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Enterprise Project Management (EPM) provides a
great value to organizations that have adopted
this system and processes. Unfortunately, there
is a great deal of complexity associated with an
enterprise implementation. PSSI offers ongoing
telephone support to assist clients with issues
and problems that arise during the ordinary
course of managing an EPM deployment.
The purpose of this service is to provide you
with advice, guidance, problem solving,
recommendations, and answers to questions as
they relate to Microsoft Project, Microsoft
Project Server, Microsoft SharePoint Services
and related enterprise products.
Service is offered on a prepaid basis with three
optional packages, or an as-needed basis. This
is not a help-desk service, but rather a service
to schedule time with experts who can assist
you.
Download PDF support brochure.
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The total
duration for this service offering is one year of
telephone consulting and support from the date of signed
agreement. Services unused by the expiration date will
expire without refund.
The initial response is designed to document the
question and then schedule a time to address the
question with the appropriate technical resource, and
possible other parties. PSSI does not warrant a time
period for resolution or that all questions can be
answered or issues resolved.
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Response Time:
Response time is targeted at 4 business hours
(weekends and legal US Federal Holidays are
excluded). The purpose of logging a call is to begin
the triage process of matching the correct resource
to the call and to schedule the issues review
session. Time of day for purposes of logging calls
shall be based on Eastern Standard Time. Response
time will be measured from time of the initial call
made to PSSI. In the event that PSSI fails to
respond within this time, the client will not be
charged for the call. Response time cannot be
guaranteed.
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Form of Response:
In most cases, response to all questions shall be
provided by telephone. In some cases, at PSSI’s
discretion, responses requiring detailed
instructions may be provided by email or posted to
the PSSI private client web portal. If a response is
provided in a format other than telephone, PSSI
shall notify client of such response by telephone.
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Minimum Call Length:
There is a minimum of thirty minutes charged per
session made under this agreement. There is a
30-minute minimum billable charge for all
non-contractual calls. There is a 30 minute minimum
charge for all calls handled during non-business
hours.
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Calculation of Call
Length:
All calls are charged to the CLIENT account based on
actual conversation and research time.
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Billing:
Service is
pre-paid. Time of day for billing purposes shall be
Eastern Time. This service is provided during normal
business hours Monday through Friday EXCLUDING US
Federal holidays. There is an additional fee charged
for calls falling outside normal business hours.
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Service is offered on a prepaid basis with
optional packages, or on an as-need basis.
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Service |
Rate |
Annual
Cost |
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10 Hours of Prepaid Remote Support |
$225/hour
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$2,250.00 |
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30 Hours of Prepaid Remote Support |
$210/hour
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$6,300.00 |
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50 Hours of Prepaid Remote Support |
$195/hour
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$9,750.00 |
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Non-contractual Remote Support |
$275/hour
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NA |
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