Question: Does Concentrics have a "Service Level Agreement" that covers thier response times?
Answer : All Concentrics customers are covered by our 4 hour response Service Level Agreement. Although our SLA is stated at 4 hours, most responses to support requests are handled in the first half hour.
Question: What types of guarantee does Concentrics provide to its customers?
Answer: Concentrics services are covered by a no-pay policy for services. If for any reason you do not feel the service met your satisfaction, then you do not have to pay for it. The only exception to this policy is provisioning and hosting fees.
Question: What kind of contract am I required to sign if I want to work with Concentrics?
Answer: As a Concentrics support customer you will be asked to sign a "Basic Client Agreement". This agreement can be cancelled at any time with thirty days notice. You are never locked in to a long term agreement. For Concentrics Hosted Services customer you will be asked to sign an agreement with an initial term of one to three years.
Question: What are your hours for support?
Answer: Our SLA (Service Level Agreement) provides for our guaranteed response time during normal business hours of Monday through Friday, 7a.m. to 5p.m. MST. Support outside these hours of operation including Weekends and Holidays are on a "best efforts" basis.
Question: Do you sell or provide hardware and software?
Answer: Concentrics is a reseller for a number of hardware and software product lines. We are a Dell Gold Partner and Microsoft Partner. We can also sell a number of other manufacturer's products, including HP. We will work with you to provide you with the best solution for your business.
Question: How does your hourly billing work?
Answer: Concentrics support services are provided on an hourly basis. We always bill to the nearest quarter hour. For on-site visits you will incur a minimum of one hour plus a portal charge. The portal charge varies based on your location. Most Denver Metropolitan locations are one half hour. Our Service Level Agreement provide for support at normal rates from 7a.m. to 5p.m., Monday through Friday, excluding holidays. Support for after hours, weekend or holidays are billed at time and a half.