Due to several opportunities, MTIN is moving toward collapsed support plan style. We will only be offering a contract support model and best effort service.
Contract Support
Customers purchase a minimum 5 hour block for $445. Rates are billed as follows.
Normal Business Hours (8am-5pm EST time) $89 per hour
Late night & Weekend support $125 per hour
Contract customers will use a minimum of 1 hour a month for remote monitoring services, firmware, and other notifications, as well as any general maintenance tasks in order to keep documentation and other aspects of the network up to date for our technicians. Remote Backups, security audits, and other services which MTIN hosts for the customer can be included in the one-hour minimum.
The goal with contract customers is to build a long-term relationship in order to help their networks grow and thrive. By being engaged with the customer on a regular basis we are able to provide better service and have a better handle on customer needs. As networks become more and more complicated having a consultant who has is more a partner than a hired gun is becoming valuable to an operator.
Tier II emergency response times for Tier II customers.
Normal working hours (3 hour maximum)
Late night and weekend (5 hour maximum)
Best Effort Plan
Customers pay as they go for best effort support. Support is available on a best effort service and first come first serve.
Normal Business Hours (8am-5pm EST time) $119 per hour
Late night & Weekend support $145 per hour
Policy details
1. Late night and Weekend is defined as. 9PM-9AM EST MONDAY-FRIDAY & 7PM EST FRIDAY -9AM Monday. Contract Customers can schedule maintenance windows and such at a discounted rate ahead of time.
2. All customers who don’t have pre-purchased time will be served on a best effort service. Priority will be given to contract customers, and then “walk-in” customers.
3. All times stated are maximum times for response. Depending on workload, times are typically much less.
4. Contact MTIN for details on this new plan.