Maintenance

1)      Maintenance would include hardware repairs (not parts if needed), and the time spent replacing, diagnosing, or repairing hardware that is covered under the contract. This would include any physical node included. Ex. Firewalls, routers, computers, servers, etc. These parts must already be installed at the time of the signing of the contract.

a.      This would not include any “new” parts that are being installed, as that would be configuration

b.      This does not include any cost associated with replacement of parts including new part purchase, installation etc. Just the time and labor used to get replacements, etc.

2)      Software patches, upgrades, reinstallations due to problems, and other software related updates would be included as maintenance. These software packages, similar to the above hardware requirements, must be already installed at the time of the contract signing.

a.      Installation of new versions of the software would be covered with one exception. If the client is going to continue running the old versions simultaneously, then it would be considered a new configuration. Ex.  Client using QuickBooks 2007, and wanting QuickBooks 2008 installed to use simultaneously.

3)      Server patches, upgrades, and modifications are included.

a.      This would include adding user accounts, printer connections, mail accounts, etc. Anything that , again, is installed at the time of the signing

b.      Hardware replacement would follow the hardware guidelines above.

 Configuration

1)      If new hardware is to be set up, it would be considered configuration. This could include any new piece of hardware that is not considered a node already on the contract.

a.      New computer or other hardware device (printer, router, firewall) installation and setup is considered configuration

                                                                          i.      Once the computer, or hardware component is set up, the client has the option to add this to their contract at the agreed to cost per node. If the client does not want it added, any work done with this device will be billed at the agreed to hourly rate determined by the contract.

b.      New server setup and installation

                                                                          i.      Once the server is set up the client has the option to add this to their contract at the agreed to cost per node. If the client does not want it added, any work done with this device will be billed at the agreed to hourly rate determined by the contract.

c.       Any new software packages that need to be setup. This would include server installation, and client installation as well. Also, and hours needed to configure these applications properly would be considered configuration.  Ex. Sharepoint setup, as well as page configuration

                                                                          i.      Any new software installations would be covered in the maintenance contract after the installation.

1.      There are a few exceptions to software that might be included in the contract. Some software packages, if deemed to be very high maintenance and intensive, could incur additional costs on the contract.