Offsite Policies

Offsite Policies

Access to your machine

Our default support method is to use on-demand access to your machine.

Unless requested we will not install or use unattended access software to remotely access your machine.

This means that unless we are invited we do not have access to your systems.

Support Levels

We have three levels of support individuals capable of doing remote support which are appropriately priced.

The junior support staff will take the inbound tickets an escalate as required.

We will not always have a junior support staff member.

Working Hours

  1. Remote Support is handled between 8 AM and 5 PM Monday through Friday and does not include statutory holidays.

Ticketing Process

  1. Client submits ticket to the C3 Support desk
  2. The agent will coordinate a time to do the support call

Pricing

Core Working Hours

  1. Minimum time charged is 15 minutes per issue/session.
  2. Time is then charged in 15 minute increments.

Outside Working Hours

Tickets received outside working hours will be looked at on the next business day.

If help is required immediately then the following applies.
  1. Minimum time charged is 30 minutes per issue/session.
  2. Time is then charged in 15 minute increments.
  3. Rates are increased
Please contact info@c3-solutions.ca for details on pricing.

Security

All employees have had a recent police background check but are not bonded.

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