SUPPORT OPTIONS:

At Protocol, we have several customized options available for service and support after the installation is finished. The following is a brief summary of each type of service contract we offer:

This is our highest level of service offered to a limited number of customers (maximum six per Protocol employee). Coverage is seven days per week, 24 hours per day, with direct access to any Protocol employee via cellular. Any LAN/WAN failure or problem is covered under this contract, with guaranteed response and resolution times.

Same as Level 1, except only Monday-Friday, 9:00am - 5:00pm is covered under this contract. Support calls outside these hours will be considered billable at our normal hourly rate. Guaranteed response and resolution times are increased.

Same as Level 2, except the guaranteed response and resolution times are increased again.

Coverage is strictly via cellular, telephone, or e-mail. Any required on-site calls will be considered billable at our normal hourly rates. There are no guaranteed resolution times. This particular service contract is ideal for companies with existing IT staff, who simply need some technical support assistance from time to time.

To request a more detailed contract for your particular network requirements, click here.

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