Terms of Service
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.
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:
60004 | 60103 | 60196 | 60626 |
60005 | 60105 | 60197 | 60628 |
60006 | 60106 | 60199 | 60629 |
60007 | 60107 | 60201 | 60630 |
60009 | 60116 | 60202 | 60631 |
60010 | 60120 | 60203 | 60632 |
60010 | 60121 | 60204 | 60633 |
60011 | 60122 | 60208 | 60634 |
60015 | 60123 | 60209 | 60636 |
60016 | 60124 | 60339 | 60637 |
60017 | 60128 | 60601 | 60638 |
60018 | 60132 | 60602 | 60639 |
60019 | 60133 | 60603 | 60640 |
60025 | 60133 | 60604 | 60641 |
60026 | 60137 | 60605 | 60642 |
60035 | 60143 | 60606 | 60643 |
60037 | 60159 | 60608 | 60644 |
60038 | 60160 | 60609 | 60645 |
60047 | 60168 | 60610 | 60646 |
60055 | 60169 | 60611 | 60647 |
60056 | 60173 | 60612 | 60649 |
60062 | 60173 | 60613 | 60651 |
60065 | 60179 | 60614 | 60652 |
60067 | 60179 | 60615 | 60653 |
60067 | 60188 | 60616 | 60654 |
60074 | 60191 | 60618 | 60655 |
60078 | 60192 | 60619 | 60656 |
60089 | 60193 | 60620 | 60657 |
60090 | 60194 | 60621 | 60659 |
60094 | 60195 | 60622 | 60660 |
60095 | 60195 | 60623 | 60661 |
60101 | 60196 | 60624 | 61350 |
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