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.

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:

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