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Comprehensive Services - Support Terms and Conditions for Support Compro presently offers a selection of maintenance plans designed to meet the growing demands of today's customers. Compro understands each customer has specific needs which is why these support programs can be tailored to fit the unique requirements of the customer. The monthly rate is determined by the equipment configuration and proximity to an Compro Service Office location. Rates apply to coverage during the Principal Period of Maintenance (PPM), which is 8:00 a.m. through 5:00 p.m., Monday through Friday, excluding holidays. The services provided are based upon the selected service plan. These plans are available at fixed monthly rates for ease of budgeting. The minimum term is one year. All TDM's must be returned to Compro upon cancellation of the hardware support contract. Hardware Maintenance Programs
Other Support Offerings
Other Services Maintenance contract service coverage does not include customer requested de-installation/reinstallation of equipment. Installation and de-installation will be performed at time and material rates. If a firm fixed price is required, installation will be Home Office Quote. Senior Consultants Labor Rates
Per Call Services - Time and Material (Hardware and Software) For services requested which are not covered by maintenance contract, standard Per Call service charges will apply. Rates
All on-site labor includes travel time (portal to portal). Labor charges will be in minimum increments of half hour periods. Fractional hours will be prorated to the nearest half hour.
(When incurred beyond a 50-mile radius from an Compro Service Office location):
Between 51 - 100 miles - additional $150. per month Between 101 - 150 miles - additional $250. per month Between 151 - 200 miles - additional $350. per month Between 201 - 250 miles - additional $550. per month Between 251 - 300 miles - additional $650. per month Between 301 - 350 miles - additional $750. per month Travel distance over 350 miles will be priced as home office quote. All references to travel distance, as applied to service support price surcharges, will be measured against the shortest driving distance from the supporting Compro Service location to the Customer site. Resident or Site-Based personnel are available to maintenance agreement customers through the appropriate Compro Sales Representative. Pricing is Home Office Quote (HOQ). Customers located within 50 miles from an Compro Service Office location may extend the Principal Period of Maintenance (PPM). The extension must be contiguous with the PPM. The coverage may be exercised or modified upon 60 days prior written request. The minimum as well as the coverage is based on a percentage of the monthly maintenance rate (MMR). For customers outside the 50 mile radius, additional surcharges may apply.
Holidays will be included at no additional charge for customers contracting for 7 days per week coverage. Standby repair service may be required by Compro maintenance contract customers for job operations being performed after regular business hours. Compro maintenance contract customers located within 50 miles of an Compro Service Office location are eligible for Standby After Hours Service on a per request basis. Approval by the Real-Time Operations Manager is required. For customers outside the 50 mile radius, additional surcharges may apply. All customers must give notice of their request for Standby Service to the Customer Support Center,
The Call-in Service Charge is added to the Standby Charge when Service is required. Call-in hourly rate includes labor and travel time, portal to portal, with minimum increments of half hour periods. The rates for Standby After Hours Services are non-discountable. Volume Discount
Does not apply to subscription services (Software Update Service) or Alpha Software Support Products. Other Information Minimum On-Site Support Charge The minimum annual charge for on-site support from Compro is $6,000. per site within a designated support area. An additional charge may be applied for service outside a 50 mile radius of a service area. This minimum charge applies to the PHS and SHS programs, and is exclusive of any applicable discounts. Due Date Payment terms are net 30 days from the date of invoice. Maintenance charges will be billed monthly in advance or annually in advance as appropriate. All other charges will be invoiced upon completion of the service. Late Payment Maintenance charges which are not paid when due shall be subject to interest at one and one half percent (1-1/2%) per month, but not in excess of the lawful maximum, on the unpaid balance. If the charges remain unpaid, the cost and expense of collection, including reasonable attorney's fees, will be due and payable. Compro reserves the right to discontinue service if charges remain unpaid. Cancellation Charge After the initial commitment period (one (1) year unless stated otherwise), Compro must have 90 days prior written notice before terminating a service agreement. Taxes Prices contained herein are exclusive of any sales or use taxes. Such taxes, if applicable, will be charged to the customer. Customers claiming tax exempt status shall provide Compro with all appropriate exemption certificates. Warranty All repaired, exchanged and time and material parts are warranted for one hundred and twenty (120) calendar days from the date of repair, excluding labor. Shipping Shipping charges to an Compro Service office location are the responsibility of the customer. Compro Service Office Locations All on-site labor pricing for both support contract service coverage and time and material customers are for service conducted within the standard service area of 50 miles from one of the Compro Service locations listed below. 105 East Drive Melbourne, Florida U.S.A. 32904 FIELD LOCATIONS: Arizona, Yuma
Arizona, Phoenix Florida, Melbourne MODEL NUMBERS/ORDERING INFORMATION All Compro products are identified by unique model numbers. Customer Services model numbers are the same as the product model numbers with the addition of a two-digit prefix. The first digit of this prefix denotes it is a Customer Service product (F) and the second digit denotes the type of service (i.e., Premier, Standard, SUS, etc.). The breakdown of these prefixes are as follows: FL = Premier Hardware Support Note: All 91 Series computer systems bundle the operating system and other software products with the system price. As a result, there is a separate price for hardware and software maintenance. The software maintenance price will appear in the software section and the hardware maintenance price will appear in the hardware section of the Customer Services Price List. The base part number will remain the same but the service two-digit prefix will change. All contract maintenance service pricing listed in this price list is represented in Monthly Maintenance Rate (MMR) dollars, with the exception of Software Update Service (SUS) and Mature Software Support (MSS) which are represented in Annual Support Rate (ASR) dollars. MMR = Monthly Maintenance Rate ASR = Annual Support Rate |
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