Service Level Agreement and Response Times
Busch Data will end support of on-premise servers on 3/31/2023.
Monday through Thursday, 7 am-5 pm Pacific
Friday 7 am-4 pm Pacific
CLOSED: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day
After-Hours, please email firstname.lastname@example.org.
For critical issues that compromise security or critical deadlines, etc. We will try our best to contact you, but full service from the team may not be possible.
How to Request Service
Clients should email email@example.com to report service, hardware, and software problems. You are always welcome to call the IT Service Center at (949) 227-2519 if you cannot email support.
SCOPE OF WORK
Windows Servers - hardware and software support
Company-owned Windows workstations and laptops - hardware troubleshooting and software support
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
Azure and Office 365 Administration
Password resets - there is a minimum charge to reset forgotten passwords
Additional employee onboarding - Must use a computer currently under contract
Computer upgrades - User migrations to new hardware are covered (annual limit - 15% of protected computers)
What's not covered?
Any device over five years old
Apple workstations and laptops (See details in the Approved Hardware section below)
Door entry systems
Home networks and devices
AV Equipment - Support may be provided at our standard time & materials rate
Any device not owned by the company
Support related to personal use of business equipment or systems
Response to security audits or questionnaires
Our engineers may provide pay-as-you-go service for systems or devices not covered by your support contract. Please send a request to firstname.lastname@example.org, 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.
A single customer is affected by a problem and cannot work.
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.
A single customer is affected by a problem but is still able to work, or there are problems with a service that is still functional.
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.
Requests, including routine or maintenance tasks.
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 normally provided within 7-14 days. All time spent on responses will be billed at our time and materials rate.
***New hire requirements***
Please send a completed onboarding form at least FOUR BUSINESS DAYS before the employee start date (add TWO BUSINESS DAYS shipping time for remote employees). Add 7-14 days to the lead time if new hardware is required.
Notice: A surcharge of double time will be applied for late or incomplete onboarding requests.
Support plans do not cover projects.
Busch Data should be informed of IT-related projects early in the planning phase.
Projects require a scope of work, and all work must be scheduled at least seven days in advance.
All work on projects without proper notification or involvement is considered consulting ($300-$500/hr).
Approved Hardware and Software
All hardware and software must be approved before support is provided. Please email email@example.com with make and model information before purchasing any workstations, laptops, tablets, and large printers. Approval is not mandatory, and technicians will try their best to support other products. All work on unapproved hardware and software will be billed on a time and materials basis. Sometimes, a liability waiver may be required before any work is performed.
Warning: Apple laptops and desktops are no longer supported. The ongoing compatibility issues and long delays in fixing security issues make these products unsuitable for most businesses. We are extending support for devices in service before 8/1/2022. New Apple laptops and desktops will NOT be supported.
Work From Home Support
Please make sure Internet usage in your household is not causing issues before contacting support. Remote work requires sufficient bandwidth, and remote work requires a hard-wired internet connection or interference-free WiFi. Busch Data support is limited to "best effort" when home networks are involved. Time and materials rates apply to all problems traced to home Internet issues.
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 lost or damaged.
24×7 Security Operations Center (SOC)
SOC coverage requires a Managed Security contract.
Consulting, Strategies, and Forecasting
Mr. Busch is available for a 30-minute one-on-one meeting or webinar every quarter for clients with a hundred or more computers under contract.
We Integrate With Your Company Culture
Company culture is paramount for a company to thrive. We do not use the term "outsource" at Busch Data. Our staff will immerse themselves into your culture and be a part of your team.