Affordable Computers & Business Solutions
Synergy Network Concepts
Designed and hosted by Synergy Network Concepts, Inc. 2001
Fully Supported
This category refers to hardware purchased through or in consultation with Synergy. If hardware is not purchased through Synergy, Synergy will not be responsible for any warranties. Synergy does promise to handle all hardware issues within it means, with the aid of vendor/company with whom the hardware was purchased.
Minimally Supported
This category of hardware includes all hardware that is not covered in the fully supported category. Hardware other than computer, printer/server will fall within this category. Synergy will support older application and operating system. Any proprietary application installed or currently supported by vendor will be the sole responsibility of vendor. Synergy will insure all hardware is kept up-to-date with any upgrades and downloads that will be required to maintain the application/operating system.
Networked Only
Synergy will only be responsible for connectivity of hardware to the network. This support will consist of assistance in assuring that the network card is correctly configured for operating system to properly function. Synergy will also insure that all hardware is able to access the Internet if available.
Service Level Agreement
This Service Level Agreement (SLA) is base upon support from Monday – Friday (excluding holidays) from 8:00 am to 6:00 pm. Response time, once notified, the Client will receive a return call within fifteen (15) minutes on all service calls during regular business hours. Depending on the priority of the call, the site arrival times may vary.
Priority 1 Service Calls 2 hours on site arrival time No access by any user to main server or Internet.
Priority 2 Service Calls 4 hours on site arrival time Specific user(s) can not access server or Internet.
Priority 3 Service Calls Before end of next business day. Specific user(s) can not access non-critical application but is still able to access network.
Service Agreements