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Hourly ServiceHourly ServicesSD-PR-006
Ad-Hoc Technical Support
On-demand help for issues outside of a managed services agreement.
Overview
On-demand technical support for issues outside of a managed services agreement, including emergency repair, backup assistance, security incident support, or guidance on a specific technology or compliance-related question. Billed at standard hourly or project rates.
Limitations & scope notes
- Billed in 15-minute increments with a one-hour minimum per engagement.
- After-hours rates apply outside Monday–Friday, 9:00 AM–5:30 PM Pacific, and on weekends and holidays.
- Travel time may apply for on-site work outside the standard service area.
- For managed customers, initial incident response is handled within the SLA of the selected tier; the incident-response rate applies to non-managed engagements and extended work beyond managed scope.
Related terms
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