Adhost Support Pricing Matrix

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Adhost makes every effort to support our customers with their configuration of choice. Our Support staff is available 24 hours a day, 7 days a week, 365 days a year, but it is not always the case that the right resources are on site at any given time to perform work as requested by a customer. Adhost has developed the following guide to assist in determining costs associated with customer-generated issues. Adhost assumes responsibility for issues with our equipment and services that are not customer-generated.

Definitions -

1) Normal Business Hours - 7:00 AM Pacific to 7:00 PM Pacific, Monday through Friday.

2) Advance Notification - 2 business days

Service Levels -

1) Level 1 -

a. Phone support for general troubleshooting and status notification of events pertaining to Adhost services.

b. Troubleshooting of services not requiring Administrator access to the associated device. This includes but is not limited to ICMP testing, Web browsing, FTP access using customer-supplied credentials, and testing mail transfer.

c. Manual reboot of devices per customer request.

2) Level 2 -

a. All services provided at Level 1

b. Troubleshooting of services requiring Administrator access to the associated device. This includes but is not limited to restarting processes, installing and configuring new equipment in shared facilities, and patches and upgrades to operating system and application binaries.

3) Level 3 -

a. All services provided at Levels 1 and 2

b. Advanced troubleshooting of network, system and application-level issues on any customer or Adhost resource.

	Level 1	Level 2 and 3 with Advance Notice	Level 2 and 3 without Advance Notice
Normal Business Hours	Included	$150.00 per hour, no minimum	$150.00 per hour, no minimum
Outside Normal Business Hours	Included	$150.00 per hour, 1 hour minimum	$225.00 per hour, 1 hour minimum