Endnotes:

[1] BDR – Our “NO TOUCH” Backup and Disaster Recovery solution is an all-in-one server which allows ease of use and operation for clients with limited time and patience for standard backups.  There are no tapes to replace, no worry off-site push to not one, but two disaster recovery locations.  Read more at http://www.itampm.com/backupservices-howitworks.htm

[1] Break-Fix is the IT industry standard reference for referring to the support of technologies (hardware, software and network) which require repair, correction or re-configuration only.  At no time do Moves, Adds and Changes fall under the category of Break-Fix.  In regards to The V-Group MMP, Break-Fix will only cover items which were *included (*billed and paid) in the previous month’s retainer/statement.

ü       Will Break-Fix ever NOT cover Replacements of a bad part/equipment? – Yes.  Replacements are only covered under the MMP if the technician deems the PART to be defunct or he/she may work with the client to recommend a replacement if it is reasonably logical to do so.  At no time, does Replacement cover the labor for the replacement of an entire system, namely a PC, Server, Printer, etc.  “Replacement” labor is only available for replacing a part or parts which comprise an entire system.

[1] Moves/Adds/Changes are considered to be billable items within The V-Group MMP support offering.  These would include any of the following items.

ü       Moves – moves of equipment or staff from original location to an alternate location

ü       Adds – additions or new work or work to be performed on a new device (computer, server, pc, printer, router, switch, etc.) or for setting up a new user

ü       Changes – for any said reason if the client requests to make a change which is not required but requested

ü       When is work for a replacement covered? – The only time that labor for a Replacement (which may conceivably be mistaken for a Change) is covered is if a part/equipment is damage and a V-Group technician is unable to repair or resolve the ticket.  The V-Group does have the responsibility and will communicate with the client to ensure that both parties have willingly and fairly considered replacing vs. repairing the defunct product.

[1] Updates are considered to be actions which are required to maintain the product.  Updates are easily identifiable because they only come in software form.  Examples: When you are tired or frustrated with your old keyboard or monitor you don’t Update your keyboard or monitor, you upgrade it.  When traveling on business you call the office for UPDATES, not UPGRADES.