Travel Charges

For Zones 0-3:

As service is scheduled or required for a customer’s location; a travel charge will be billed at a percentage of the contracted service rate.

 

Zone 1

For Zone 1, a travel charge of 50% of of one hour of the defined service rate will be charged per onsite visit to the following zip codes:

 

46320
46321
46322
46323
46325
46327
60403
60404
60406
60411
60412
60415
60417
60419
60422
60422
60423
60426
60426
60428
60428
60428
60430
60431
60432
60433
60434
60435
60436
60441
60441
60442
60443
60445
60445
60446
60448
60449
60451
60452
60453
60454
60455
60455
60456
60457
60457
60458
60459
60462
60463
60464
60465
60467
60471
60472
60473
60475
60477
60478
60478
60482
60484
60487
60491
60491
60803
60805
Zone 2

For Zone 2, a travel charge of 75% of of one hour of the defined service rate will be charged per onsite visit to the following zip codes:

 

60525
60526
60540
60563
60564
60565
60566
60567
60502
60503
60504
60506
60507
60568
60572
60598
60126
60543
60446
60544
60585
60586
60187
60189
60560
60513
60534
60546
60527
60521
60522
60523
60558
60402
60440
60490
60154
60410
60404
60431
60435
60436
60481
60523
60532
60515
60516
60517
60559
60148
60555
60561
60181
60185
60186
46311
Zone 3

For Zone 3, a travel charge of 100% of of one hour of the defined service rate will be charged per onsite visit to the following zip codes:

 

60004
60005
60006
60007
60009
60015
60016
60017
60018
60019
60010
60011
60089
60090
60047
60074
60038
60055
60067
60078
60094
60095
60062
60065
60026
60025
60056
60169
60010
60067
60173
60179
60192
60195
60196
60159
60168
60173
60179
60193
60194
60195
60196
60107
60120
60121
60123
60124
60201
60202
60203
60204
60208
60209
60035
60037
60101
60191
60143
60103
60133
60105
60106
60339
60188
60116
60122
60128
60132
60197
60199
60133
60601
60602
60603
60604
60605
60606
60608
60609
60610
60611
60612
60613
60614
60615
60616
60618
60619
60620
60621
60622
60623
60624
60626
60628
60629
60630
60631
60632
60633
60634
60636
60637
60638
60639
60640
60641
60642
60643
60644
60645
60646
60647
60649
60651
60652
60653
60654
60655
60656
60657
60659
60660
60661

For Zone 4:

All travel will be billed to Customer as actual expenses are incurred.  These expenditures include, but are not limited to, transportation, hotel, and per diem.  Travel between the original client site and any other client sites will be charged at actual time spent.

 

Definitions of Service

 

Current Support Services List of Applications Supported at Level One. (10/26/2017) – This list describes what the ProviNET Service Desk has level one proficiency in. ProviNET Service Desk may provide support for applications not included, but there may be additional training and documentation required.

Workstation and Mobile Device Operating Systems:

ProviNET Solutions Support Services provides Windows OS support based on the life cycle of Microsoft. For the most current life cycle please visit: https://support.microsoft.com/en-us/lifecycle

  • Microsoft Windows 7-10 (*Note: Windows XP and older are no longer support by Microsoft)
  • Mac OS X 10.6 Snow Leopard – OS 10.12 Sierra
  • Android 4.4 (KitKat) – Android 8.0 Oreo
  • iOS 7 – iOS 11
  • Other workstation operating systems may be supported (ie Linux) for level one user support but this is to be discussed during onboarding and workflow discussions.
  • End user printing support
  • This includes all industry standard anti-virus applications such as: Symantec, McAfee, Microsoft Security Essentials, Kaspersky, Webroot, Trend Micro, and Webroot.
Server Support for Level One

ProviNET Solutions Support Services provides Windows Server OS support based on the life cycle of Microsoft. For the most current life cycle please visit: https://support.microsoft.com/en-us/lifecycle

  • Windows Server 2008-2016 (*Note: Server 2003 and older no longer supported my Microsoft)
    • This may include Exchange support, print server support, Active Directory support and file server support. This is limited to level one triage and support only.
  • Other server operating systems may be supported (ie Linux) for level one user support but this is to be discussed during onboarding and workflow discussions.
  • End user printing support.
  • Citrix support (Session management, password management)
  • VMWare support (Session management, password management)
  • This includes all industry standard anti-virus applications such as: Symantec, McAfee, Microsoft Security Essentials, Kaspersky, Webroot, Trend Micro, and Webroot.
Internet Browser Support

This is related to level one support such as configuring basic settings and resolving non-application specific technical issues with internet browsers.

  • Internet Explorer (within support of Microsoft life cycle)
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Wireless/SSID Support
  • Level one connectivity support with WiFi connectivity (i.e.: initial triage and troubleshooting of connectivity issues).
SaaS Model Password Support and User Administration

Password resets modules and user administration will be provided by ProviNET Solutions Support Services, provided the client is able to provide the required credentials. This list is not all inclusive and additional applications may be supported:

  • Office 365
  • Google Applications for Business
  • Netsmart Vision *
  • PointClickCare *
  • American HealthTech (AHT)
  • Rehab Optima
  • AccuNurse
  • Imprivata
  • MatrixCare application suite
  • Ability Riskwatch and Carewatch
  • The Worxhub
  • Paylocity
  • ADP payroll
  • PSMail
  • Kronos Timekeeping
  • REPS
  • Novatime
  • PowerDMS
Productivity Application Support
  • Microsoft Office 2007-current
    • Office, Excel, Powerpoint, OneNote, Outlook, (Please note: Applications such as Visio, FRx and Project are not included in standard office suite)
  • Office 365 (SaaS model of Microsoft Office, Sharepoint and Skype for Business)
  • Google business productivity applications
  • Email application support
    • Outlook, Office 366, OWS, Google Gmail, IBM (Formerly Lotus) Notes, POP Mail clients, PSMail, Groupwise
  • GoToMeeting
Life Safety Systems
  • Status Solutions SARA and Wandergaurd systems
Connectivity Application Support

This is for level one support only such as client configuration and troubleshooting connectivity. This is not related to the data center portion of remote applications.

  • Microsoft Remote Desktop Services
  • Citrix Receiver
  • VMWare Horizon
  • Cisco AnyConnect
  • Junos Pulse
  • Global Connect
  • Nagios
  • Watchguard
  • Barracuda VPN
  • Spiceworks
Remote Access Control Utilities
  • GoToAssist
  • LogMeIn
  • Teamviewer
  • ConnectWise Automate (Formerly Labtech)
  • Dameware
Mobile Devices
  • Apple products running supported iOS
  • Android tablets running supported Android OS