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Operational & Billing Policies

Support Hours

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

Holiday Hours

Busch Data is CLOSED on the following observed dates: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. These are Busch Data holidays. We staff according to our clients' hours; thus, support will not be available if your company observes other holidays.

After-Hours Support

We offer after-hours support for urgent requests impacting business continuity and security events.

How to Request Service

Direct all support queries to support@buschdata.com. If email is inaccessible, contact our IT Service Center at (928) 361-6060. All communications must go through our ticketing system to ensure a clear and efficient workflow. Direct contact with technicians is not permitted unless initiated by them.

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

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

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

What's Not Covered?
  • Devices over five years old

  • Apple workstations and laptops

  • Door entry, camera, and alarm systems

  • Printer hardware

  • Home networks and devices not provided by the company

  • AV equipment

  • Personal use of business equipment or systems

  • Issues from ignoring restart warnings or reckless behavior

  • Relocation and new location projects

  • Responses to security audits or questionnaires

  • Planned/unplanned power outage preparation and recovery

  • Security investigation/remediation for negligent/reckless acts

  • Monitoring/investigation for management, HR, or legal purposes

  • Security response to foreign login activity without prior notification

  • Training that other departments should have provided

  • Communications with an employee who frequently interrupts with unnecessary or trivial questions 

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

Out-of-Scope Work

Engineers may provide pay-as-you-go services for systems/devices not covered by your support contract. Request service at support@buschdata.com.

Prioritization Guidelines and Response Time-frame

High Priority

  • User cannot work.

  • Response: within 30 minutes.

  • Resolution: within 1 hour, provided necessary information is given and barring circumstances outside Busch Data's control.

  • Non-emergency support requests after 3 p.m. Pacific may be delayed.

Medium Priority

  • User can still work but experiences issues.

  • Response: within 2 hours.

  • Resolution: within 4 hours, provided necessary information is given and barring circumstances outside Busch Data's control.

  • Non-emergency support requests after 3 p.m. Pacific may be delayed until the next business day.

Low Priority

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

  • Response: within 4 hours.

  • Resolution: within two days, provided necessary information is given and barring circumstances outside Busch Data's control.

  • Responses to security audits/questionnaires: within 10-20 business days. Billed at our time and materials rate.

New Hire Requirements

  • Local onboarding: 4 business days.

  • Remote onboarding: 6 business days (additional 7-10 days if a new computer is required).

  • Requests after the deadline are not covered under support contracts and incur a surcharge.

Terminations

For smooth transitions, HR or management should open a ticket or contact Mr. Busch in advance. 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

Promptly communicate technical difficulties or support needs to avoid escalated issues, emergency support, or overtime. Delayed notifications may incur a surcharge.

Unprofessional Behavior

To safeguard employee well-being, a strike system is in place. Two strikes within a year result in support being provided by a manager or company principal at $250 per hour.

Staff Qualification and Consulting Rate Policy

Clients are expected to utilize qualified internal employees. If Busch Data provides education/guidance to unqualified staff, it will be billed at consulting rates.

Gatekeeper Services

Time spent obtaining approval for unauthorized tasks will be billed accordingly.

Shadow IT

Unreported IT service changes/additions will result in account termination after three verified occasions. Work from 'Shadow IT' is not included in support contracts.

Catch-Up Fee

Inquiries requiring background information or catching up on developments will incur a "Catch-Up Fee." Clients must provide comprehensive details upfront.

Company Policies (Client)

Actions or services outside standard policies will be billed as "Out of Scope."

Chief Technology Officer (CTO)

All IT-related decisions must be made in coordination with Busch Data. Unilateral decisions compromise security and negate the benefits of our services.

Project Policies

Project Scope vs. Support Plans

  • Support plans are for ongoing support, not one-off projects. Projects require a distinct scope and separate invoicing.

Early Notification

  • Inform Busch Data of upcoming IT projects during the planning phase for optimal results. Late requests will be considered consultation services and billed at consulting rates.

Project Scheduling

  • Schedule all work 30 days in advance.

Audits

  • Responding to audits takes 7-30 days, depending on complexity. Time and materials charges apply. Direct non-technical questions to appropriate departments.

Unscheduled Work (Parachute Projects)

  • Unscheduled projects will be billed separately at consulting rates of $300-$500 per hour.

Approved Hardware and Software

  • All hardware/software procurements must be approved by Busch Data. Deviation from recommended configurations will be billed at time and material rates and absolves Busch Data of liabilities.

Apple Laptops and Workstations

  • Support for Apple devices ended on 12/31/2023. Assistance for macOS is provided as-is at time and materials rates.

Work From Home Support

  • Support is provided only for employer-issued equipment. Issues related to home internet or network equipment are subject to time and materials rates.

Firewalls and Backup Appliances

  • All firewalls and Axcient backup appliances are Busch Data property and must be returned upon termination of services.

24×7 Security Operations Center (SOC)

  • SOC coverage requires an active Managed Security contract with Busch Data Security Inc.

Account Closure Policy for Clients Selling Their Business

  • Accounts will be closed upon business sale and close of escrow. Clients must inform Busch Data of business sale plans for a smooth transition.

Updated 6/24/2024 

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.

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