Muftasoft TM

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====== Tech Support Rates ======

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===== SUPPORT is a trademark of ATRC =====
 
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====== Remote Tech Support Contract ======

===== 1. Basic Help Desk/Technical Support =====
  * **Rate**: $25 - $45 per hour
  * **Typical Services**: Basic troubleshooting, software installation, password resets, system setup,...

===== 2. Advanced Technical Support =====
  * **Rate**: $45 - $75 per hour
  * **Typical Services**: Network issues, server maintenance, software configuration, settings for  reliability,...

===== 3. Specialized Tech Support (e.g., Reliable systems (Crack and idiot proof), System Administration) =====
  * **Rate**: $75 - $150 per hour
  * **Typical Services**: Specialized systems, database administration, cloud infrastructure management,...

===== 4. Managed IT Services (Monthly Contracts) =====
  * **Rate**: $1,500 - $5,000 per month
  * **Typical Services**: Comprehensive IT management, 24/7 support, network monitoring, regular maintenance.

===== Things to Include in the Contract =====
  * **Scope of Work**: Detailed services covered (e.g., troubleshooting, system monitoring, network maintenance).
  * **Response Time**: Agreed-upon response time for issues (e.g., within 1 hour for critical issues).
  * **Service Hours**: Whether support is 24/7 or limited to certain hours.
  * **Rates and Billing**: Define hourly rates, any minimum billing increments, and billing frequency.
  * **Duration**: Define the length of the contract (example : 3 years.)
  * **Termination Clause**: Conditions for terminating the contract from either party.


**Types of support available** 

^                                                               ^ Self-support  ^ Standard  ^ Premium  ^
| Access to our products                                        | Yes           | Yes       | Yes      |
| Access to our knowledgebase and tools in our customer portal  | Yes           | Yes       | Yes      |
| Access to support engineers during standard business hours    | No            | Yes       | Yes      |
| Access to support engineers 24x7 for high-severity issues     | No            | No        | Yes      |

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At the Applied Technology Research Center and Muftasoft, we offer specialized support options customized to meet the unique requirements of organizations in various industries and of all sizes. Our Enhanced Solution Support service is designed to minimize downtime and enhance confidence by providing access to senior-level engineers, along with resolution and restoration Service Level Agreements (SLAs). This support is instrumental in ensuring the continuous operation of your systems as you innovate, scale, and deploy solutions. Our team of expert engineers is well-versed in your specific environment, which allows them to quickly restore operations and identify root causes, helping to prevent future recurrences. They are readily available to assist with critical issues in your production environments, ensuring that you can consistently deliver the technology and services demanded by your clients. The Enhanced Solution Support offering is available for customers using Applied Technology Research Center's and Muftasoft's proprietary solutions.

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Rates updated 5 September 2024


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^ Engineer Level  ^ Years of experience  ^ USD Per hour  ^ USD Per visit in the city  ^ Minimum charge per incident (remote)  ^ USD Per day in another city  ^ Minimum days for another city  ^
| 1               | <2                   | 50            | 10                         | 15 Minutes                            | 30                           | 1                              |
| 2               | >2                   | 75            | 20                         | 30 Minutes                            | 45                           | 1                              |
| 3               | >5                   | 150           | 30                         | 30 Minutes                            | 60                           | 1                              |
| 4               | >10                  | 240           | 40                         | 1 hour                                | 80                           | 1                              |


[[products:ict:support:technical_support_levels|Technical Support Levels]]

 
^ Number of hours per month  ^ Discount percentage  ^
| 10                         | 5                    |
| 25                         | 10                   |
| 35                         | 15                   |
| 50                         | 20                   |
| 75                         | 25                   |
| 100                        | 30                   |
| 125                        | 35                   |
| 150                        | 40                   |
| 175                        | 45                   |
| 200                        | 50                   |

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===== Save even more. Save 20% by paying in LTC. =====

===== Existing customers can avail special discounts =====


Rates for projects and tasks can be estimated and provided in some cases. 

For larger projects, the task of making an estimate of resources required to complete the project is in itself a paid task so a feasibility study and estimate shall be done before the quote for the project.

A large project is one where the estimated working time is more than 100 hours. 

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====== Cost to Install one software like Duplicati on One Desktop ======

=== Estimated Costs ===

1. **Software Cost**:

- Depends on the license.

2. **Labor Cost**:

- **Installation Time**: Typically, the installation process takes about **1 to 2 hours** for a technician.

- **Transportation Rate**: Assuming a visit charge rate of **PKR 2,000 per hour** 

- **Labor Rate**: Assuming a labor rate of **PKR 2,000 per hour** (this can vary based on market rates in Karachi).

**Total Labor Cost Calculation**:
- For 1 hour: **PKR 2,000**
- For 2 hours: **PKR 4,000**

3. **Additional Costs**:

- **Configuration and Setup**: If the installation requires additional configuration (like setting up backup destinations, schedules, etc.), this might add another **1-2 hours**.

- **Cost for Additional Setup**: Again, assuming **PKR 2,000 per hour**, this could range from **PKR 2,000 to 4,000**.

=== Total Cost Estimation ===

- **Minimum Cost (1 hour installation + 1 hour setup)**: 

- Transport: **PKR 2,000** 

- Labor: **PKR 2,000 (installation) + PKR 2,000 (setup)** = **PKR 4,000**
  
- **Maximum expected Cost (2 hours installation + 2 hours setup)**: 
  - Labor: **PKR 4,000 (installation) + PKR 4,000 (setup)** = **PKR 8,000**

=== Summary ===

- **Total Estimated Cost to Install one software on One Desktop**: **PKR 4,000 to 8,000**

In one day our technicians can come from 8:00 to 18:00 allowing for 10 hours of work in a day. 

During this 10 hour day, they can install and expected 10 softwares. 

This way the cost can be as low as Rs 2000 ( Transport ) + Rs 20,000 labor. So the total for the day is Rs 22,000 for 10 software installation. This means that a lower rate of Rs 2,200 per software installation is possible for many softwares on laptops and desktops.