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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	Priority*	Emergency*	Advanced
Hours of Operation	M-F 9AM-5PM	M-F 8AM-7PM	24/7/365	M-F 9AM-5PM
Response Time	2 Business Days	8 Hours Guaranteed	4 Hours Guaranteed	As Scheduled
Support Methods
Hourly Rate	$75.00	$112.50	$150.00	$112.50
Minimum Commitment	1 Hour	1 Hour	2 Hours	2 Hours
Availability		Inquire	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.

Hours of Operation
rackAID is closed on major US holidays. Requests received after business hours are treated as being received the next business day. All times are Eastern Standard Time. Emergency support is available 24/7/365 to qualified clients and those with management subscriptions.

Response Time
Priority and Emergency support provide guaranteed response times. The response time is measured from the time the order is confirmed until our technicians first address the issue. Advanced support is as scheduled. Our Advanced staff are in high demand, so for future projects, please try to contact us two weeks in advance to assure availability.

Support Methods
Support is done primarily through email or our online service center. Chat and phone support are available for priority, emergency and advanced support levels. For standard support, we evaluate the need for chat or phone support on a per-case basis.

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.

Emergency work must be pre-paid in full. There are no refunds or cancellations of an emergency case once it has been opened. If you open and pay for an emergency case, the minimum fee will apply regardless of our activities.

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, priority and emergency support may not be available. 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.