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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 included only to the extent expressly provided in the applicable agreement or Service Order and is subject to any applicable SLA. BackupGuard enrollment alone does not include incident response. The incident-response rate applies to non-managed engagements and extended work beyond managed scope.
Related Terms
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