After Hours Support

The Kryptiq After Hours Support Policy is designed to provide professional support services for customers seeking additional service outside of normal business hours. Normal business hours are 6:00am to 5:00pm PT Monday through Friday. After hours support applies to work done outside normal business hours, on weekends, or Kryptiq holidays (Kryptiq holidays). Services provided typically include upgrades to production environments or new installation of software. 

To request After Hours Support, please e-mail a request to support@kryptiq.com. Kryptiq will follow up by sending an After Hours Authorization Form which needs to be signed and returned to Kryptiq at least one week (seven [7] calendar days) prior to the specified time requested. The signed After Hours Authorization Form should also have a description of the work requested and a preferred time of when the work should be performed.  You may also or fill out the After Hours Authorization for Professional Services form and send that in as well (see below).

Kryptiq will bill a minimum of three (3) hours of Professional Services Requests for After Hours Support at a rate of $350/hr.  In the event the scheduled activities take longer than the three (3) hour minimum, Kryptiq will charge for any service hours beyond the scheduled three (3) hour minimum at the After Hours Kryptiq Professional Services rate.

Kryptiq will identify the appropriate personnel to support the customer during the After Hours Support request.  However, Kryptiq cannot guarantee a resource will be available for requests received less than seven (7) calendar days from requested date of service.

If the After Hours request or the Authorization for billable services submitted from the customer is received less than seven (7) calendar days from the scheduled date, and a resource can be made available, an additional charge of $2,100.00 will be added to the After Hours Support bill. This charge is ancillary to the above information and any additional fees incurred.

Downloads

Kryptiq_Professional_Services_Quote_AH.pdf

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