PerformanceIT provides two annual support and maintenance options to cover upgrades and ongoing usage to ensure the optimum performance of your ProIT software -- and the maximum benefit to your business.

Standard Care

For the latest in Web-based support and product updates, it’s easy to access our customer support Web Site. Services include online request for customer support assistance, online case tracking and status updates, access to our knowledgebase with solutions to previously asked questions or problems and much more.

Premium Care

For questions that require custom attention, we offer Premium Care. Premium Care Support customers receive all the features of Standard Care plus toll free direct phone support provided by certified ProIT engineers 24x7, priority routing of issues, expedited response, remote diagnostics and automatic back-up and recovery service for ProIT configuration files. PerformanceIT support engineers are trained not only on our technology but also on industry best practices to ensure that your network, systems and application management and monitoring are fully optimized.

Feature	Standard Care	Premium Care
Coverage	Monday through Friday 8:00 AM to 5:00 PM Eastern Standard Time (EST), excluding holidays	Twenty four hours a day, seven days a week
Response Time	Next business day	4 hours
Support initiation access	Online only	Online or telephone
Number of Named Key Contacts	4	10
Support incidents per month	2	5
Automatic back-up and recovery service of ProIT Configuration files	NA	Included
Cost per incident outside of coverage	$60 first 15 minutes, and $20 for each 5-minute increment thereafter. Maximum $395 charge per incident.	$60 first 15 minutes, and $20 for each 5-minute increment thereafter. Maximum $395 charge per incident.
Knowledgebase and online user forum	Included	Included
All Updates of the Licensed Software and related information and documentation	Included	Included

Note: Terms and conditions of support, support features, pricing and support availability are subject to change at any time without notice.

(1) Assisted support is available for ProIT versions 2.5 or higher.

(2) Inquiries are limited to the following ProIT product areas: installation, upgrade assistance, and basic functionality. An incident is defined as (a) a single issue or problem that a registered support plan user asks a support representative to analyze or resolve, (b) a product-usage question that involves a single feature of ProIT, or (c) a single question on a specific IT management topic. The technical support representative will determine how many incidents will be handled during the course of the telephone or electronic contact.

(3) Response times are a goal and are not guaranteed. Excludes occasional downtime due to system and server maintenance, and events beyond our control.

(4) Remote diagnostics and back-up recovery service takes effect15 business days after the date of plan purchase and require secure connectivity by PerformanceIT via VPN access or other agreed to methodology.