Puget Sound Technology Linux • Open Source • BSD  
Training • Support & Administration  
 

Professional Technical Support Programs

We offer support services for third-party open source software, such as the Apache web server, DNS, Exim, Sendmail and other products. We also provide support for Linux, UNIX, and BSD servers and applications.

Our support ranges from basic configurations and installations to advanced source code modifications (for customized needs) and trouble shooting services. We can help plan, install and manage complex systems.

We can provide customized installations, system audits, network/server planning and emergency on-site consulting support.

You can purchase technical support as pay-as-you-go or by pre-paid subscription. Our services include hourly-based, incident-based and by contract subscription. In addition, we can provide guarantees for time-based incident resolutions.

The following is a list of our services and basic prices. (If you need custom solutions or on-site support, send us an email.)

Hourly-based Support

$80 per hour subscription
  • pre-paid
  • six hour minimum
  • charged in 15-minute intervals
  • assigned account representative
  • up to three customer contacts
  • one business day response resolution
$95 per hour
  • charged in 15-minute intervals
  • pay as you go
  • assigned account representative
  • up to three customer contacts
  • one business day response resolution

Onsite/On-location Support

Technical support and consulting services at the customer's location is billable at a higher rate. Depending on the location, travel, lodging and per diem expenses may also apply.

$100 per hour subscription

  • pre-paid
  • six hour minimum
  • charged in 15-minute intervals
  • assigned account representative

$125 per hour

  • charged in 15-minute intervals
  • pay as you go
  • assigned account representative

Incident-based Support

A single identified customer issue or problem which may require one or more emails or telephone calls to resolve. One email or telephone call may include multiple incidents. Incident-based services usually only include tasks that can be completed within one hour. In some complex situations, we may explain that the issue is beyond a regular incident and we may propose other solutions. For complex jobs, please consider our hourly-based support.

$75 per incident subscription

  • pre-paid
  • assigned account representative
  • up to three customer contacts
  • one business day response resolution
$85 per incident

  • pay as you go
  • assigned account representative
  • up to three customer contacts
  • one business day response resolution
$675 ten (10) incident subscription
  • pre-paid
  • assigned account representative
  • up to three customer contacts
  • one business day response resolution

Monthly/Yearly Contracts

Our contracts are based on:
  • duration (yearly, bi-annually, etc.)
  • number of systems
  • number of customer contacts
  • response resolution time
  • communication methods (phone, email, web-based, etc.)

The contracts can include:

  • assigned account representative
  • personalized webpage logging incidents and responses
Please contact us to discuss your particular needs to help decide on a contract that will work best for you.

We also provide defined monthly and daily maintenance plans. Click here for details.

We can tailor our technical support packages to your needs, including: installation services, per-call, per-incident packages, 8-to-5 support, 24-by-7 support and on-site emergency consulting. Contact us for details.

To sign up for technical support or to learn more, contact us today.

In May 2004, the pricing increased by approximately 5-percent. The pricing had not changed since 1999.

 
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