Continuing Services Agreement For Software Only (CSAS)
STN contracts for Help Desk Support Services are available in several forms:
Hourly Support Agreement (HSA)
HSA provides Help Desk support services on an hourly basis as requested by the client.
All hardware, operating systems, system administration, filePro based applications and other software, and operator problems and questions are supported on a time and materials basis.
There is no minimum billing requirement and no monthly fee for these services. Billing is in tenths of hours with a .3 hour (18 minutes) minimum. Clients are invoiced monthly with payment due upon receipt of invoice.
Charges are at our then-current rates. Rates are billed in tenths of hours for a surprisingly low cost-per-incident charge.
Continuing Services Agreement For Software Only (CSAS)
CSAS is a higher priority program where the client contracts for a specific number of hours of support services per month. There is no limit to the number of incidents. Incidents are charged at the same .3 hour minimum.
All operating systems, system administration, filePro based applications and other software, and operator problems and questions are supported. Any hardware support service requests are provided on a time and materials basis.
The agreement is a fixed-price, annual contract .The price is based on the number of hours of service subscribed for, and is discounted from our then-current rate. Billings are scheduled for either annual, semi-annual or quarterly payments.
Continuing Services Agreement (CSA)
CSA is a complete computer system support program. As with the CSAS, the client contracts for a specific number of hours of support services per month. There is no limited to the number of incidents. Incidents are charged at the same .3 hour minimum.
All operating systems, system administration, filePro based applications and other software, and operator problems and questions are supported.
This contract also includes full, on-site hardware maintenance, including all parts and labor, with dial-up diagnostics. Standard next-business-day response time is provided. Same-day response and 4-hour response times are also available for a slightly higher fee. There is no limit to number of incidents, and never an extra charge for covered hardware maintenance.
The agreement is a fixed-price, annual contract. The price is also based on the specific hardware covered, and on the number of hours of service subscribed for, and is discounted from our then-current rate.. Billings are scheduled for either annual, semi-annual or quarterly payments. Where software service requests in any month exceed the contract hours, the excess is billed at the contract rate.
Additional Services
Your relationship with STN provides you with a one-stop contact point for all your computer needs. It covers all computer hardware, software and operator problems and allows you to concentrate your efforts on what you do best - your business!
Through these contracts, in addition to support, you can get prices and order upgrades to your hardware and software. You can obtain new software, or arrange to expand your present software. You can order training services for your staff.
Our standard Help Desk service is available Monday - Friday 8am - 6pm EST. Where clients require support before 8am or after 6pm or on weekends, the CSAS and CSA contracts can be expanded to provide this coverage.