On-Demand Managed Service Support
On-Demand Managed Service Support is a short period support that we offer to customers without Managed Service Contract. We have two types of On-Demand Support with different commitment and pricing structures:
On-Demand Non Emergency Support
Definition: Non Critical Support including system configuration, hardware upgrades and network updates.
Response Time Guarantee: 24 hours upon ticket submittal.
Pricing:
Tier 1 Support
- $80 per hour.
- 15 Minutes increment charge during business hours.
- Hourly increment charge during non-business hours.
Tier 2 Support
- $100 per hour.
- 30 Minutes increment charge during business hours.
- Hourly increment charge during non-business hours.
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On-Demand Emergency Support
Definition: Critical support including system outage, network downtime, hardware error and Daemon/Service failure.
Response Time Guarantee: 60 Minutes upon ticket submittal.
Pricing:
Tier 1 Support
- $80 per hour
- Hourly increment during business and non-business hours.
Tier 2 Support
- $200 per hour.
- Hourly increment during business and non-business hours.
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Submitting Emergency Support Request should be done through our Omega customer portal at
https://omega.wowrack.com. Wowrack Emergency Support phone number is also listed on Omega customer portal.
