Definition: Emergency After Hours Support Service is that service performed by our staff at the specific request of the client for support after normal business hours of 8 am to 5 pm on weekdays and all day for weekends and holidays. Requests must be approved by a company official having authority to incur costs related to this service. This does not include certain projects scheduled by Technology Group personnel for strategic reasons.

Basis: Services provided via a 2 or 3 engineer escalation process on a best efforts basis

Conditions: Clients are asked to use discretion with after-hours emergency calls as this level of support does not provide for on-call service (see below), consequently support staff will have to re-arrange personal plans.

Cost: Hourly rate x 1.5

How: Just dial our main number, 860-524-4400, and listen for the instructions for emergency after hours support.

On-Call Support Service: Should non-emergency on-call support be required after normal business hours, this must be scheduled in advance and the on-call time will be billed at normal or after-hours rates as applicable.