Support, Engineering, and Emergency Retainer

Support, Engineering, and Emergency Retainer is a pre-paid fee that all support, engineering, and emergency requests are deducted from at the prevailing rates for each.

Prevailing Labor Rates

• $2 per minute for emailed support (excludes project and engineering support)
• $3.25 per minute onsite and project support and engineering.  Onsite does not include homes, primary residence, condo, apartments, or any other personal location.  Support is for customer owned commercial settings.  Client may choose to drop off computer at an ArcLight office space by coordinating the drop off.  Drop off service rate is the same as onsite, project support, and engineering rate.
• $4 per minute 24/7 emergency phone support (1hr minimum per incident $4 per minute after first hour)

ArcLight recommends a minimum support retainer of $500. For larger organizations (greater than 10 employees) or those with high demand on instant/emergency support we advise a minimum support retainer of $2,000. Organizations that repeatedly exceed support retainer this requiring mind month top-up will be required to increase retainer on file.

VERY IMPORTANT: ArcLight does not bill any support in arrears, after the fact, or post resolution.  This is very important to understand. The way ArcLight keeps our prices low is by limiting overhead such as chasing payments after work has been completed. ArcLight will monitor the amount of retainer on file and send top-up invoices to increase retainer when the amount falls below an acceptable level based on common support demand/utilization. Be sure you watch for top-up invoices and submit payment so that you aren’t stuck in the middle of an emergency waiting for a payment to clear before work can complete or even commence. To be absolutely clear: Under no circumstances will ArcLight engineers perform any work without available balance on a retainer. Any work being done will cease as soon as retainer runs out. Please don’t make us be the bad guys.  We really hate that!