Operational & Billing Policies

Support Hours

We are dedicated to serving you Monday through Thursday between 7 a.m. and 5 p.m. Pacific Time and Fridays from 7 a.m. until 4 p.m. Pacific Time. Please be aware that non-critical tickets opened after 3 pm Pacific will typically be answered the following business day.

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Holiday Hours

Busch Data is CLOSED on the observed dates: New Year's Day, Memorial Day, Independence Day,

Labor Day, Thanksgiving Day, and Christmas Day. Note: These are Busch Data holidays. 

NOTE: We staff according to our clients' hours, so support will not be available if your company observes other holidays.

 

After-Hours Support

We also offer after-hours support because unforeseen emergencies and critical issues can arise outside standard business hours. This service is reserved for urgent requests impacting business continuity and security events. 

 

How to Request Service

We respectfully request all clients to direct their assistance queries to support@buschdata.com. Should email communication be inaccessible, you may contact our IT Service Center via telephone at (928) 361-6060. 

 

Our technicians are assigned via our ticketing system, the official channel for all support communications. To ensure a clear and efficient workflow, all interactions must occur through this system. Direct contact with technicians outside this system is not allowed unless they initiate it.

 

Tickets must be opened by the individual experiencing the issue unless they cannot use any device. This ensures that tickets and questions come directly from the user and not through an assistant, maintaining accuracy in reporting and resolution.

 

Support Services

 

What's covered?

Windows Server support and maintenance (Azure only after 12/31/23)

Company-owned Windows workstations and laptops - hardware troubleshooting, software support, and maintenance

Company-owned mobile devices and tablets - (setup and troubleshooting) compatibility issues are NOT covered.

Company-owned Networking equipment and firewalls (Network support plan required)

Company-owned Printers and scanners - software and drivers ONLY

Azure and Office 365 administration

Password resets - minimum charges apply to reset forgotten passwords

Employee onboarding - Must use a computer currently under contract. Two-month ramp for new employees.

Computer upgrades - User migrations to new hardware are covered (annual limit - 10% of protected computers)

 

What's not covered?

 

Work on any device over five years old.

Apple workstations and laptops 

Door entry systems

Camera Systems

Alarm systems

Printer Hardware

Home networks and devices. Including monitors, printers, and any device not provided by the company.

AV Equipment - We do not work on AV systems

Any device not owned by the company

Support related to personal use of business equipment or systems

Fixing problems caused by users ignoring restart warnings or reckless behavior. 

Relocation and new location projects

Response to security audits or questionnaires

Planned and unplanned power outage preparation and recovery.

Security investigation and remediation when negligent or reckless acts are involved. 

Monitoring or investigation for management, human resources, legal, etc.

Security response to foreign login activity if support was not notified before travel.

Training that other departments should have fulfilled or expected in the 2024 workforce.

Audits, non-IT conference calls, projects, project collaboration, and communications with third -parties 

 

Out-of-Scope Work

Our engineers may provide pay-as-you-go service for systems or devices not covered by your support contract. Please send a request to support@buschdata.com, and a service manager will contact you.

 

Prioritization Guidelines and Response Time-frame

Busch Data prioritizes service requests using the following general guidelines but tries to respond to all requests as quickly as possible.

 

High Priority

A user is affected by a problem and cannot work.

Response Time-frame:

Problem acknowledged: within 30 minutes.

Problem resolved: within 1 hour, provided the customer provides the necessary information and barring circumstances outside Busch Data's control.

Responses for non-emergency support requests received after 3 pm Pacific time may be delayed.

 

Medium Priority

A user is affected by a problem but can still work, or there are problems with a service that is still functional.

Response Time-frame:

Problem acknowledged: within 2 hours.

Problem resolved: within 4 hours, provided the customer provides the necessary information and barring circumstances outside Busch Data's control.

Responses for non-emergency support requests received after 3 pm Pacific time may be delayed until the next business day.

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Low Priority

General questions, feature changes, software installation, routine or maintenance tasks. 

Response Time-frame:

Request acknowledged: within 4 hours.

Request resolved: within two days, provided the customer provides the necessary information and barring circumstances outside Busch Data's control.

Response to security audits or questionnaires. Responses are usually provided within 10-20 business days. All time spent on responses will be billed at our time and materials rate.

 

New Hire Requirements

Deadline to submit new hire onboarding requests:

Local: 4 business days

Remote: 6 business days to allow for shipping or local coordination

Add 7-10 days if a new computer is required. 

Note: Onboarding is a labor-intensive process, and we require advanced notice so that this work can be done efficiently. Due to overtime and rescheduling, requests received after the deadline are NOT covered under support contracts, and a surcharge will be applied.  

 

Terminations

We understand the sensitivity of employee terminations. For smooth transitions, HR or management should open a ticket or contact Mr. Busch in advance. This allows our team to quickly secure accounts. Offboarding should start at least 60 minutes before Busch Data's closing time. After-hours offboarding incurs a minimum one-hour charge at overtime rates.

 

Immediate Reporting of Technical Difficulties and Support Needs

Promptly communicate any technical difficulties or support needs as soon as they emerge. Swift reporting aids in resolving problems, circumventing the possibility of escalated issues, the need for emergency support, or overtime. Delayed notifications may be subject to an extra surcharge for the increased resource allocation.

 

Unprofessional Behaviour

Busch Data recognizes the challenges of the contemporary work environment and is committed to safeguarding the well-being of our employees by preventing exposure to unprofessional conduct. To enforce this, we have a strike system where a client's employee receiving two strikes within a year will be ineligible for regular support. Instead, they will be assigned a manager or company principal for support, charged at $250 per hour. This personalized intervention aims to rectify problematic behavior, foster growth, and maintain a professional and respectful workplace for all.

 

Staff Qualification and Consulting Rate Policy

As part of our professional agreement, we operate under the assumption that our clients will utilize qualified internal employees to perform their jobs or manage projects. This practice ensures a seamless collaboration and maximizes the efficiency of resources. However, should it become necessary for Busch Data to provide education or guidance to unqualified staff, we wish to clarify that such services fall under the purview of consulting. Consequently, we must bill for this time at our consulting rates rather than the standard time and materials rate. We appreciate your understanding and cooperation regarding this policy.

 

Gatekeeper Services

Before engaging our services, we assume all tasks requested to be duly authorized within the client's chain of command. However, when we must obtain approval for a task not initially authorized, the time spent will be billed accordingly. This includes communication, negotiation, and all related activities to secure such approvals.

 

Shadow IT

Clients may operate their businesses as they choose, but all IT-related service changes or additions must be reported to us before activation. Engaging in Shadow IT risks security breaches and damages our reputation. If a client or their employees are found to be using undisclosed services or systems on three verified occasions, the account will be terminated. This policy safeguards against potential security and liability threats, preserving the integrity of your technology infrastructure. Please be aware that work originating from 'Shadow IT' is not included in our support contracts.

 

Catch-Up Fee

Inquiries that require our team to acquaint themselves with background information or catch up on developments in an ongoing situation will incur a "Catch-Up Fee." This fee compensates for the additional time and resources required to ensure our participation is informed and valuable. Clients must provide comprehensive details upfront to minimize or avoid this fee, ensuring a more efficient and cost-effective consultation process.

 

Company Policies (Client)

At Busch Data, we are committed to implementing and adhering to your company policies. We understand that there may be instances where our clients or their employees request actions or services that deviate from these policies. Please be aware that any communication, tasks, or work outside our standard policies will be considered additional services and billed as "Out of Scope." Should cleints choose to violate their own policy a waiver will be required.

 

Chief Technology Officer (CTO)

At Busch Data, our commitment to serving as your Chief Technology Officer (CTO) includes a pivotal focus on security as a cornerstone of our partnership model. This approach necessitates treating us as integral to your executive decision-making landscape. For us to effectively safeguard your operations and deliver the comprehensive benefits our services are engineered to offer, all IT-related decisions within your organization must be made in strict coordination with us. Unilateral technology decisions by departments or individuals undermine our capacity to provide strategic direction, optimize IT investments, and significantly compromise your business's security posture. Bypassing our coordinated approach strips away the essential safeguards we implement, exposing your operations to vulnerabilities and negating the security advantages our partnership is designed to establish. Thus, integrating our role as your CTO into your organizational decision-making processes is indispensable for robust security and strategic technological alignment.

 

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PROJECT POLICIES

 

Project Scope vs. Support Plans

Support plans are designed for ongoing, routine IT support, not specific, one-off projects. Project-based work requires a distinct scope and is subject to separate invoicing.

 

Early Notification

We kindly request that Busch Data be informed of any forthcoming IT-related projects during your earliest planning phase to ensure optimal results. This allows our team adequate time to understand the project requirements and assign appropriate resources thoroughly. Please be aware that any requests for guidance or support initiated after a technology project's commencement will be considered consultation services and subject to our standard consulting rates.

 

Project Scheduling

All work must be scheduled 30 days in advance. This will allow our team to dedicate time and effort to deliver top-quality work.

 

Audits

Responding to cybersecurity audits is a time-consuming process that diverts our attention from the very work being audited. While we strive to address audit requests promptly, completion times can range from 7 to 30 days, depending on the complexity of the audit and the availability of our resources. Time and materials charges will apply. Please direct all non-technical questions to the appropriate departments. Rest assured, we are committed to delivering thorough and accurate responses within this timeframe.

 

​Unscheduled Work (Parachute Projects)

Any unscheduled or parachute projects i.e. that we weren't informed of early in the planning phase will fall under the consulting services. These will be billed separately at our consulting rate of $300-$500 per hour.

 

Approved Hardware and Software

To ensure optimal system performance and security, all hardware and software procurements must be approved by Busch Data. For all prospective acquisitions of workstations, laptops, tablets, and large printers, you must send the make and model information to support@buschdata.com for review and approval before purchasing.

 

Our standard system configurations are meticulously designed to safeguard our clients' infrastructure and ensure a uniform experience for both the client and Busch Data. While clients can deviate from our recommended tech stack or configurations, it's important to note that any labor required for the implementation or any challenges arising from such deviation will be billed on a time and material rate basis. Furthermore, any authorized change to our standard configurations absolves Busch Data of all related liabilities.

 

Apple Laptops and Workstations

We use Apple computers in our personal lives, but they are not for the non-creative workplace. Due to persistent compatibility issues and delayed security updates, Apple laptops and desktops are no longer supported. Support was extended for Apple devices already in service before 8/1/2022. All support for Apple desktops and laptops ended on 12/31/2023. For those opting to continue using macOS, we will do our best to assist at our time and materials rate; however, all work is provided as-is, and by choosing to use an unsupported system, you accept the associated risks.

 

​Work From Home Support

​We firmly state that support will solely be provided for equipment issued directly by the employer. Technical assistance is not available for any other hardware.

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Work from Home Internet: Before seeking support, employees must ascertain that their home internet usage, outages, or home network equipment is not the root cause of any issues they encounter. Remote work requires ample bandwidth, a stable hard-wired internet connection, or a robust WiFi signal without interference. When dealing with issues related to home networks, Busch Data will exercise a "best effort" policy. Busch Data WILL NOT work on any home network equipment beyond helping with restarting your router.

 

​Should any issues be traced back to home equipment or internet-related problems, time and materials rates will be applied without exception. It is, therefore, your responsibility to maintain a working, efficient home network to prevent any avoidable service charges or interruptions in your work.

 

​Firewalls and Backup Appliances

 

All firewalls and Axcient backup appliances are the property of Busch Data. Busch Data hardware is NOT for sale and must be returned when services are terminated. Clients are responsible for the total replacement value if they lose or damage it.

 

24×7 Security Operations Center (SOC)

WARNING: Please be advised that the Security Operations Center (SOC) coverage provision is explicitly contingent upon a current Managed Security contract through Busch Data Security Inc. No exceptions will be made to this rule under any circumstances. SOC coverage will be unequivocally unavailable if your organization does not have an actively Managed Security contract. 

 

Account Closure Policy for Clients Selling Their Business

Busch Data has implemented a policy whereby the accounts of clients selling their businesses will be closed upon the completion of the sale and the close of escrow. While not punitive, this measure is taken to mitigate risks and maintain the quality of our services, drawing from our history of challenges during the value extraction phase post-sale. Clients must inform us of their business sale plans, ensuring a smooth and transparent transition process. This policy is essential for upholding the integrity of our service offerings and aligning with our commitment to delivering consistent, high-quality support to all clients.

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