Step Four: Support Agreements
Cipher Integrations has several Support Agreements for different levels of support. Attached to agreements are Cipher´s standard rates for network support. Clients with either a Monitoring and Routine Support Agreement or a Contract Support Agreement are eligible for rate reductions and priority service. Read below for more information.
General Support Agreements
All standard networking services that Cipher provides are covered by this agreement. This includes standard support, equipment installations and upgrades, as well as general infrastructure support, installation and upgrades.
Monitoring and Routine Support Agreements
Clients of Cipher Integrations are eligible for Monitoring and Routine Support Agreements. These agreements arrange a monthly fee for monitoring of vital servers, and routine support of servers and workstations. Clients under a Monitoring and Routine Support Agreement enjoy fee reductions and services at 95% of Cipher´s standard rates. These clients also receive priority over General Support clients.
Contract Support Agreements
Clients in a Monitoring and Routine Support Agreement are eligible for Contract Support Agreements. These agreements arrange a monthly fee for additional services to be performed. In addition, clients under a Contract Support Agreement enjoy additional fee reductions and services at 85% of Cipher´s standard rates. Contract Support Agreement clients also receive the highest priority on all service and emergency calls.