Saturday, September 4, 2010 (6:54 pm)     


THUMBTECHS:NEWS - Reliable, accessible and budgeted network managment services.

Introducing INCIDENT support levels!

August 3, 2009

For Immediate Release

THUMBTECHS CORPORATION, Fort Worth TX

Starting today THUMBTECHS will no longer offer a rate card that includes hourly rates. THUMBTECHS is completing it's move to a system based on resolving customer issues for a FLAT RATE.

For years THUMBTECHS customers have been able to take advantage of their service level plans called THUMBTECHS:PROTECT and THUMBTECHS:CORRECT, giving the small business an "unlimited" IT staff at their beck and call during the normal business day. However, there are customers that still simply want to pay "as they go" or as they need it.

Today, THUMBTECHS begins to offer a solution for the pay as you go customer while still putting a cap on the budget. THUMBTECHS:INCIDENT ..

An incident allows a customer to state an issue they are experiencing and for a flat rate having it resolved without the worry of being locked in any type of agreement, or the worry of how long it will take, ultimately changing the price.

THUMBTECHS has three different types of incidents of which stack as the problem is being resolved.

THUMBTECHS:INCIDENT-REMOTE (Tier 1) - this is where the issue starts, and if it can be resolved remotely, a customer is charged only the one time, for the one incident, a price of $69.

THUMBTECHS:INCIDENT-ONSITE (Tier 2) - if the issue can not be resolved remotely and requires an onsite person to be dispatched to the customer, the incident will be escalated to this level, for a price of $129, the customer will not be charged for the REMOTE incident since it was not resolved remotely.

THUMBTECHS:INCIDENT-MAJOR (Tier 3) - if the onsite technician determines the issue is considered a MAJOR issue, such as a machine or server reload, a migration, a corruption or crash, that can not be swiftly resolved, THUMBTECHS will then build a fixed/flat rate "project" cost to resolve the major incident and communicate that custom cost to the customer. The customer will not be charged for the REMOTE or ONSITE incidents since they were unable to resolve the issue.

Most issues will fall in the REMOTE or ONSITE incident categories, giving customers ease of mind to resolving most of their daily needs on a "pay as you go" model.

THUMBTECHS will offer discounts to customers who want to buy 5 or more incidents in "packs", bringing incident prices down to $49 for remote per incident, and $99 per onsite incident.

In addition, any customers that are currently on THUMBTECHS:CORRECT which allows a customer unlimited remote incidents, will now receive 5 onsite incidents per 12 months of continuous service with THUMBTECHS.

THUMBTECHS:PROTECT already gives customers unlimited remote and onsite incidents and is not really affected by this change aside of after-hours or weekend support depending on the level of their agreements.

An incident is limited to a single need or issue, if multiple issues exist due directly to a root issue, then all issues are considered one incident. If multiple issues exist due to multiple root causes, then each root cause will be defined as a different incident. The customer will be informed if a requested issue will result in multiple incidents and no action will be taken until approval of each individual incident is made.

If an incident can not be resolved without escalation, that incident will not be charged to the customer. An incident will never be escalated to another level without approval and understanding by the customer of the escalation and the cost difference.

After-Hours and Weekend incidents are subject to a surcharge. Same-Day or Emergency Incidents are subject to a surcharge. Standard Incident response time is a maximum of next day or with-in 15 business hours (Less than 2 business days).

Starting today, there will never be a TRIP charge associated with any services THUMBTECHS CORPORATION performs.

THUMBTECHS specializes in helping small businesses with their IT!


Post Date:
2009-08-03 15:23:18



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