Technical support requests are managed through our acclaimed NOVATECH Team Services (NTS) program. This unique program offers end-users support alternatives that are further identified as Project Support Modules (PSM) or Maintenance Service Modules (MSM).

PSM
Customers seeking support for major project implementations are encouraged to take advantage of one or more of our Project Support Modules. PSMs have been structured to facilitate the evaluation, design, configuration and or integration of most network hardware and software components, including NOS elements (Novell, MS, or Linux/Unix) into the customer's network environment. Our staff also includes application development specialists (e.g. dbase, web-page, e-commerce, etc.). Since PSMs are tyically custom tailored to meet specific requirements, a thorough "needs assessment" must first be conducted before pricing can be quoted to the customer.

MSM
Maintenance Service Modules (MSM) address general "utility" or emergency support needs. Three sub-categories of maintenance service are currently available. These include:

Block-Time-Maintenance Service
A minimum block of 20 hours can be purchased at a time. There is no expiration period associated with this service - hours are used as they are required. This service option includes 4-hour response time for emergency calls only. Non-emergency requests, including those that fall outside the normal business day will be based on meeting a reasonable response time as agreed to between NSI and the client. B-T-M Service is paid in advance with issuance of a hardcopy P.O. prior to commencing work.

Customer Cost = $150.00 x n (n = desired hours)
2-hr. min. charged. Block time usage billed in 30 min. increments.

Time & Material Normal Service * - hardcopy P.O. required.
Customer Cost = $170.00 / hr.
Coverage = 8 A.M to 5 P.M. M-F.
2-hr. min. charged. This service billed in 30 min. increments.

Time & Material Emergency Service * - hardcopy P.O. required.
Customer Cost = $185.00 / hr.
Coverage = outside Normal Service noted above.
2-hr. min. charged. This service billed in 30 min. increments.


* B-T-M contract customers always have preference over T&M requests for service.