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Our Prices

Case-Based Support

rackAID provides on-demand, case-based support. We provide four support levels based on priority and level of service. Unless specifically requested, all requests are treated as standard support.

	Standard	Advanced	Custom
Hours of Operation	M-F 9AM-5PM	M-F 9AM-5PM	M-F 9AM-5PM
Response Time	2 Business Days	As Scheduled	As Scheduled
Support Methods
Hourly Rate	$75.00	$112.50	Inquire
Minimum Commitment	1 Hour	2 Hours	Varies
Availability			Inquire

^*Please open a ticket. Depending on staff availability and scheduling, we may have priority and advanced support available. Only clients with a monthly management subscription have guaranteed access to priority services.

Support Level
rackAID will inform you in advance of the level at which services will be rendered. Routine system administration, updates, installation and control panel services are typically performed at the Standard rate. Diagnostics, security, performance and similar services are typically handled at the advanced rate. Custom rates are determined upon the length of the project and skill set required. Custom products may require minimum management commitments.

Hourly Rates
We bill in quarter hour increments for standard support methods as well as for chat and phone support. We provide estimates for all work and accept all major credit cards. Some services may require a deposit equal to 4 hours of work.

We do not accept Paypal, wire transfers, money orders or checks for any case-based support services.

For new clients, we require that a credit card be placed on file for any services. Once services have been invoiced, if the invoice has not been paid within fifteen (15) days, we will automatically charge the card we have on file.

Minimum Commitment
Minimum charges of 1 or 2 hours, depending on service level, apply to all case-based support services. Service fees will be the greater of the minimum charge or the actual time worked.

Availability
To maintain high service standards, we do not accept work that cannot be completed in the promised time frames. Due to staffing, work loads or other reasons case based support requests may be declined. rackAID provides guaranteed services only to those clients with management subscriptions. We apologize if this causes an inconvenience. For uninterrupted access to emergency support, see our management subscriptions.

Right to Change Level
rackAID reserves the right to change the level of your support ticket to a higher level. We will request confirmation to continue services under the new level. For some types of work, initial services may begin as a standard case-based support ticket but then be transferred to advanced support. Services involving performance diagnostics and security investigations often fall into under this provision. We will make every effort to provide you with accurate cost information at all times.

Management Subscriptions

rackAID provides subscription-based management services. We have a range of services to meet your needs. From our server checkup package to our customized management service, we offer cost-effective server management in a convenient subscription format.

Support Package

rackAID provides a number of fixed-priced support options for well-defined services. These services are ideal for new server owners who wish to hit the ground running. Full details of what each service includes can be found in our Support Services section. Setup prices range from $180 to $360.00. Pricing is subject to change.