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Enterprise-level Services & Price List
Cove Systems Services & Price List

Service & Support

Cove Systems normal service and support hours are 10:00AM to 5:00PM Eastern Standard Time (EST). Customers requiring regular support outside of these hours contact your account representative.

Target response time for support call and E-mails is four hours, it may take longer to resolve the incident. Shorter response time, extended hours and 7/24/365 support, are available, contact your account representative.

Remote services (including communications establishment) bill in 1/4-hour increments. On-site service requires an 8-hour daily minimum. Communication charges are billed monthly at actual cost plus 10%.

Conference calls with 3rd parties are billed at normal rate.

Current account information is always available in the Customer Service section of our web site: www.covesys.com.


Labor Rates

Configuration, support, consulting, training, and programming on Cove Products. Installation, support and/or administration of Linux and Windows Software & Hardware.
Associate$ 95/hr
Senior Associate$ 150/hr
$ 195/hr



Surcharges
  • Services provided during off-hours and/or past 8 hours per day incur a 50% overtime surcharge, as do weekend and holiday hours. Scheduled off-hours support is available at overtime rates (2-hour minimum).
  • On-demand service, when available, is billed at $250 per incident plus the relevant hourly rates.
  • On-site services incur a 20% surcharge.


Travel Policy and Reimbursement Rates
AirfareFlat Rate: Published IATA unrestricted fare.Actual Rate: The Customer may elect to pre-pay actual airfare, and incidental expenses, plus 10%. Note: When multiple customer visits are combined, on one same trip, only Flat Rate Airfares are prorated by billable days.
Hotel & Rental Car ChargesU.S.: Flat rate of $ 200/day, excluding extreme cost areas (L.A, New York, San Francisco, etc.) which are charged at actual plus 15%.International: Actual plus 15%
Per DiemUS Government published rates (minimum $32/day) will be charged for all on-site, travel and standby days.
Local TravelActual plus 15%
Travel TimeScheduled airline end-to-end trip time (rounded to the nearest hour), plus local travel time (if applicable), plus 2 hours. No overtime charge.
Standby daysBilled 8-hours.


Cove staff fly coach (Y) on flights up to 6 hours, and business class (B) on longer flights.

Cove Systems schedules trips with a maximum of one weekend away from home. Longer trips, if possible, require special arrangements, and incur additional costs
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