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 (extended hours coverage)
•
Platinum
(24/7/365 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 2019, 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
after hours
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 2019, and all workstations must be running
Windows 10)
Gold Level
All normal labor charges are
covered Monday-Saturday from 8am to 6pm
Priority response
is given to Gold Help Desk contract
clients over Silver, Bronze or hourly clients, but after
Platinum clients
All service
is included Monday-Saturday from 8am till 6pm... service
outside these hours is billed at the normal rates
Sunday &
holiday service is
billed at the normal rates
No
emergency service fees are charged
during Gold level hours... a $100 response fee is charged after
hours
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 2019, 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 2019, and
all workstations must be running Windows 10)
Hourly Services
Our hourly rate is $110 during the hours covered under your contract level, $165 after hours and $220 on Sundays and holidays (with a one hour minimum), but hourly service is ONLY available to clients with an active monthly HelpDesk support contract... we do not offer "time and materials" service to non-clients
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.