Introduction

Time and Materials Pricing

Often used for ad-hoc or project work, minimums and travel fees may apply for on-site service depending on the client's geographic location. Work conducted is reactionary as we only respond when contacted by the client and is not covered by a Service Level Agreement (SLA).

IBS structures our technical staff into four levels - Level 1 is an apprentice-level technician, Level 2 is a help-desk or field service technician, Level 3 is a Certified Administrator or Engineer, and Level 4 is a Senior Certified Administrator or Engineer with over five years experience and advanced project-management skills – and each level bills according to a tiered rate structure.

Please note: Effective January 1, 2012, all clients that wish to contact us for remedial break/fix service MUST have an active support agreement in place. Therefore, ad hoc work will no longer be conducted on a T&M basis after this date.

Block Time Service Agreements

Often used by clients that only require services on a periodic basis, our Block Time Service Agreements work on a traditional dollars-for-hours basis. Work conducted is debited from an available balance according to a tiered rate structure. Minimums and travel fees may apply for on-site service. Often used for break/fix support, we can also pre-schedule routine maintenance and tasks when requested by the client. Pre-payment is required and an available agreement balance must be kept, and in return we offer an accelerated SLA for acknowledgement and scheduling of service requests. However, response time SLAs for technical work are only available if monitoring agents are deployed on the systems requiring service, provided through one of the Support Agreements listed below.

Essential Support Agreements

To enable IBS to offer the most efficient service possible, IBS offers Essential Support Agreements. These agreements include the deployment of monitoring agents, automated antivirus software and updates, automated Microsoft security patch management, and select third-party patch management to proactively address the most likely causes of disruption of a reliable end-user experience, while enabling expedited remote support from the IBS Call Center. Pricing is based on a per-FTE (Full-Time Employee) basis. Any remote or on-site support services conducted would be billed separately at our Time and Materials rate, or debited off of a separate Block Time Services Agreement. Any project work would be billed separately at either our Time and Materials rates or a fixed Project Price, determined at the time the project is quoted. Please inquire for more details.

Advanced Support Agreements

For customers looking to engage IBS for extensive remote support of their environment, IBS offers Advanced Support Agreements, where all IBS support services conducted remotely to maintain an environment is available for a flat monthly fee. Pricing is based on a per-FTE (Full-Time Employee) basis. Any on-site services conducted would be billed separately at our Time and Materials rate, or debited off of a separate Block Time Services Agreement. Any project work would be billed separately at either our Time and Materials rates or a fixed Project Price, determined at the time the project is quoted. Advanced Support Agreements include the deployment of monitoring agents, automated antivirus software and updates, automated Microsoft security patch management, and select third-party patch management as part of the agreement. Clients must operate IBS-implemented or approved infrastructure to qualify for an Advanced Support Agreement. Please inquire for more details.

Complete Support Agreements

For customers looking to engage IBS for more thorough support of their environment, IBS offers Complete Support Agreements, where all IBS support services to maintain an environment, conducted both remote and on-site, are available for a flat monthly fee. Pricing is based on a per-FTE (Full-Time Employee) basis. Any project work would be billed separately at either our Time and Materials rates or a fixed Project Price, determined at the time the project is quoted. Complete Support Agreements also include the deployment of monitoring agents, automated antivirus software and updates, automated Microsoft security patch management, and select third-party patch management as part of the agreement. Clients must operate IBS-implemented or approved infrastructure to qualify for a Complete Support Agreement. Please inquire for more details.

Ultimate Support Agreements

For clients looking for IBS to make a commitment as their outsourced IT vendor, IBS also offers Ultimate Support Agreements, where all IBS services including remote and on-site support AND project work is included for a flat monthly fee. Pricing is based on a per-FTE (Full-Time Employee) basis. Project management fees and after-hours support premiums would be billed separately. Ultimate Support agreements also include the deployment of monitoring agents, automated antivirus software and updates, automated Microsoft security patch management, and select third-party patch management as part of the agreement. Clients must operate IBS-implemented or approved infrastructure to qualify for an Ultimate Support Agreement. Please inquire for more details.