A Guaranteed Emergency Response contract ensures that, if you have a technical emergency during the defined period of coverage, a qualified CRITech Network Engineer will respond within 2 working hours by telephone, and within 4 working hours on-site. And it's guaranteed!

A CRITech engineer will be "on call" to your organization 24 hours per day and 7 days per week to provide emergency technical support for:

• Network & Workstation Operating Systems
• Problem Troubleshooting
• Computer System, Network Hardware & Peripherals

Response is guaranteed within 2 business hours by telephone and 4 business hours onsite from time of notification. This contract is available for monthly fee of $400 for a site network and one file server, $200 is added for each additional site and $100 is added for each additional file server. Each incident is billed at prevailing rates plus travel. Any work performed after regular business hours (before 9am and after 5pm) and/or on weekend days will be billed at off-hours rates.

24/7 Guaranteed Emergency Response

Service Sheet

Frequently Asked Questions

1. Who decides if a given situation is an "emergency"?
   
   Any call where the client identifies the incident as an emergency results in an immediate notification to the CRITech engineer Client Contact. Please note all calls that are identified as an emergency will result in a minimum 15-minute charge upon call back from a CRITech engineer.
2. Do I get an assigned contact? Is there an assigned backup?
   
   Each client with a support contract is assigned a permanent CRITech engineer Client Contact who becomes familiar with the client's system. The Director of Support Services assigns any necessary backup Engineers on a case-by-case basis to ensure that the terms of the contract are met.
3. Should we designate a contact person?
   
   Yes. In order to efficiently service your account, we require there be an internal contact person who has the authority to make decisions on behalf of the entire organization.
4. What is the typical turnaround on an emergency call?
   
   Our 2- and 4-hour response times are maximums. We are usually able to respond more quickly.
5. Are software installation and consulting services available through this contract?
   
   No. We feel these services cannot be adequately performed on an emergency basis. We have made these services available through the Scheduled Support Services contract or on a customized project basis. CRITech Network Consultants recommends consulting and planning services before undertaking any significant changes to your computer information resources.