IT Support Service Levels

	RIVEN ASSOCIATES IT SUPPORT SERVICE LEVELS Remote Advanced Comprehensive Network Healthcheck * * * Telephone Response Time (SLA) 60 Minutes 60 Minutes 60 Minutes Remote Access Support On-Site Server Support (SLA) ** On Site PC Support (SLA) ** ** System Administration ** Pro-Active IT  Support e-mail Fault Logging Web Fault Logging Call Log Reports Subscription Management Support Reviews Hardware Warranty Service Management Annual System Documentation Update Optional Remote 24 x 7 System Monitoring Optional Monthly / Quarterly Site Surveys Optional Optional Pre-paid Labour (Scheduled) Optional Optional

* This is a pre-requisite for all Riven Associates support contracts.

** Standard call out charges and hourly rate will apply.