Managed Services from Underground Colocation

The following support plans are available to Colocation and Dedicated Customers only. All equipment must me located in our data center. Customer account(s) must be current.

Bronze Support 8am to 7pm M-F

Included for all Colocation and Dedicated Customers
Response Time = 1 hour Monday – Friday 8am to 7pm CST
Service Limits = 15 minutes per incident
Hourly Rate beyond incident = $105 per hour

Silver Support 7x24x365

Response Time = 30 minutes Monday – Friday, 1-Hour otherwise
Service Limits = 1 hour per incident, maximum 6 incidents per year
Hourly Rate beyond incident = $105 per hour

Gold Support 7x24x365

Response Time = 30 minutes
Service Limits = 6 hours per incident, maximum 30 incidents per year
Hourly Rate beyond incident = $105 per hour

Incident Defined

An incident is defined as the reasonable resolution of one support issue based on customer request. If an issue consists of multiple problems, a separate incident will be required to solve each problem. The support engineer will determine what constitutes the creation of a new incident.

Important Links:

Service Level Agreement

http://www.undergroundcolocation.com/sla.htm

eSupport Trouble Ticket

https://www.undergroundcolocation.com/supportsuite/index.php