Service Level Agreement Types

Time & Materials Service Level Agreement:

1. Time & Material Service Level Agreements are “Pay as You Go” Technical Support Services.
2. Time & Materials Service Level Agreements are comprised of the following Technical Support Levels:
   1. Training/Research Support
   2. Level I Technical Support
   3. Level II Technical Support
   4. Level III Technical Support
   5. Emergency Technical Support
3. Time & Material Service Level Agreement Hours of Operation are as follows:
   1. Monday thru Friday 08:00 A.M. to 05:00 P.M. (MST) (Holidays Excluded)
   2. Time & Material Service Level Agreement rates do not include After Hours Technical Support Services.
   3. Time & Material Service Level Agreement rates do not include Weekend Technical Support Services.
   4. If After Hours Technical Support Services or Weekend Technical Support Services are requested by the “CLIENT”, all labor will be billed at Level III Technical Support.