Travel Charges

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.

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

46320

60426

60445

60463

46321

60426

60445

60464

46322

60428

60446

60465

46323

60428

60448

60467

46325

60428

60449

60471

46327

60430

60451

60472

60403

60431

60452

60473

60404

60432

60453

60475

60406

60433

60454

60477

60411

60434

60455

60478

60412

60435

60455

60478

60415

60436

60456

60482

60417

60439

60457

60484

60419

60441

60457

60487

60422

60441

60458

60491

60422

60442

60459

60491

60423

60443

60462

60803

   

60805

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

46311 60436 60522 60560
46373 60440 60523 60561
60126 60446 60523 60563
60148 60481 60525 60564
60154 60490 60526 60565
60181 60502 60527 60566
60185 60503 60532 60567
60186 60504 60534 60568
60187 60506 60540 60572
60189 60507 60543 60585
60402 60513 60544 60586
60404 60515 60546 60598
60410 60516 60555 60915
60431 60517 60558  
60435 60521 60559  

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

60004601036019660626
60005601056019760628
60006601066019960629
60007601076020160630
60009601166020260631
60010601206020360632
60010601216020460633
60011601226020860634
60015601236020960636
60016601246033960637
60017601286060160638
60018601326060260639
60019601336060360640
60025601336060460641
60026601376060560642
60035601436060660643
60037601596060860644
60038601606060960645
60047601686061060646
60055601696061160647
60056601736061260649
60062601736061360651
60065601796061460652
60067601796061560653
60067601886061660654
60074601916061860655
60078601926061960656
60089601936062060657
60090601946062160659
60094601956062260660
60095601956062360661
60101601966062461350

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. Client will be charged 50% of the time spent travelling to and from the client site for a maximum of 8 hours per travel day.  Time will be at the rate published on the order.

Definition of Services

Current Support Services List of Applications Supported at Level One. 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.

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 7-11 (*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.

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.

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
  • Level one connectivity support with WiFi connectivity (i.e.: initial triage and troubleshooting of connectivity issues).

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
  • 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 365, OWS, Google Gmail, IBM (Formerly Lotus) Notes, POP Mail clients, PSMail, Groupwise
  • GoToMeeting
  • Status Solutions SARA and Wandergaurd systems

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
  • GoToAssist
  • LogMeIn
  • Teamviewer
  • ConnectWise Automate (Formerly Labtech)
  • Dameware
  • Apple products running supported iOS
  • Android tablets running supported Android OS