Rates
Transparent rates for our IT support and VoIP services.
Base Rate
To make it easy, all of our support services work back from this base rate (which is exclusive of tax)
Technician Rate: $125
Engineer Rate: $175
Work Types
Depending on the type of work you need, the below are the way any charges will be calculated.
|
Work Type
|
Multiplier
|
Unit Type
|
Minimum
|
Example Minimum
@ Base Rate |
|---|---|---|---|---|
|
Remote Support
|
1x
|
Per Hour
|
1/2 Hr
|
$62.50
|
|
Onsite Support
|
1x
|
Per Hour
|
1 Hr
|
$125
|
|
VIP Onsite Rate (Bunker)
|
0.6x
|
Per Hour
|
1/2 Hr
|
$37.50
|
|
Cable Installation
|
1.25x
|
Per Cable
|
-
|
$155
|
|
Travel Fee
|
0.75x
|
Travel Per Hour
|
-
|
$95
|
|
Emergency Ticket Upgrade
|
2x
|
Per Ticket
|
-
|
$250
|
|
Emergency Ticket Upgrade
|
2x
|
Per Hour
|
4 Hr
|
$1000
|
EXAMPLE 1
Let’s say you require an engineer on site in a few days’ time (i.e. not urgent) to help install a new application you have just purchased for your server. It takes 3 hours to install. The site is in Fayetteville, so it’s an hour away.
3 x Onsite Support = $375
2 x Travel Fee = $150
Total: $525
EXAMPLE 2
One of your field techs broke their tablet, and they have several jobs today and no spare, so you ask us to add the “Emergency Ticket Upgrade”. The issue takes 45 minutes to fix. With the “Emergency Ticket Upgrade” we give this issue our highest priority (we treat it as a “Critical” issue) and move everything around to work on it for you ASAP.
1 x Remote Support = $100
Emergency Upgrade = 2x Multiplier
Total: $250
What Is The Client Portal? 🌐
D-Best Technologies works with several local municipal utilities, police departments, fire departments, and city administrations halls in the River Valley and surrounding area. We offer competitive rates, fast service, and friendly technicians that travel onsite to your location. Our services range from installation and repairs to backup, security, networking, and procurement. We provide priority services and heightened response times for you as well.
D-Best has experience implementing Body Cam solutions including short and long-term storage, automatic backup, and organization.
We work with several water departments and are familiar with SOFTwater, RVS Mosaics, meter reading, and other software suites.
Our techs are Quickbooks networking professionals.
Call us today!
What is the Remote Access Agent? 🛠️
Our Remote Access Agent is a compact yet powerful tool installed on your servers and computers. It’s like having a virtual technician inside your devices, allowing us to swiftly step in and resolve issues remotely – saving you the time and hassle of an onsite visit.
What’s Covered Under Help Desk Support? 📞
Your Agreement spells out the specifics, but here are some examples of what our Helpdesk support typically includes:
Troubleshooting Outlook server connection issues.
Resolving Excel startup problems.
Adding new users to existing computers.
Handling user cancellations.
What is 24/7/365 Monitoring? 👀
Clients with a Managed Service agreement benefit from our vigilant monitoring. Our Remote Access Agent keeps an eye on your network and computers around the clock, alerting our support team to potential issues like malware, hacking intrusions, hardware errors, and server glitches before they become big problems.
What is Patch Management? 🔄
Patch Management is all about keeping your software fresh and secure. Each month, we handle Microsoft’s updates, including Windows and Office patches, ensuring your systems are both up-to-date and shielded against security threats. We take care of this automatically for Managed Service clients.
What 3rd Party Applications Do You Update? 📦
For those on our Managed Service plans, we keep many key applications up to date. A few examples include Adobe Reader, Adobe Flash, Oracle JAVA, Apple QuickTime, and PDF Creator. We also keep industry specific applications on your server up to date as well.
What is Preventative Maintenance? 🛡️
Under our Managed Service agreements, we conduct regular maintenance on your Servers and Workstations. This includes tasks like clearing excessive log files, ensuring your systems run smoothly and efficiently. It’s all part of our commitment to keep your IT infrastructure in prime condition.
What are Guaranteed Response Times? 🕒
For our Managed Service clients, rest assured that every issue is swiftly handled by our Helpdesk. We’re committed to prompt, efficient service.
For clients without a service agreement, we will help you as fast as we can, however it will be on a “best effort” basis as we need to give priority to clients on our Managed Service agreements
|
Priority
|
Examples
|
Our Guarantee
|
Our Target
|
|---|---|---|---|
|
Critical
|
Entire Company Offline (Call Us!)
|
1 Hour
|
15 Min
|
|
Main Application Offline (Call Us!)
|
|||
|
High
|
Department Offline (Call us!)
|
2 Hours
|
1 Hour
|
|
CEO's Computer Offline (Call Us!)
|
|||
|
Medium
|
A User PC is Offline
|
4 Hours
|
2 Hours
|
|
A Printer Isn't Working
|
|||
|
Low
|
User Impacted But Working
|
8 Hours
|
4 Hours
|
|
Access Changes
|
Can I Upgrade My Ticket Priority? ⚡
Absolutely! Managed Service clients can opt for an “Emergency Ticket Upgrade” to escalate a ticket to “Critical” status. This ensures your issue is addressed with top priority. Just call us to request this upgrade, and be aware that an additional charge will be applied for this expedited service.
What is the Monthly Executive Report? 📊
Clients with Managed Service agreements receive a monthly report packed with key IT business metrics. It includes insights like Most Active Users, Tickets Opened by Type, and more, giving you a clear picture of your IT landscape.
How Do Travel Fees Work? 🚗
Our standard coverage area is 25 miles from our office. Call Out charges are waived for clients within this area. For clients outside these areas, a Travel Fee will be added to on-site tickets. This fee is based on travel time to ensure fairness and transparency. VIP multiplier ( 0.6x ) will be applied to travel fees for Managed Service clients.
How does after-hours service work? 👀
Managed Service clients can reach out to our escalation lines for after-hours emergency support. Calls received to an escalation line outside of normal business hours will automatically incur an After Hours service charge, which is equivalent to 2.5x our base rate with a 4 hour minimum. To receive support outside of normal business hours, Clients should call the escalation numbers found in the client handbook. The dispatcher who answers the phone will contact a technician and dispatch them accordingly. If an on-site call is required, a Primary IT Contact listed on the account is required to meet us onsite.
IT Onboarding Fees 💼
- Onboarding Fee: We charge a flat rate of $100 per user for onboarding. This fee covers the setup and integration of each user into our system, ensuring a seamless transition and optimal setup for our services.
- Fee Waiver for Long-Term Commitment: Onboarding fees are completely waived for clients who sign a 3-year service agreement with us. It’s our way of saying thanks for your long-term partnership.
Voice Onboarding Fees ☎️
- Included Services: We provide standard installation services for free if the Client purchases or rents handsets from D-Best. There is a $29 fee per handset to install or configure non – D-Best handsets. This courtesy service is designed to meet the needs of most standard installations.
- Complex Installations: In instances where the installation process is more complex due to factors such as the need for new cabling, intricate network configurations, or other unforeseen challenges, additional fees will be incurred as these complexities require resources beyond the standard onboarding package.
- Additional Services Rate: Should the onboarding process exceed the included service hours (~½ hour per handset) or require additional cabling, we will provide the necessary additional services at our standard rates.
- Client Approval: No additional fee-bearing services will be undertaken without the explicit consent of the Client.
Are There Any Discounts on Service Agreements? 💰
Yes! We offer discounts on multi-year agreements as well as for non-profit organizations.
- 2-Year Agreement: Enjoy a 5% discount on your service agreement when you commit to two years with us.
- 3-Year Agreement: Opt for a 3-year agreement and receive a substantial 10% discount. It’s our best value offer, designed to reward your extended commitment.
- Non-Profit Discount: We offer a special 25% discount on all service agreements for non-profit organizations. It’s our way of supporting the vital work you do in our community.
Annual Value Preservation Adjustment 📈
To maintain fairness and economic relevance, we annually align our pricing with the Consumer Price Index (CPI) as reported by the Bureau of Labor Statistics (BLS). This Value Preservation Adjustment guarantees that your plan’s worth stays constant, regardless of economic fluctuations. By attaching adjustments solely to the CPI, we ensure that any changes mirror broader economic trends, not arbitrary decisions. This approach offers you predictability, transparency, and long-term stability in your pricing.
How Does It Work?
- Starting Date: The adjustment kicks in one year after your Agreement’s effective date and will recur on each subsequent anniversary.
- Calculation Example:
- If your monthly rate is $1,000 and the CPI increase is 2%, your new rate will be $1,020.
- Conversely, if the CPI shows a decrease of 2%, your rate will adjust to $980.
This CPI-linked adjustment allows us to maintain the high-quality service you expect from us and keep pace with economic changes without the need to regularly raise our rates.
How Do We Receive our Invoices? 📬
Managed Service Agreements: You’ll receive your monthly Invoice every month around the 6th with 30 day terms, allowing ample time for payment preparation.
Clients Without an Agreement: We’ll send weekly invoices for tickets closed in the previous week. Each ticket is invoiced separately for easy cost allocation within your business. These invoices have COD terms.
Solve A Problem: Book A Consultation on Us!
Have an IT problem or challenge on your hands and need a little guidance? We’re happy to help you. Simply click the button to schedule some time with our friendly team and leave this the meeting with actionable insights for your business
