If you decide to schedule a Proposal Presentation Meeting with our team, we’ll invite you to tour our office, meet with some of our incredible support staff, and share a final proposal that includes your base investment along with the factors that went into calculating it. 

While 80-90% of your day-to-day support request are included as part of your plan, there are two exceptions.

• Non-routine support requests

• Projects which are quoted on a case-by-case basis

• Supporting or installing non-business applications (iTunes, Minesweeper, Spotify) 

• Supporting equipment, software, or networks that belong to your employees

• Help-Desk support for users not included in your base agreement

• Major upgrades to your line of business applications

• Non-routine onsite visits

• Installation of new network equipment or multi-user software

• Creation and maintenance of compliance documentation or written backup and disaster recovery plans 

• Client requested audits and assessments 

• Client requested individual or group training for your staff

• Recovery from a failed update or other planned maintenance

• Support for hardware, operating systems, or software not supported by the manufacturer or third party

• Remediation of a cybercrime incident

• Remediation of an issue that resulted from an unsupported configuration that you elected not to address

• Recovery from a natural disaster or other catastrophic event outside of our control

We can either charge your hourly on a case-by-case basis at a rate of $185 per hour, or you can sign up for a small monthly retainer to cover these occasional requests without additional billing at a rate of $170 per hour.

Generally, we start to consider something a project when we know it is going to take at least 10 hours to complete. Beyond that, we look at factors like whether multiple resources will need to be coordinated, whether other vendors will be involved, and more generally, will this request best be served by involving a professional project manager.

Annually or as part of a major project to improve your network. 

Of course! Using the rates below we would simply add these to your monthly agreement and change them at any time in the future

• Additional Routine Onsites (up to 4 hours) - $500/onsite

• Additional Routine Remote Office Hours (up to 2 hours - $250/session

There is no one-size fits all approach from local backups. As part of your onboarding, we’ll assess your needs and your current solution and make recommendations as appropriate. This way you get exactly what you need and can sleep well at night. 

As part of your onboarding, we’ll become what is known as your partner of record and will include any licenses on your monthly invoice at the standard published rates – no markups, no hassle.

Of course. We have a large catalogue of products and services to cover just about any request. If there is something specific you are looking for, let us know and we’d be happy to get you a quote. 

No troubleshooting? No waiting. For issues and requests that don’t require troubleshooting, they will be handled by one of our Rapid Response Technicians and are typically resolved within 15 minutes or less.

• Via our convenient secure client portal

• Calling your private support phone number

• Live chat with our team

• During any routine onsite or routine office hour session

No. To ensure that we get you the best response time, we will assign your case to a technician based on urgency, impact, and the issue you are experiencing. However, all our technicians have access to detailed documentation of your network to aid them in providing the best possible service.

IT users are any member of your team who have been assigned a dedicated device that we are responsible to support, secure and manage. Users without a device but who have a company email address are considered email only users and users with neither an email address nor a dedicated workstation would just be supported on an hourly basis as needed.

We back our promises with our own capital. When you partner with Paragus, you are hiring a company of owners. We don’t believe in trapping clients in long-term contracts if we aren’t delivering results. If, during your first 90 days, you do not feel we are providing the proactive partnership and operational traction we promised, you can walk away with zero penalties. We’ll even cover the offboarding fees.