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HAIS Desktop Support & Service Level Agreements
HAIS provides support under two types of contracts: Annual Desktop Support and Hourly.
Annual Desktop Support (recommended)
HAIS Desktop support will agree to provide full support for a defined list of hardware and software, and will provide "best-effort" support for hardware and software not on HAIS list under an Hourly Contract Basis.
The service we provide at no additional charge is defined in the Service Level Agreement.
Unusual work arrangements are supported through the hourly contract. For example, HAIS will support your laptop, but work related to configuring the laptop for use not listed in the Standard Desktop Agreement may require non standard hourly contract support.
| Request | Resolution Time |
| Standard PC installation | One week |
| Standard software installation | One week |
| Individual PC move | One week |
| Individual phone move | One week |
| Logon ID request | 48 hours |
Hourly Contracts
HAIS does not recommend the purchase or installation of non standard hardware or software. However, HAIS is able to provide customers with support for non standard configuration on an Hourly Contract basis. Hourly Contracts are for projects which are expected to be closed-ended and require a two-hour minimum billing.
All hourly work is done on a purchased-hours basis. That is, you are hiring one or more HAIS staff members for a period of time. HAIS are working on an hourly basis, not a "deliverables" basis. As such, there is no warranty for work performed, though we will strive to meet all your needs. In any case where the project appears likely to overrun the original estimate by 10% or more, we will contact you before continuing work.
Our rates for hourly contracts are set based on the type of work, but typically are $75.00 an hour. For fiscal 2007-2008, general hourly work (Mac and PC) costs $75/hour. A rates are subject to change based on deliverables and other factors.
Updater: Tom Dalebout. Last reviewed: Feb 1, 2011