Support
Perconti Data Systems, Inc. is known throughout the
industries that it services for superior customer
service. If you are frustrated by endless phone trees,
automated assistance and response emails, and no
accountability from your service provider, we invite you to
experience PDS Support. Everyone talks about
customer service and support, we prefer to let our customers
and track record speak for itself. ~ Most of our customers have been with us for over 10 years and multiple product upgrades and improvements.
~ All of our customers have dedicated support developers that are responsible for providing support and making necessary changes.
~ Our customers have direct line phone support to their assigned developers.
Phone/Email Support Hours are Monday - Friday 8:30am - 5:00pm ET (excluding holidays)
Emergency Email Support Hours are 7am-7pm ET, 7 days a week.
Published Rates:
Hourly Rate: $150 per hour (4 hour minimum)
Onsite Rate: $1,500 per day plus expenses
Maintenance Agreement Customers
Hourly Rate: $100 per hour (2 hour minimum)
Onsite Rate: $1000 per day plus expenses
2012-2013 Holidays
Monday, January 2, 2012 - New Years Holiday
Monday, May 28, 2012 - Memorial Day
Wednesday, July 4, 2012 - Independence Day
Monday, September 3, 2012 - Labor Day
Thursday, November 22, 2012 - Thanksgiving Holiday
Friday, November 23, 2012 - Thanksgiving Holiday
(All dates after December 21, 2012 are subject to
the world not ending according to the Mayan calendar)
Monday, December 24, 2012 - Christmas Holiday
Tuesday, December 25, 2012 - Christmas Holiday
Monday, December 31, 2012 - New Years Holiday
Tuesday, January 1, 2013 - New Years Holiday
Annual Maintenance Plans
Almost all of our customers take advantage of the annual maintenance agreements that PDS offers. Annual maintenance is prepaid and offers service and support at substantially discounted rates as well as priority service over non-maintenance agreement customers. The maintenance agreements differ among the products that we offer relative to the customization of those products.
CD-Plus Maintenance Plans
Unlike traditional plans, our maintenance agreements are unique in that customers pay at a rate of a specified number of hours per month. Not only can the alotted monthly maintenance be used to make corrections and changes in the system, but they can also be used for training, consulting, and enhancements. All CD-Plus online customers are required to have a minimum of the silver maintenance plan. In April of each year, we publish the pricing for the following year's maintenance. The maintenance letter and information are listed below:
2012 CD-Plus Maintenance Information Letter (acrobat)
Sample Maintenance Agreement (acrobat)
Utopia Maintenance Plans
Utopia maintenance plans differ from the CD-Plus maintenance plans due to the nature of the utopia product. All of the utopia systems utilize the same code base, so all maintenance plan customers are entitled to receive all code updates during the maintenance year. Utopia plans also differ in contact methods. To keep costs low, we have several different methods of contact as well as one plan that includes time for report customization.
2012 Utopia Maintenance Information Letter (acrobat)
Sample Maintenance Agreement (acrobat)
Approved Support Interfaces
Our annual maintenance agreements require the customer to provide remote access in order to provide adequate support. Currently, we will accept the following methods:
VPN (Virtual Private Network must be a standard VPN interface or customer must provide software)
Remote Desktop
TeamViewer
Of course we will be happy to consider other solutions which will be added to this list as they are approved.
