Amplitude Managed Service Plans

* – Unlimited Support applies to the multi-tier support services included with that plan. See individual plan details for types of services included and guaranteed response times. Services not included with a plan will be invoiced at standard Time & Material rates. Amplitude Platform users receive a 20% discount on standard Time & Material rates.

1 – Tier 1 Services include User Preference settings (screensavers, desktop images, icon placement, desktop themes, etc.), Default PC Settings (for printers, document locations, shortcuts & favorites) and Application Settings (general settings, web favorites & security settings). These are typically preferences, not problems.

2 – Tier 2 Services include any issue resulting in single application or peripheral failure, installation of new basic peripherals (printers, scanners, keyboard/mouse, monitor, external drives & other USB devices), configuration of a new user on an existing PC, and mid-level troubleshooting (email client issues, user profile corruption, PC slowness, backup problems, etc.). These are services related to configuration and troubleshooting that are typically handled by a computer savvy person in the office with remote assistance.

3 – Tier 3 Services include any issue resulting in multiple application or peripheral failures, computer not booting, core component failures (motherboard, processor, memory, power supply, video card, network card, hard drive). These are services that require advanced troubleshooting and/or repair by a trained IT professional.

* – Unlimited Support applies to the multi-tier support services included with that plan. See individual plan details for types of services included and guaranteed response times. Services not included with a plan may be paid for at Time & Material rates. Amplitude Platform users receive discounts on standard Time & Material rates.

1 – Tier 1 Services include basic administration such as adding new users, resetting passwords, regular OS updates/hotfixes, checking server logs, management tool updates, periodic reboots, managing user & machine accounts in Active Directory, configuring new shares and applying security settings.

2 – Tier 2 Services include advanced server support for issues that affect small groups of users and their ability to utilize applications hosted on the server. It also includes server peripheral hardware installation & configuration, troubleshooting peripheral hardware failures, configuring and troubleshooting Active Directory policies, addressing single RAID disk failures, troubleshooting backups, troubleshooting server slowness, installation of new software, troubleshooting size/space overruns, and troubleshooting profiles/mappings/shares.

3 – Tier 3 Services include advanced server support for issues affecting all users on the network. It also includes troubleshooting virtual host server & hypervisor failures, addressing Internet & networking failures, recovering from server boot errors, addressing issues that affect multiple clients’ PCs ability to connect or utilize network applications, addressing core component issues & failures (motherboard, processor, memory, power supply, RAID controller, video card, network card, backplanes), and server-based viruses.

4 – MS Exchange & SQL Backups require additional software to be installed on the server for proper backup.

E – Microsoft Exchange Support includes support of MS Exchange organizations and storage groups that are already installed on the server. We cover incoming & outgoing connectors, storage groups, organization settings, user management and proper backup. New installations of MS Exchange organizations or storage groups are subject to standard time & materials rates.

Q – Microsoft SQL Support includes support of SQL instances already installed on the server. We also cover support of existing Active Directory & SQL authenticated instances and associated listeners. We do not provide any programming support or database maintenance services as these should be provided by your application vendor. We will work with them on your behalf to resolve any issues. New installations of SQL instances are subject to standard time & material rates.

* – Check back shortly for full details.