Antidote Consulting, Inc.

After-hours Support :Support hours are specified on a per-contract basis and may vary from client to client, or contract term to contract term. Troubleshooting and support needs which may occur from time to time outside of the hours specified in your support contract will be deemed as "after hours support." Unless stated otherwise on your support contract, after-hours support hours are further categorized as follows:

After-hours Evening Support
5:00 PM, Monday thru Friday - $225.00 per hour

After-hours Weekend Support
Any hours on Saturday or Sunday - $250.00 per hour

After-hours support is purchased in blocks of 4 hours, but at no time will there be a charge of more than 12 hours for any one calendar-day. After hours-support charges will be billed immediately to you and are due when an invoice for completed services has been presented.

Voided Service Contracts: If terms of the service contact are voided, such as if third party persons or vendors are found to have been allowed to access any of the resources managed under the service contract the requirement of AC to perform any functions may cease, indefinitely until a fair process can be established to investigate all aspects of the network architecture, and a thorough evaluation of all managed resources can be completed. This work shall be completed at AC's current standard hourly rate plus 10%. If no amicable resolution can be worked out amongst the parties and the remaining service term is less than 60 days it will be treated as if you opted to not renew your service contract and the terms below shall also apply. Any work that was to be completed under the terms of valid service contracts shall be deemed completed upon the voiding of any service agreement

Service Contract - Non Renewal: Should you choose the option to not renew your service contract you need to communication this option in writing at least 30 days prior (60 days prior if your renewal date falls between December 1st and January 31) to the end of your current service contract. As you know AC is a small business enterprise only take on a manageable client workload. This notice allows AC a fair amount of notice to contract with and provide services for other companies in your place. It also ensures that we do not turn down work or fail to pursue other work opportunities having an expected renewal of your service contract and the accompanying workload associated with your business. Failure to provide a minimum of the 30 or 60 days notice will result in a fee imposed at 10% of current contract plus 10% of any additional services that were already planned to be contracted.. Any support items that remain open at the end of a service contract will become the responsability of and retransitioned to whatever new IT resource your company has acquired.

Transitional Services: AC is not required to provide any transitional services. However, if transitional services are needed a minimum fee (to be paid up-front) of 25% of the current year's service contract will be applied. This will allow for up to 5 full business days of interaction with third party persons, contractors or designated internal employees
Any needed services beyond this allotment will be billed at AC's standard daily rate plus travel expenses. These service items are to be paid in full immediately upon completion rendering of service.

Please note: Any and all outstanding balances owed to AC, along with the transitional retainer must be paid in full before any transitional services will be rendered.

Transitional services are provided on a two-part basis. Prior to service cut-over AC will answer questions and or provide documentation based upon your specific request presented in writing. Administrator passwords and or administrator access will not be provided at this time. At the completion of this phase and the implementation of the service cut-over administrator access and a new administrator password will be provided. Please note: It will be the responsibility of your new support personnel to deal with any and all issues that arise from the change of the administrator account password. Please also note: AC may have installed propriatary and/or third-party software utilities used for support and troubleshooting on your network. We may also maintain files and folders containing information which help us to proactively and/or passively maintain and or monitor your network. These items are either the property of AC and/or licensed to AC and need to be removed either prior to or during the transition. If you opt for transitional services the coordinated removal of AC's property will be free of charge. If you do not opt for transitional services you will be invoiced at AC's standard daily rate (minimum of one day) You will also be invoiced at AC's standard hourly rate for all hours beyond the first full day.

Other Terms: In addition to the terms above the terms of your service contract will always apply. There may also be additional terms from those found either on your service contract or here in the online supplemental terms that could apply. This may include "addendum" terms found on the contracts of any or all additional interim expansion projects. As always, if you have any question, please do not hesitate to contact us at any time.

last updated - 05/01/09