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Computer ER Service Plans

Silver

SILVER

Computer ER's SILVER support affords you responsive service for in warranty and for out of warranty hardware malfunctions. The Silver plan is most routinely called a hardware contract and will assure you a 8 to 10 hour response time for normal remedial service requests and 6 hour emergency response for mission critical failures such as a down file server. Limited telephone support is also provided. Our silver plan is positioned for companies who would like to budget their hardware repairs, insure fast and prioritized response times all for a fixed annual price. Often the Silver support plan is used in conjunction with the manufacture's standard hardware warranties whereby Computer ER supplements and enhances their normal offerings. While software support is not included in the Silver plan it can easily be provided on a pier diem basis or even better by supplementing the Silver support with a retainer program.

Gold

This is Computer ER's most popular plan and offers many of the same features as the Platinum plan. Response time is as follows service calls will be responded to within 6 to 8 hours and within 4 hours for mission critical failures. With the annual contract fee, the GOLD service will cover all of your hardware and software repairs required to return the system to its "pre-failure state." Services not covered are support items such as training, installing new hardware and software, updating and remediating virus's or supporting custom applications. These items are best handled by supplementing the GOLD program with CER Supplement retainer plan.

Platinum

Platinum service is Computer ER's flagship support plan. It is available and is geared to provide you with practical support and protection. Platinum support will provide you with a 4 to 6 hour response time for service repairs and a 2 hour emergency response for mission critical failures. This plan essentially protects you for all problems and provides all the labor required to return the failed equipment back to its "pre-failure" state. Additionally services such as updating virus signature files, remediating virus problems, re-loading client software, reloading operating software, providing telephone technical support, downloading and installing services patches and updates. A couple noted exceptions to this plan are user training, new hardware/software installations and a customized software support.

Diamond

Diamond service is Computer ER's highest priority and most comprehensive support plan available it is geared to provide you with optimal support and protection. Diamond support will provide you with a 2 to 5 hour response time for service repairs and a 2 hour emergency response for mission critical failures. This plan essentially protects you for all problems and provides all the labor required to return the failed equipment back to its "pre-failure" state. All hardware repairs and software problems are covered in this agreement. Additionally services such as updating virus signature files, remediating virus problems, re-loading client software, reloading operating software, providing telephone technical support, downloading and installing services patches and updates. Also user training, new hardware/software installations and a customized software support. (i.e. Accounting software and and off the shelf software)