Support Packages & Service Agreements

DeckerWright Corporation provides a variety of support options for our customers. Customers may select from Depot, On-site, Remote Access and Telephone support. All of our support options are available on a time and material basis to customers who are credit approved or have major credit cards.

Support Service Agreements

We also offer a variety of Support Agreements that bundle:

phone support
pre-paid hours
discounted hours
site services

The service agreements are bundled into cost effective packages which provide the customer with support options to meet their needs and budgets.

Customers can choose from one of four contract options, Platinum, Gold, Silver and Bronze. All four options offer a maximum response time of 4 hours and a free annual Network Health Visit.

PLATINUM	The Platinum Contract offers 16 phone support calls, 85 hours of on-site support for servers or clients, and discounted on-site service rates of over 16% versus time and material rates.
GOLD	The Gold Contract offers 8 phone support calls, 22 hours of on-site support for servers or clients, and discounted on-site service rates of over 12% versus time and material rates.
SILVER	The Silver Contract offers 6 phone support calls, 5 hours of on-site support for servers or clients, and discounted on-site service rates of over 8% versus time and material rates.
BRONZE	The Bronze Contract offers 3 phone support calls and discounted onsite services rates of over 4% versus time and material rates.

Support Service Agreements

Depot Support	On-Site Support
With Depot support, the customer brings their equipment to our facility at 628 Shrewsbury Avenue in Red Bank, NJ. Work such as operating system and application setup, virus remediation and hardware upgrades are performed in our service facility. Our Depot billing rates are our lowest hourly billing rates and offer the customer the best support value. After the work is completed, the equipment is picked up by the customer.	With On-site technical support, our technical consultants come to your location to provide the services you need. We provide support for most Intel based computers with Microsoft operating systems and network equipment from Cisco, 3COM, HP, Netopia, SonicWall, NetGear and Linksys are also supported. On-site support is available in Monmouth, Ocean, Middlesex and Mercer counties. Support services include client computer setup and deployment, server setup and installation, and printer setup and installation. The technical staff has worked with most major software applications including QuickBooks Pro, GoldMine, Act, and many industry specific applications (see Markets for more information).
Remote Access Support (RAS) (RAS)	Telephone Support
RAS has become a popular option for existing customers. Using remote management tools such as Microsoft Remote Desktop, Venti Solutions LANDesk®, and telnet our technical consultants are able to enter customer’s networks and resolve problems on client computers, servers and networking equipment. This is not only less expensive than on-site support, but it also provides the customer with faster problem resolution. RAS is billed on an incident basis, with an incident defined as up to 30 minutes of support. A single support event may consume multiple RAS incidents. Many of our customers choose to schedule Remote Access Support. Our technicians will perform routine maintenance such as installing software upgrades, performing disk maintenance and verifying backup and anti-virus status. These visits help to identify and correct potential problems before they become critical. To speak to a technician dial 732-747-9373. Once you have contacted one of our technicians you will be given instructions on how to access our remote support tools.	We also provide phone support. A phone support call includes such things as: answering configuration questions helping to resolve error conditions walking through a task such as mapping a network drive or coordinating with third party software companies and service providers Phone support is billed on an incident basis, with an incident defined as up to 30 minutes of phone support. A single phone support event may consume multiple phone incidents.