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Support Policy
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| | | MDKS Support Request Changes | | | | Requesting Support | | Support Requests will be handled on a first come, first serve priority. To expedite projects, and maintain a development schedule, we have outlined our Support Policy. If you elect not to utilize a Maintenance Plan, these Standard Support Prices will be used on a per-incident basis, with a minimum 1 Unit (30 Min, 1 Hour, etc.) charge. | | | To request support, please fill out our Support Request Form. A link to this form may also be found in the top navigation of MDKS.Net.
Please refrain from communicating via phone and use our support system. | | | | Standard Support Prices | Support Request:
Phone Calls, E-mails, Technical Assistance. Which are not Error Related. | $20 Per 30 Minutes | Basic Flash Animations:
Dynamic Flash Animations Will Be Based Off Of The Total Flash And Code Eval. Time. | $60 Per Hour | Code Evaluation:
Includes New Coding, Modifing/Editing Code, Etc. | $30 Per 30 Minutes | Admin Charge:
Document Proccessing, Data Retrevial, Third Party Communication, Administrative Issues. | $40 First Hour, $25 Following Hours | Graphics Work:
Image Editing, Layout Changes, Graphic Requests, Print Material, Etc. | $60 Per Hour | Data Entry Without Graphics:
Populating Database Information (Without Graphics), Such as Adding New Products Or Categories, Etc. | $15 Per 30 Minutes | Data Entry With Graphics:
Look Above - Includes Graphics. | $40 Per Hour | On-Site Training:
2 Hours Min. Charge. Includes Travel Time. | $60 Per Hour | Phone Training:
Over-The-Phone Training/Tutorials. | $40 Per Hour | | Standard Rush Support | | Request Is Given Weekly Priority. Example:$40/hr reg, $80 Rush | 2 Times Standard Support Prices | | Standard Force Rush Support | | Request Is Given Daily Priority. Example:$40/hr reg, $120 Forced Rush | 3 Times Standard Support Prices | | | | Maintenance Plans | Default Plan:
Defualt Maintenance Plan | Payment Per Incident | 2 Hour Plan:
2 Free Hours Of Service A Month. You Save 10% A Month! | $90 A Month | 4 Hour Plan:
4 Free Hours Of Service A Month. You Save 20% A Month! | $167 A Month | 6 Hour Plan:
6 Free Hours Of Service A Month. You Save 30% A Month! | $234 A Month | 8 Hour Plan:
8 Free Hours Of Service A Month. You Save 40% A Month! | $288 A Month | | Maintenance Plan Extended Fees | Maintenance Plan Rush Support:
Still counts towards monthly hour total. | Uses Standard Support Prices | Maintenance Plan Forced Rush Support:
Still counts towards monthly hour total. | Uses Standard Rush Support Prices | | | Note: Once your monthly hours are used, billing will return to the Standard Support Prices above. Standard Support will require payment per incident. For example, if you were to call in five times, for five minutes each, for "Phone Training", it will cost $40 for each call. If you are on a Maintenance Plan, this 25 Minutes would be taken out of your overall monthly time.
Maintenance Plans will be billed the first (1st) of every month. Failure to pay within 2 weeks (14 Days) after the due date will result in a drop of your plan to Standard Support Prices on a per incident basis. Your plan will be reinstated the following month upon receipt of payment. |
| | | Other News/Changes | | Error Reporting | | Support Requests DO NOT include Error Reporting for Errors caused solely byMDKS. In order to be determined for Support Request exclusion, Errors are reviewed at the time the Error is Reported. Error Reporting Form.--> For a list of Known Issues, please see our FAQ/Help Section at www.mdks.net. | | News Bot | | We have recently created a new system to further enhance communication between MDKS and our associates. This system, currently termed the 'News Bot' connects directly to our server for news, posts, general information, etc everytime you login to the S.M.A.R.T. Site. Each time you login, you will see information like module updates, changes in hours, etc. We are also hoping to further connect to our system so you can see information refering to your site directly, like when a project is completed, etc. The News Bot is native to Version 4 of the S.M.A.R.T. Site system (not yet complete) and is being installed on all of our clients websites free of charge. This, however, is a time consuming process and will be done on a first come-first serve basis. If you would like to have the news bot installed sooner, contact us for the request. | | Server Notices | | As of late, we have been having troubles with some of our servers. If you appear to have trouble with the site coming up, please check your site email and/or News Bot (if accesible) for any information about server diffuculty to help prevent support charges. | | Emailing Notice | Below are some guidelines you may follow in the future for faster response times.
A)If you have kiosk questions, email them to Kelly (At)Mdks.net or Randy (At) Mdks.net.
B)If you are requesting support for Web Graphics, or are considering purchasing a new web site, Send an email to Graphics (At) mdks.net
C)If you have minor fixes (IE: Changing the website address), send an email to Josh (At) mdks.net
D)If you have an Upgrade request, Send a email to Kellie (At) mdks.net, with a cc to chuck (At) mdks.net and alan (At) mdks.net
E)If you are getting errors on your site, send an email to Errors (At) Mdks.net
F)If you have major customisation requests, send an email to Chuck (At) Mdks.net, with a cc to Alan (At) Mdks.net
G)If you are having troubles using the smart site system and need tutoring, you may send an email to Josh (At) Mdks.net, Alan (At) Mdks.net, or Chuck (At) Mdks.net.
H)If you have billing or other money related questions, send an email to Kellie (At) Mdks.net
I)If you are making suggestions for the Smart Site system, send the to Alan (At) Mdks.net, and Chuck (At) Mdks.net. |
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| | | | These policies are subject to change at MDKS's descretion. |
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