Software Service Rates

SOFTWARE SERVICES

AS OF JUNE 1, 2016

Advantage Computers/Jayhawk Software provides support to our customers via phone, fax and/or email, Monday through Friday 8:00 a.m. to 5:00 p.m. (Central Time), excluding holidays. When you call our office, you will reach a live person, to whom you can explain the issue or concern you are having. Every call, email or support related question is documented in a service ticket, and then assigned to the next available support technician. Customers with a current support or maintenance agreement are given Priority Support Scheduling at a reduced rate, during the term of the agreement, over customers without a contract.  Those with Premium support contracts are given priority over those with Standard or Basic support contracts and call back turnaround expectations are outlined in each respective contract.  While we take pride in providing timely support services, and our goal is that all calls/emails are returned within the time frame outlined in your support contract; in times of high call volume, it may not always be possible.  Customer should inform operator/dispatcher of urgency of the situation and customer’s availability, so that calls are addressed accordingly. Customers who notify and schedule appointments in advance for specific training or technical services are given priority unless emergencies arise from other contract customers.

REGULAR RATES (No Contract)
     Remote Software Support (Standard) $100 /hour (½ hour Minimum + 15 minute increments thereafter)
     Remote Software Support (Expert/Accounting) $125 /hour (½ hour Minimum + 15 minute increments thereafter)
     Software Re-Installation $175 /hour (1 hour Minimum)   + $75 /hour  in 15 minute increments thereafter
     Emergency Support/Re-Install** $250 flat fee  
     Custom Programming $225 /hour  
     Remote Training (Standard) $500 /day ($300 /½ day or $125 /hour)
     Remote Training (Expert/Accounting) $650 /day  
     On-Site Training (Standard) $1000 /day ($600 /½ day)
     On-Site Training (Expert/Accounting) $1500 /day  
     Travel – Software $100 /hour + $20 /hour for Additional Person
     Over Night Per Diem (Hotel, Meals, etc.) $185/day  
     All rates are subject to change without notice.

 

ANNUAL SOFTWARE SUPPORT CONTRACT
The amount paid for contract includes all current version updates released and a set number of hours (if applicable) to be used for future software support services as outlined in each respective contract.  Support beyond the total hours stated in the contract will be charged at discounted rates, as long as contract term is still in effect.  Software support hours cannot be used for technical hardware services (networking, printer setup, PC repair, etc.) and unused hours will not carry over beyond the expiration date of the contract. Rates are subject to change. All accounting related support, programmer support, and/or other expert or specialized support will be deducted off available contract support hours at double-time rate versus true time deducted for general support.
     Remote Discounted Software Support $50 /hour (15 minute increments)

TECHNICAL SERVICES

Advantage Computers/Jayhawk Software provides support to our customers via phone, fax and/or email, Monday through Friday 8:00 a.m. to 5:00 p.m. (Central Time), excluding holidays. When you call our office, you will reach a live person, to whom you can explain the issue or concern you are having. Every call, email or support related question is documented in a service ticket, and then assigned to the next available support technician.

REGULAR RATES (No Contract)
     Minimum Labor Charge $70  
     Minimum Remote/Phone Support $35  
     PC Labor $75 /hour  
     Network/Main System Labor $105 /hour  
     Travel - Tech $45 /hour + $25 /hour for Additional Tech
All rates are subject to change without notice.

 

PREPAID LABOR CONTRACT
Clients with prepaid contracts are given Priority Support Scheduling over non-contract customers. The amount paid for a prepaid contract ($5000 minimum) is applied as a credit on your account to be used for future labor services. Additionally, rates are subject to change upon notification and the credit does not expire unless your account is completely inactive for two full years.
     Minimum Remote/Phone Support $35  
     PC Labor $60 /hour (½ hour Minimum)
     Network/Main System Labor $90 /hour (½ hour Minimum)
     Travel – Tech $45 /hour + $25 /hour for Additional Tech

 

ANNUAL RETAINER CONTRACT
Clients with annual retainer contracts are given Priority Support Scheduling over non-contract customers. The retainer amount ($1200) is not a prepayment for service, but rather a fee paid to acquire the lowest possible flat rate for all services along with priority scheduling. Additionally, all rates are locked in for the year of the contract.
     Minimum Remote/Phone Support $35  
     PC/Network/Main System Labor $75 /hour (½ hour Minimum)
     Travel - Tech $45 /hour + $25 /hour for Additional Tech

 

AFTER HOUR RATES (Hardware & Software)
After Hours, Weekend and Holiday support hour rates apply if support is provided outside of the hours designated above and are not deducted from the annual support agreement, but are billable at the following rates:
     Weekdays (5:00 PM to 8:00 AM M-Th) $150 /hour (1  hour Minimum + ½ hour increments thereafter)
     Weekends (5:00 PM Fri to 8:00 AM Mon) $175 /hour (1  hour Minimum + ½ hour increments thereafter)
     Holidays (8:00 AM to 8:00 AM) $200 /hour (1  hour Minimum + ½ hour increments thereafter)