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Table of Contents
Tech Support Rates
SUPPORT is a trademark of ATRC
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., Cybersecurity, 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 24×7 for high-severity issues | No | No | Yes |
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.
Rates updated 3 November 2023
| 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 |
| 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 |
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.