Support
Cybernetic Systems Unix/Linux Technical Support and Service Rates
For longer projects or engagements, we offer a number of rate plans to meet your needs. General Unix and Linux
support is available, with the most expertise in Linux, LAMP, XML, AJAX etc.
If you are a consultant or MIS manager and primarily support Windows but need Unix or Linux help now
and then, one of the phone or email support options may be just what you need.
Monthly ticket: $250.00 by wire transfer in advance covers you for one month for email and phone support.
Phone support is limited by availability and may need to be scheduled at some times.
Although unlikely, there may be additonal charges if there is a high volume of phone support.
If you don't agree to those charges, we will either refund your $250.00 and cancel your support, or finish
the month and not allow you to renew again. We have never had to do this, but it could happen.
Try to reserve phone for situations where you really need it; otherwise use email.
If you want this for more than one month, it's $125.00 for subsequent months (assuming we agree to renew you,
of course). You can cancel this at any time.
If you want an entire year, see the $760 plan will work.
On-Site and Remote Access Support
Hourly billing, on-site, : $150.00/hour plus. Minimum 2 hours on site.
Remote access support: same rates, One hour minimum. May require advance payment.
This is usually your best choice if you don't anticipate on-going work. For example, if you just need
someone for an emergency, this will be the least expensive choice.
If that sounds like a lot of money to you, please keep in mind that we have a LOT of experience.
Very often we take literally minutes to fix problems that other people might spend hours on.
Retainer: You may purchase a yearly retainer to reduce costs.
The $760.00 yearly fee :
* Covers all email support
* Covers the minor phone calls
* Reduces your on-site rate to $75.00 per hour
* Reduces the minimum on-site time from two hours to 15 minutes.
* Does not cover long phone calls or extended remote support
* Does not cover programming or scripting unless very minor
Extended phone and remote support charges will be billed at $75.00 per hour.
What is Support?
Support is assistance with identifying the source of a problem. We have many years of experience in this field,
and maintain technical expertise to the best of our ability, but we cannot guarantee a resolution to any
particular problem, nor can we promise that any solution I provide may not cause other problems.
We can't promise that we will resolve a problem in any particular time frame, or even that we will always
able to turn our attention toward your problem at any given moment. All of our work is offered on a best
effort basis only.
Support is provided through telephone, or by e-mail. The intent is to provide incidental support for small problems
that can be resolved by a simple conversation. Typically, phone support issues fall into the "how do I ..?"
classification rather than the "Something isn't working" category. However, the "Something isn't working"
might be handled by a phone conversation; it really depends on the complexity of the issue. Generally speaking,
issues that cannot be resolved in 15 minutes or less are not suitable for phone support. This is not absolute,
but is a guideline.
Remote support includes anything that can be done remotely from our offices. Since the advent of the Internet,
this doesn't always mean what it used to mean, because I might be able to telnet to your site, or deliver work
by E-mail or ftp.
There is a difference between remotee support and phone support. Phone support is me talking to you, giving you
advice or solutions for a problem. If the problem is too complex to talk you through (or if you just don't have the
time to do it yourself), then remote or on site support is required. As phone support is not billed by the hour, and
remote and on site support is, there is sometimes a gray line that differentiates when one or the other is required.
What is Programming?
Programming is creating programs (instructions) for a computer to perform some task. This might be mailing lists,
web pages, or simply small scripts that solve some other problem. All of my programming is offered on an hourly
(or pre-paid) basis only. We do not offer fixed price or turn key work.
Programming can be difficult work, and the programmer doesn't always have complete control of the complex
interactions of his program with the machine and all of the other programs that may exist on it. We therefore
cannot offer any absolute guarantees that any programming we will work correctly under all conditions of use.
