avcontract.rtf (Rich Text Format) Use Word or WordPad to view and print.Service Contracts
We have several different service levels available. Below are a few to get you started. Our levels of service are always expanding and changing to meet your support needs.
Anti-Virus Contract -
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Customer requests have led us to add this new service profile. If you have ever had a loss due to viruses, this may be your answer. Whether you currently have virus protection or not, SDL Systems will assess your system(s) and offer possible free program updates and to keep you up to date with monthly, bi-monthly or quarterly site visits for the sole purpose of keeping you protected from all known and new viruses. Hundreds of new viruses are written each month, keep ahead of virus infestations and system downtime by placing the responsibility in the hands of someone who can protect you. To sign up for this service, click the document above.
Data Protection Contract -
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Customer requests have led us to add this new service profile. Have you ever had data loss due to a server crash, fire, burglary or someone deleting important documents by accident or intentional? This may be your answer. Whether you currently have an active data backup process or not, SDL Systems will assess your system(s) and offer cost effective methods to keep your data safe from fire, burglary, intentional or accidental damage or natural disasters. Daily, weekly, bi-weekly, monthly or quarterly onsite or remote data backups for the sole purpose of keeping your important company data safe from all known methods of loss. An estimated 98% of all data loss is directly related to inadequate data backups. Keep ahead of data loss and company downtime by placing the responsibility in the hands of someone who can protect you. To sign up for this service, click the document above.
Out-sourced support for networks ranging from 10 to 100+ stations requires a monthly, bi-weekly or a weekly maintenance contract to provide the best level of support. Contract clients have priority over typical service calls. Contract level depends on level of service required and can always be altered if needed. Frequent visits allows SDL Systems to keep up to date with network activities, monitoring of potential problem areas and to generate complete documentation of all network related aspects. Documentation includes but not limited to: network topology map drawings, TCPIP charts, workstation inventory, username and password lists, software licensing, year 2000 compliancy and other areas as required by your specific network. These lists provide the means to solve network related problems in the least amount of time. The most cost effective method found to date is to simply email any network and/or problem requests to your account representative via internet email or in-house email with an SDL account and remote access. Most issues are handled over the phone or via remote access. The remaining requests are handled during your scheduled site visit. The pre-determined schedule allows for you to know when work requests will be handled and problems solved. No more waiting to see when someone will show up. Time is only billed for time used and extended departmental billing is available to assist in your company's departmental accounting. All of our medium to large networks are handled in this fashion and the satisfaction rate is 100%.
For typical service calls (call us when you need us) we attempt to schedule an arrival time as soon as possible (Typically 24 hours). Contract clients have priority as do severe network problems (crashed server, more than 1 workstation down, etc.) We know that if you were a contract client you would appreciate your priority as our priority. Since we spend so much attention to stability, this has rarely been the case. With new typical service clients, we prefer to perform a basic network assessment first to generate a network outline to better assist with performing repairs and/or additions to ensure they fall within your network's compatibility and system outline. Once the repairs and/or additions have been completed we inform you of the work performed, potential system problems and recommended upgrades. Payment is not required at time of service, you will receive an invoice at a later date. With existing typical service clients, we already have most network documentation, thus getting right to the task at hand is our primary goal. Billing is done for time on-site, no travel or prep charges for Houston based clients. In some cases where parking is not provided and the parking fees are high, you may see parking re-imbursement on your invoice. If your typical service calls become frequent, we will recommend a maintenance contract to better serve you and provide priority status. At this time there is no additional cost for becoming a contract client only additional service and support.
The complete package. Every service listed above including after hours telephone technical support, 24x7 email support, after hours on-site support, plus priority call status. Platinum members get everything including the kitchen sink with express delivery. Platinum Support Plan fist requires a complete Network Assessment and is based on a flat fee per protected system. Annual contract required. Platinum Support Plan is for technical support and labor associated with system downtime to get you up-n-running with a priority approach. This plan does not cover existing equipment against failure, damage or defects. This plan is a good way to get all the benefits listed in the other service plans AND PRIORITY STATUS while maintaining a balanced budget. No more wondering how much you will spend on systems maintenance in a given year.