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Service Level Agreement Types

Service Level Agreement Types

Time & Materials Service Level Agreement:

  1. Time & Material Service Level Agreements are “Pay as You Go” Technical Support Services.
  2. Time & Materials Service Level Agreements are comprised of the following Technical Support Levels:
    1. Training/Research Support
    2. Level I Technical Support
    3. Level II Technical Support
    4. Level III Technical Support
    5. Emergency Technical Support
  3. Time & Material Service Level Agreement Hours of Operation are as follows:
    1. Monday thru Friday 08:00 A.M. to 05:00 P.M. (MST) (Holidays Excluded)
    2. Time & Material Service Level Agreement rates do not include After Hours Technical Support Services.
    3. Time & Material Service Level Agreement rates do not include Weekend Technical Support Services.
    4. If After Hours Technical Support Services or Weekend Technical Support Services are requested by the “CLIENT”, all labor will be billed at Level III Technical Support.

Block Hour Service Level Agreement:

  1. Block Hour Service Level Agreements are comprised of general Technical Support Services and preventative maintenance.
  2. Block Hour Service Level Agreements are comprised of the following Technical Support Levels:
    1. Training/Research Support
    2. Level I Technical Support
    3. Level II Technical Support
    4. Level III Technical Support
    5. Emergency Technical Support
  3. Block Hour Service Level Agreement Hours of Operation are as follows:
    1. Monday thru Friday 08:00 A.M. to 05:00 P.M. (MST) (Holidays Excluded)
    2. Block Hour Service Level Agreement rates do not include After Hours Technical Support Services.
    3. Block Hour Service Level Agreement rates do not include Weekend Technical Support Services.
    4. If After Hours Technical Support or Weekend Technical Support is requested by the “CLIENT,” the labor will NOT be billed against their Block Hour Service Level Agreement hours.
    5. If After Hours Technical Support or Weekend Technical Support is requested by the “CLIENT,” all labor will be billed at Level III Technical Support.
  4. Block Hour Service Level Agreement hours are sold as follows:
    1. (1) Block Hour is equal to $80.00 (minimum of (5) Hours required) (sold in (5) hour blocks)
  5. Block Hour Service Level Agreement time factors are as follows:
    1. Training/Research Support = 1 Block Hour
    2. Level I Technical Support = 1 Block Hour
    3. Level II Technical Support = 1.1875 Block Hours
    4. Level III Technical Support = 1.375 Block Hours
    5. Emergency Technical Support = 1.875 Block Hours
    6. Flat-Rate Trip Fee = 0.125 Block Hours
  6. Block Hour Service Level Agreements are sold in the following dollar amounts:
    1. 1 to 5 Workstations ($400.00 per month = 5 Block Hours per month)
    2. 1 to 15 Workstations ($800.00 per month = 10 Block Hours per month)
    3. 1 to 20 Workstations ($1200.00 per month = 15 Block Hours per month)
    4. More than 20 Workstation ($1600.00 per month = 20 Block Hours per month)
    5. Custom Block Hour Service Level Agreements over $1600 per month are available.
  7. Block Hour Service Level Agreement overages are billed at Time & Material Service Level Agreement rates.