RITE Premium Support Time can be used for a variety of purposes – it can be used for on-site or remote (over the internet with our remote connection tools, requires a high-speed internet connection) troubleshooting, training, consultation, doing work you don’t want to do, and some small customization. Premium Support Time comes in two varieties, non-critical and critical/emergency (can be any time 24 hours a day, seven days a week). Read the RITE Support Agreement below for details on how we bill for different support circumstances.
RITE charges for support on the basis of time and sells support packages in hours. If you require special types of support the minutes of your support plan will be consumed at different rates. These rates are outlined below.
Premium Support Time qualifies as non-critical if all of the following conditions are met:
Premium Support Time qualifies as critical/emergency if any of the following are met:
Non-critical phone, email, remote control (to take control of your PC remotely), and non-critical onsite support is consumed on a 1 to 1 ratio.
Non-critical onsite support travel time is consumed at a rate of 1.25 minutes per mile round trip. These miles are calculated using Google maps, to your location from our office (located at 1001 2nd Street S. SUITE 100, Sartell MN 56377).
Critical support is consumed at a 1.5 to 1 ratio. An example would be if you needed a support agent on-site and they spent 60 minutes, it would consume 90 minutes of your support plan.
Lender equipment – If equipment needs to be borrowed from RITE to the client for temporary use there will be a shipping charge and a rental fee. If your equipment was purchased and installed by RITE you are eligible to be on our RITE Product Replacement Program.