JPCI HelpDesk Service Contracts

For when you need your own IT department but can't justify the cost...

Let JPCI be your in-house IT department. Our HelpDesk service contracts provide you with everything that having your own IT department could. For a fraction of the cost of hiring and running an IT department, we can provide you with the same services, both remotely and on-site. Any time you need help, you just click the JPCI HelpDesk icon on your desktop and a window opens up for you to submit a support request. These requests go to all available technicians simultaneously, and are tracked automatically based on the level of urgency you assign to the ticket. If your problem hasn't been resolved in the time allowed for the priority you have assigned to the ticket, automatic reminders pop up for all technicians. These tickets are stored in a database you can access any time (so when you have one of those "I know we had this problem a couple of years ago, but I don't remember what we did to fix it" moments, you can search the database and see every interaction with the technician).

We also accept support requests by phone, text and email (there is an additional charge for this unless you have a Platinum contract)... and if your PC is totally dead, there's an asset ID label on it with a QR code you can scan with your smartphone to go directly to the support ticket system using your phone's web browser.

We offer four levels of HelpDesk contracts, each based on what level of service your business requires:

     • Bronze (basic needs only)
     • Silver (normal business hours)
     • Gold (
after hours coverage)
     • Platinum (24/7 coverage
plus phone support)

Note: Service contracts cover labor only, not parts

Bronze Level

All non-emergency labor charges are covered (during JPCI business hours only)
Priority response is given to Bronze Help Desk contract clients over hourly clients, but after Silver/Gold/Platinum clients
All
after-hours service is billed at normal rates
All emergency service is charged a $100 response fee
Remote tech support is available on all systems
Free access to the JPCI HelpDesk system is included
Phone support is not included in this level
(there is a $25 surcharge for requests not submitted via a support ticket)
Server maintenance (monitoring of system logs, application logs, backup logs and virus logs, with email notification going to a technician on critical errors) is included
$50/server/month plus $25/workstation/month (All servers must be running Windows Server 2012R2 or later, and all workstations must be running Windows 10)

Silver Level

All normal labor charges are covered during JPCI business hours only
Priority response is given to Silver Help Desk contract clients over Bronze or hourly clients, but after Gold/Platinum clients
All
after-hours service is billed at normal rates
All emergency service is charged a $100 response fee
Remote tech support is included on all systems
Free access to the JPCI HelpDesk system is included
Phone support is
not included in this level (there is a $25 surcharge for requests not submitted via a support ticket)
Server maintenance (monitoring of system logs, application logs, backup logs and virus logs, with email notification going to a technician on critical errors) is included
Annual on-site system cleaning included... just submit a ticket to schedule it
$75/server/month plus $50/workstation/month (All servers must be running Windows Server 2012R2 or later, and all workstations must be running Windows 10)

Gold Level

All normal labor charges are covered Monday-Friday (including before or after normal business hours)
Priority response is given to Gold Help Desk contract clients over Silver, Bronze or hourly clients, but after Platinum clients
All business hours and
after-hours service is included (Monday-Friday only)
Weekend & holiday service is billed at the normal rates
No emergency service fees are charged
Remote tech support is included on all systems
Free access to the JPCI HelpDesk system is included
Phone support is
not included in this level (there is a $25 surcharge for requests not submitted via a support ticket)
Server maintenance (monitoring of system logs, application logs, backup logs and virus logs, with pager notification going to a technician on critical errors) is included
Annual on-site system cleaning included... just submit a ticket to schedule it
$100/server/month plus $75/workstation/month (All servers must be running Windows Server 2012R2 or later, and all workstations must be running Windows 10).

Platinum Level

All normal labor charges are covered 24 hours a day, 7 days a week
Top-priority response is given to Platinum Help Desk contract clients over all others
All
after-hours service is included (only emergency work is covered on JPCI holidays.. routine work will be scheduled for non-holidays)
All emergency service is included
Remote tech support is included on all systems
Free access to the JPCI HelpDesk system is included
Phone support
IS included in this level... we will create the support ticket for you as part of this premium tier of service (the emergency phone is for your admin staff only)
Server maintenance (monitoring of system logs, application logs, backup logs and virus logs, with email notification going to a technician on critical errors) is included
Annual on-site system cleaning included... just submit a ticket to schedule it
$150/server/month plus $100/workstation/month (All servers must be running Windows Server 2012R2 or later, and all workstations must be running Windows 10)

Hourly Services

Our hourly rate is $100/hour during JPCI business hours (Mon - Fri from 9AM to 5PM), $150/hour evenings and Saturdays and $200/hour Sundays and holidays.

Computer Maintenance
Hardware diagnostics, repair and routine maintenance ...
JPCI offers complete computer diagnostic and repair service. We set up new systems... upgrade existing systems.. troubleshoot operating system, driver and application problems.. diagnose and correct all kinds of “bugs, glitches and melt-downs”. As a Microsoft OEM System Builder and MCP, JPCI has direct tech support ties to Microsoft’s engineering staff.

Network Administration
Design, installation and maintenance of your LAN ...
We design, install and maintain all sorts of networks, from two user “peer-to-peer” to multi-server systems with fire-walled connections to the Internet. We can also set your business up with a secure Virtual Private Network via the Internet. Our experience in networks includes Windows 3.x/95/98/Me, Windows NT/2000 and Small Business Server, Novell Netware and several varieties of UNIX (as well as networks running all of these). Our goal is to set up your network so that you can take care of the routine administration without help from us.

Internet Connectivity
Hooking your LAN up to the Net ...
JPCI can help you get your business connected to the Internet, whether it’s a stand-alone system dialing in to America Online, a small network using one modem as a gateway for all the systems, or a permanent high-speed connection such as a cable modem, wireless spread-spectrum radio link, satellite, DSL or T1 line. We can even set up your own in-house web servers for electronic commerce (on-line sales).

Website Development
Creating and maintaining your website ...
Businesses all over the world are rushing to establish a presence on the Internet, whether to advertise their existence, to provide their clients with information, or to sell their products and services directly to web surfers around the world. JPCI can take care of every phase of this process, from obtaining your own domain name (yourbusiness.com) through creating your website and providing a server to host your site on. Once your website is up and running, we can keep it running, change the look periodically, and provide you with logs detailing what kind of traffic your site has been getting. A "Standard" website of ten to twenty web pages for which you provide the text and graphics in electronic form so we can just copy-and-paste and don't have to hand-enter everything) costs $1000.. An "Enhanced" website with lots of graphics, animations and page transition effects (or where we do all the work: taking digital photos or scanning your standard photos, typing in your text from hand-written or printed notes, etc.) costs $1500.. An "eCommerce" website with high-tech options such as streaming audio and video, online commerce, pager gateways and other online forms, eCommerce shopping carts, and online newsletters costs $2500. All website development fees include your web-server setup fees (required to place your site on the Internet), rating with ICRA (they rate the content of your site so it can be accessed by browsers with "objectionable content" filtering turned on) and submission of your new site to the top search engines. They do not include the monthly website hosting listed below.. you will be charged for one-half of the development fee in advance, and billed for the balance plus your hosting fees as soon as your site goes "live".

Website Hosting
Providing a home on our servers for your website ...
JPCI can provide virtual hosting for your website at extremely reasonable rates. Web hosting fees are $150 per year unless you are a JPCI HelpDesk client, in which case they are included in your contract. Below are some of the incredible features they provide to our customers:
* Your site is hosted on an Intel server that costs just under $15,000, with the latest dual quad-core Intel Xeon processors and RAID-10 storage using solid state drives
* There are over 300 systems running Red Hat Linux and Apache (the most popular combination on the Internet, and one of the most reliable.. 99.9% uptime is guaranteed), connected via high-speed switched Cisco managed routers. All servers are upgraded every 3-4 months to ensure that they are running the current state of the art in hardware.
* Multiple redundant backbones to the Internet: Four redundant DS3 fiber-optic lines going to some of the largest backbone providers in the world (UUNET, GTE & Global Frontier).. if one backbone goes down, three others are still available. A DS3 line handles 45 megabits/second of traffic, 27 times as fast as a T1 line (by comparison, most Internet Service Providers have a single T1 line to the Internet.. the largest in Central Oregon has a single DS3)
*Redundant backup systems for all hardware: Redundant web servers, tape-backup systems, battery-backup systems, onsite generators, air conditioning and waterless fire-suppression systems
* 24/7 monitoring by support technicians... real live people who make sure your website stays up, 24 hours a day, 7 days a week, 52 weeks a year
* More storage space and bandwidth that you could ever use

Training and Support
Formal classes and "help me NOW" phone support ...
Getting good hardware and software is only half the battle.. You have to know how to use it effectively if you want to be productive. Part of our commitment to our clients is providing on-site instruction in how to make the most of what you’ve got: learning to use the network productively.. being sure your vital data is getting backed up properly.. using electronic information systems to make getting the information you need easier and faster. We also offer both on-site and telephone tech support whenever you need it.. we can even troubleshoot your system remotely if you’d like us to! We can also host a "virtual classroom" with training streaming to multiple remote viewers simultaneously.