Support, Engineering & Emergency Retainer
One prepaid balance covers every kind of hands-on help — desktop support, engineering & project work, and 24/7 emergencies. Buy retainer in $250 blocks; nothing is ever billed in arrears.
How the retainer works
A support retainer is a pre-paid balance you keep on file. When you need hands-on help — a desktop fix, a planned project, or an after-hours emergency — the time is drawn down against your balance at the rate for that tier. Because the work is pre-paid, your retainer balance is always your spending cap: we never bill you in arrears or for a surprise you didn’t approve.
What your retainer covers
- Desktop / help-desk support — $2/min
- Onsite, project & engineering labor — $3.25/min
- 24/7 emergency phone support — $4/min
A retainer is not required to own ArcLight products, but all hands-on support requires a pre-paid retainer on file. We recommend keeping at least $250 per PC on file so an issue is never delayed waiting on a balance.
Labor rates drawn from your retainer
Pay by the minute — pick the lane that matches the problem. Every tier draws from the same pre-paid retainer balance.
Desktop Support Labor
- Email submitted support
- Call back support
- Remote support
Day-to-day end-user fixes — slow PCs, software installs, printer issues, whitelisting. Worked in the order received.
Engineering & Project Labor
- Email request to kick things off
- Engineering consultation scheduling link provided
- Call back support
Work that needs senior skill — network design, migrations, server configuration, larger projects.
24/7 Emergency Support
- Dedicated emergency phone number
- Top of the queue, ahead of all other work
- 1-hour minimum, then per-minute
Top-priority phone line for when the business is actually down. One-hour minimum per incident; any call to the emergency line is billed at the emergency rate.
Pre-purchase your retainer
Add retainer to your cart in $250 blocks — use the stepper to buy as many blocks as you need. No work is billed in arrears; your balance is always your spending cap.
- Email support — $2/min
- Onsite, project & engineering support — $3.25/min
- 24/7 emergency phone support — $4/min (1-hour minimum per incident)
- Top-up invoices sent automatically when your balance runs low
Blocks in cart:
1 block × $250