Support
BMI offers Total
Solutions for Technical Services
Priority One Support: One Plan, One Purpose: Quality Care
The Priority One support plan is an annual service contract for
companies wanting to outsource their ongoing IT service needs. The
plan provides a total solution for businesses that have no internal
IT staff, or wish to leverage their resources by off-loading
particular requirements to the experts at BMI.
Customers opting for the Priority One support plan join BMI’s Preferred Customer Community, which entitles them to a wealth of benefits:
- Access to dedicated support line and members-only website
- Reduced rates for technical support and emergency response service
- Ongoing regular maintenance of IT infrastructure and data centre
- Tier 1, Preferred Priority queuing for break and fix services
- Guaranteed response times
- Options for extended emergency response
- Preferred rates for other BMI professional services
- Notice of special rebates on equipment solutions through BMI’s channel operations
Support Options:
Priority Plus
Priority One
Prepaid Technical Services
Pay-As-You-Go
Priority Plus Support
Priority Plus is an option on the Priority One support plan,
offering First Priority emergency response to customers.
Priority Plus customers are guaranteed the following response times:
- 1 hour for servers and mission-critical systems
- 4 hours for non-critical issues
- After hours remote support included
- After-hours on-site support is charged at the established basic rate in the contract, plus 25%.
Priority
One Support
Priority One support plans are arranged on an individual basis,
reflecting the unique outsourcing needs of each customer. All
customers, however, are guaranteed the same priority care for their
IT environments.
Guaranteed response time during business hours:
- 4 hours for servers and mission-critical systems
- 8 hours for non-critical issues
After-hours emergency support is charged at the established basic rate in the contract, plus 25% for remote support, and 50% for on-site support.
Prepaid Technical Services
Prepaid technical services bank is a pre-paid bank of hours that
affords customers discounted rates for the following technical
services:
- Break and Fix requirements
- Outsourced Regular Maintenance
- Network Integration
- Project Management
Conditions:
- Minimum purchase: 30 hours
- Pre-paid by cheque or credit card
- Hours must be used or renewed within 12 months of purchase
- Tier 2 queuing priority after Priority Plus & Priority One customers.
- No guaranteed response time
- Emergency response* charged at 2 times the established rate in the contract
- Custom development and other BMI professional services are excluded
* Emergency response times as indicated for Priority Plus option.
Support may be performed remotely or on-site as deemed appropriate
by BMI.
Pay-As-You-Go Support
Customers may choose to pay for break and fix or maintenance services à la carte:
- Charged on a per incident or project basis at established hourly rates
- Minimum 2 hour charge
- Response time determined according to preferred customer queuing at time of request
- Emergency response available at 2 times established rate during business hours, and at 2.5 times the rate for after-hours support
- Emergency response times as indicated for Priority Plus
option. Support may be performed remotely or on-site as deemed
appropriate by BMI.
