- Holidays observed by Point &
Click Solutions
- Closures due to weather or legal
impossibility
We
will make our best effort to contact the customer during these
circumstances, but we cannot guarantee the specified response
times during these events.
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