PLATINUM

Platinum service is Sunrise's highest priority and most comprehensive support plan available and is geared to provide you with optimal support and protection. Platinum support will provide you with a 4 hour response time for service repairs and a 2 hour emergency response for mission critical failures. This plan essentially protects you for all problems and provides all the labor required to return the failed equipment back to its "pre-failure" state. All hardware repairs and software problems are covered in this agreement. Additionally services such as updating virus signature files, remediating virus problems, re-loading client software, reloading operating software, providing telephone technical support, downloading and installing services patches and updates. A couple noted exceptions to this plan are user training, new hardware/software installations and a customized software support. (Ie Accounting software and custom data bases) These services could best be performed by supplementing the Platinum plan with a standard BRONZE retainer program.

GOLD

This is Sunrise's most popular plan and offers many of the same features as the Platinum plan. Like the Platinum plan, service calls will be responded to within 4 hours and within 2 hours for mission critical failures. With the annual contract fee, the GOLD service will cover all of your hardware and software repairs required to return the system to its "pre-failure state." Services not covered are support items such as training, installing new hardware and software, updating and remediating virus's or supporting custom applications. These items are best handled by supplementing the GOLD program with a BRONZE retainer plan.

SILVER

Sunrise's SILVER support affords you responsive service for in warranty and for out of warranty hardware malfunctions. The Silver plan is most routinely called a hardware contract and will assure you a 4 to 6 hour response time for normal remedial service requests and 2 hour emergency response for mission critical failures such as a down file server. Limited telephone support is also provided. Our silver plan is positioned for companies who would like to budget their hardware repairs, insure fast and prioritized response times all for a fixed annual price. Often the Silver support plan is used in conjunction with the manufacture's standard hardware warranties whereby Sunrise supplements and enhances their normal offerings. While software support is not included in the Silver plan it can easily be provided on a pier diem basis or even better by supplementing the Silver support with a retainer program.

BRONZE

A retainer program is simply prepaid Time & Materials that carries a higher priority and faster response time than non-retainer work. You can expect an average 4 to 6 hour response from the time you placed a service request to the time a technician arrives to your office. Should you require "Emergency response", as defined as a technician arriving within 2 hours, Sunrise will provide you with a "best effort" attempt and surcharges will apply. Telephone technical support is also available and will be invoiced in 15 minute increments, with a 15 minute minimum per call.

IRON

Customers can expect a technician at their location within 6 to 8 hours from the time they placed a service call. T&M customers do not receive any priority response so this service plan should be used on non mission critical items. Labor rates range from $75 per hour for low level hardware support to $150 per hour for Senior Partner and high end mission critical support. Phone support is not available with this plan.

GRANITE

Sunrise Office Systems can perform many installations and upgrades for a predetermined and fixed rate. Network installations, e-mail/Internet solutions, new equipment installations, windows upgrades, etc. can all be performed in this manner. Generally this solution works best when Sunrise sells all accompanying hardware and software, IE "single point of responsibility". For customers purchasing direct from Manufacturers or via the Internet Sunrise will use the same pricing strategy but will refer to the price as a "good faith" estimate. Good faith estimates are generally very accurate however variable's remain which can render a good faith estimate inaccurate. For instance if you receive faulty/defective hardware (DOA), Computer systems not arriving as expected or if manufacturer support is required and our technician is subject to long telephone hold times, all these circumstances can cause this estimate to increase. The best defense would be to order all your equipment and software from Sunrise Office Systems!