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Eggplant Extended Support Program

What is Extended Support?

Eggplant Extended Support is a low-cost support contract program that guarantees you priority in your tech-support needs. Extended Support members are guaranteed a higher-level of responsiveness and priority over regular customers. It is created for our clients that require a higher level of service and support. As an Extended Service customer your technology needs are our priority.

What’s Included?

24-Hour Toll-Free Telephone Support: Direct phone access to Eggplant when you need it.
Email Support: Of course.
Guaranteed Turnaround Time: Guaranteed 24-hour turnaround time for support incidents.
Emergency Support: Top-priority attention for emergency incidents (we drop everything).
Reduced Hourly Rate: Up to 25% off our normal hourly rate.

Comparison

	Telephone Support	Email Support	24-Hour Phone Support	Incident Turnaround Time	Emergency Support	Hourly Rate
Non-Extended Support Customers	No	Yes	No	48+ Hours	No	75 USD
Extended Support Basic	Yes	Yes	Yes	24 Hours Guaranteed	Yes	65 USD
Extended Support plus	Yes	Yes	Yes	24 Hours Guaranteed	Yes	60 USD
Extended Support Premium	Yes	Yes	Yes	24 Hours Guaranteed	Yes	55 USD

Pricing

The Eggplant Extended Services offers three levels of support:

Level of Support	Hours Per Month of Support Provided	Hourly Rate for Work Exceeding Allocated Hours
Basic $119/month	2	65
Plus $275/month	5	60
Premium $499/month	10	55

Requests for new service are not considered user support and are not billed as such.