// Home/ Solutions/ IT infrastructure / Package of hours

Package of hours

In order to be able to call upon the services of an IT engineer in the event of a problem with your computer population, you have acquired a Package of Hours. This package is composed of a certain number of points to be applied against our interventions, telephone help and distance help services.

The advantages of the Package of Hours

	Preferential rate: NETiKA offers a preferential rate to clients who have opted for such a package. This formula enables you to budget your IT expenditure, while limiting accounting management time.
	Monthly statement: Every month, we send you a monthly statement of the services provided, as well as confirmation of your available points. This means that you know your exact situation.
	Validity: The duration of these packages varies from one to three years, according to the importance of the package chosen.
	Priority intervention: When you reserve a Package of Hours, we guarantee priority intervention.

Financial description

NETiKA proposes Packages of a different vale. Each Package has a total number of "points". These packages are paid in advance and start to run from the date of payment of the invoice.
The invoice is payable at 30 days, but you benefit from a discount of 2% for any payment within 5 days of the date of the invoice.
When your Package has been fully used, it is renewed by tacit agreement for a like amount, unless cancelled by you.
Implementation
When we intervene – on site, via our helpdesk or eMonitoring – we apply our services against the package. The number of points deducted depends on the profile of the engineer called out (Network Administrator, System Engineer, etc.). A statement listing the different interventions and the balance of the package is sent to you monthly.
This Package of Hours is complementary with:

• extended guarantees of computer manufacturers – such as HP CarePack, Cisco’s SmartNet, etc. – guaranteeing rapid repair.
• The eMonitoring formula and remote maintenance of your IT infrastructure

An example

You have signed up for a package worth ?5,000, i. e. 290 points.

It is 8h30, your Exchange server has crashed. You call us, we send you as priority response one of our System Engineers. He is in your offices by 9h50. At 13h05, the problem has been solved, you are once again able to receive your eMails.

From your package we deduct 13:15 -9:50 = 3.5 H + 1 H for the out call, i. e. 4.5 H at the System Engineer rate (4.8 points/H), i. e. 4.5 * 4.8 = 21.6 points.