SMS proTECH Objective:
In order to provide the best service possible, SMS proTECH will provide constant communication and access with SMS proTECH Support Center. This support includes telephone and on-site assistance to remedy problems encountered with the LAN or WAN.

Response Time Guarantee Annual Fee:
SMS proTECH "Response Time Guarantee" is a service available to our customers to ensure immediate attention when critical networking and computer related problems occur. This program guarantees a response back to the customer promptly after SMS proTECH is notified. We can be notified during regular business hours by telephone or pager or through pre-arranged methods after regular business hours. After notification, SMS proTECH will respond to the customer via telephone or in person within a pre-determined amount of time. Times vary per contract depending on the crucial needs of the customer. For example, a 24-hour manufacturing facility may require immediate response while an 8-5 facility may require a 4-hour response time. The customer will have access to a pager number, which ensures contact to an SMS proTECH representative at all times. This "Response Time Guarantee" is a pre-billed service.

Pre-Paid Labor Hours:
This service allows for a quantity of labor hours to be purchased in the beginning of a contract period. As SMS proTECH technicians and network engineers perform labor, these hours are deducted from the pre-paid contract. Avoiding issuance of purchase orders and invoices as these activities occur can save valuable time and money. The customer is advised of their contract status throughout the life of the contract.

Contract Labor Programs:
SMS proTECH provides our customers the opportunity to have an IT professional contracted for short-term periods. This allows our customers to get immediate assistance on projects that they can't seem to implement due to a shortage of manpower or technical expertise. SMS proTECH contract labor program is a way to add technical expertise to your existing staff or to find a solution to a complex issue.

Available resources include:

• A+ Certified Hardware Technicians
• Citrix CCA, CCEA
• Microsoft MCP, MCP+Internet, MCSE, MCSE+Internet, CIP, ESA and AER
• Cisco CCDA, CCNA, CNDP, CCNP, IP Telephony, IP Wireless, IP Video
• Network Design and Consulting
• Network Project Management

Contract Maintenance Management:
In addition, SMS proTECH offers an outstanding service through our full-time Contract Manager who can help you avoid contract expiration surprises by organizing and renewing your network software and hardware maintenance contracts.

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