Managed Support

To simplify billing and reduce administrative overhead, Macktez recommends moving from a purely hourly support arrangement to one of Managed Support. The key differences are that we bill in advance, and for a fixed fee that includes up to a predefined number of hours. In addition to simplifying administrative overhead, Managed Support also includes quarterly check-ins with an assigned account manager, a custom web portal to streamline the submission and tracking of your support requests, and offers a discounted rate for the number of hours purchased in advance. While overages are billed at our standard hourly rates, the specific cost and number of hours included in your Manager Support plan is only a monthly commitment, and can be revised up or down as needed to meet your needs.

The following scope is covered in the initial setup of this service:

  • Set up Fresh Portal for support requests.
  • User training for Fresh Portal.

The ongoing services and tasks below are included in our regular monthly fee:

  • Reports of time spent in aggregate are available on request to invoices@macktez.com.
  • Includes a 30-minute, quarterly check in call with account manager.

Note that the following tasks and scenarios are excluded, and will be billed separately:

  • Changes to amount and hours go into affect on the 1st of the next month.