Service & Support Agreements
DHK has Service Agreements to meet all of your IT needs. Our agreements include:
- Emergency Repairs – When a device or application is not operational or data needs to be recovered, we will be available to return it to full functionality.
- Telephone Support – Our telephone support service is available to cover any basic operational need, administrative or technical.
- Regular Weekly Maintenance – At least once per week, our staff will go in to each operating system and application to check the software revision level, perform updates, check logs for errors, and perform repair procedures when required. In addition, backup systems will be checked and tested for operational capability. Routers, Switches, Firewalls, and other critical infrastructure will have their software updated after hours. We will verify that a copy of the current configuration is saved offline.
- Monitoring, Alerting, and Trending – Every 60 seconds, 24 hours per day – 7 days per week, our network monitoring system collects on average 8 data points per device monitored. If anything is out of operational specifications for more than five minutes our staff is immediately alerted via email and text message. Our customers are welcome to receive the alerts and view the monitoring system if desired.
- On-site training – For any support contract of $5,000 per month or greater, we will include one on-site training session of up to six hours, once per month. For contracts of $10,000 or greater, two per month will be included.
Prices
DHK Monthly Support Service Rates
| Device | Monitoring Only | Monitoring + Maintenance
8 x 5* |
Monitoring + Maintenance
24 x 7** |
Private Cloud |
|---|---|---|---|---|
| Router, Switch, or Firewall: 1-2U | $10.00 | $25.00 | $31.25 | |
| Router, Switch, or Firewall: 3U+ | $15.00 | $50.00 | $62.50 | |
| Desktop Computer | $10.00 | $100.00 | $125.00 | |
| Rackmount Server:1-2U | $10.00 | $400.00 | $500.00 | $600.00 |
| Rackmount Server:3U+ | $15.00 | $500.00 | $625.00 | $800.00 |
| VDI – VM | $2.50 | $25.00 | $31.25 | $100.00 |
| Server OS – VM | $5.00 | $100.00 | $125.00 | $200.00 |
For all items listed in monthly rates, devices are customer owned except for DHK Private Cloud.
* 8×5 – All services are available from 9:00 – 5:00 Monday through Friday
** 24×7 – All services are available 24 hours per day, seven days per week
DHK Hourly Rates
| Type of Work | 7 a.m. – 7 p.m. Mon – Fri |
7 p.m. – 7 a.m. and all day on weekends |
|---|---|---|
| Desktop | $100.00 | $150.00 |
| Server | $125.00 | $187.50 |
| Router, Switch, or Firewall | $150.00 | $225.00 |
Customers with a monthly service contract receive the following discounts to hourly rates when these additional services are needed:
| When Monthly Service Contract is: | The Discount Rate is: |
|---|---|
| $1,000 – $2,499 | 5% |
| $2,500 – $4,999 | 7.5% |
| $5,000 – $9,999 | 10% |
| $10,000 + | 15% |
