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Service Maintenance Agreement Overview

SAGE Technology Solutions Inc.
1040 West Main Street
Mount Joy, PA 17552
Voice: 717.653.6641
Fax: 717.653.6651
www.sagetechs.com

Hospitals and long-term caregivers: Click here for Service Maintenance Options

SILVER Maintenance Plan
 GOLD Maintenance Plan
 PLATINUM Maintenance Plan
 Other Pricing Options Available
 Printable Version

 

Simplify your service needs! SAGE offers SILVER, GOLD, and PLATINUM Maintenance Agreements to protect your technology from life’s wear, worry, and worst-case scenarios.

Each plan covers routine maintenance, disasters, and everything in between. The SAGE Help Desk guarantees priority response to system outages. SAGE keeps quality parts on hand and provides manufacturer-trained specialists to swiftly resolve any failure. Annual inspections and status reports head off problems before they arise. Customize your SAGE Service Maintenance Agreement to cover either key components or the entire system.

If our full plans are not the right fit for your organization, SAGE offers pre-paid Blocks of Service. These present discounted technician labor rates and never expire. SAGE provides a summary report after each completed Work Order to track your technical hours, parts purchased, dollars used, and remaining balance.

Find peace of mind in a flexible, organized strategy that serves you and fits in your budget—without any surprises.

 

 

 
 Services SILVER GOLD PLATINUM
 On-Site Labor, Parts Repair, and Warranties Included Included Included
 Loaner Equipment Not Included Included Included
 Help Desk (7:00 am-5:00 pm) Included Included Included
 Remote Troubleshooting (7:00 am-5:00 pm) Included Included Included
 After Hours Support Not Included Included (for Critical) Included
 Major/Critical Outage Response Time 1 Business Day 4 Hours 2 Hours
 Minor/Non-Critical Outage Response Time 2 Business Days 1 Business Day 4 Hours
 Moves/Adds/Changes Response Time 3 Business Days 2 Business Days 1 Business Day
 Moves/Adds/Changes Labor Charge T&M T&M Less 7% No Charge (Once/Month)
 Time & Materials (T&M) Discount 7% 10% 12%
 Software Upgrade Installation Not Included Included Included
 Biennial UPS Battery Replacement T&M Less 12% Included Included
 Off-Site System Backup Not Included Not Included Included
 Monthly Dial-In Alarm & System Review Not Included Not Included Included
 Annual Incident Report Included Included Included
 Annual System Inspection Included Included Included
 Annual System Status Report Not Included Included Included

SILVER Maintenance Plan

Included in the SILVER Plan:

  1. On-Site Technical Labor, required parts repair, and manufacturer exchange warranties are provided for any system operational failure. Phone instrument exchanges are shipped the same business day if they are reported by 1:00 pm. Failures resulting from accidents, fire, water, acts of nature, negligence, misuse or vandalism are repaired on a Time & Material (T&M) basis (see Terms & Conditions).
  2. Access the SAGE Dispatch Center 24/7 to report problems and SAGE Help Desk to resolve them. Normal business hours are from 7:00 am to 5:00 pm Monday through Friday. Service is available After Hours on a T&M basis.
  3. Remote Troubleshooting is provided via modem or VPN. Normal business hours are from 7:00 am to 5:00 pm Monday through Friday. Service is available After Hours on a T&M basis.  Note: Remote support requires a modem and either a dedicated line to the phone switch or a VPN internet access account.
  4. SAGE responds to all major/critical outages within one business day. A critical outage is defined as total system inoperability.
  5. SAGE responds to all minor/non-critical outages within two business days.
  6. SAGE responds to all system Moves, Adds, and Changes (MACs) within three business days. MACs are billed on a T&M basis.
  7. All T&M labor not included in this Maintenance Agreement is discounted by 7%.
  8. For multi-year contract holders, Biennial UPS Battery Replacement is provided on a T&M basis discounted by 12%.
  9. To monitor any occasions of instability or malfunction in your system, and to document the responses to these events, SAGE logs and retains all of your service calls. Following each year of protection, SAGE provides you with an Annual Incident Report that details every support call, question, issue, and resolution.
  10. ANNUAL SYSTEM INSPECTION: SAGE completely reviews your system, its installed software, and its version updates. SAGE provides general maintenance, inspection, and cleaning.

                                                          GOLD Maintenance Plan

Included in the GOLD Plan:

  1. On-Site Technical Labor, required parts repair, and manufacturer exchange warranties are provided for any system operational failure. Phone instrument exchanges are shipped the same business day if they are reported by 1:00 pm. Failures resulting from accidents, fire, water, acts of nature, negligence, misuse, or vandalism are repaired on a Time & Material (T&M) basis (see Terms & Conditions).
  2. Loaner equipment is provided by SAGE stock during parts repair/replacement. Loaners are contingent upon the parts' availabilities in the SAGE stock warehouse.
  3. Access the SAGE Dispatch Center 24/7 to report problems and SAGE Help Desk Telephone Support to resolve them. Normal business hours are from 7:00 am to 5:00 pm Monday through Friday. Service is available After Hours on a T&M basis. The cost of After Hours assistance during critical outages is included in this Agreement.
  4. Remote Troubleshooting is provided via modem or VPN. Normal business hours are from 7:00 am to 5:00 pm Monday through Friday. Service is available After Hours on a T&M basis. The cost of After Hours assistance during critical outages is included in this Agreement. Note: Remote support requires a modem and either a dedicated line to the phone switch or a VPN internet access account.
  5. SAGE responds to all major/critical outages within four hours. A critical outage is defined as total system inoperability.
  6. SAGE responds to all minor/non-critical outages within one business day.
  7. SAGE responds to all system Moves, Adds, and Changes (MACs) within two business days. MACs are billed on a T&M basis discounted by 7%. The cost of intercom programming changes is included in this Agreement.
  8. All T&M labor not included in this Maintenance Agreement is discounted by 10%.
  9. Software Upgrade Installation is provided at no charge. This does not include the price of the upgrade or any necessary reprogramming related to data incompatibility.
  10. Biennial UPS Battery Replacement is included for multi-year contract holders.
  11. To monitor any issues of instability or malfunction in your system, and to document the responses to these events, SAGE logs and retains all of your service calls. Following each year of protection, SAGE provides you with an Annual Incident Report that details every support call, question, issue, and resolution.
  12. ANNUAL SYSTEM INSPECTION: SAGE completely reviews your system, its installed software, and its version updates. SAGE provides general maintenance, inspection, and cleaning. You receive a written Status Report of your system's operation in its entirety, a notification of any deficiencies or necessary upgrades, and an estimate for repair of the problems encountered.

 

                                                      PLATINUM Maintenance Plan

Included in the PLATINUM Plan:

  1. On-Site Technical Labor, required parts repair, and manufacturer exchange warranties are provided for any system operational failure. Phone instrument exchanges are shipped the same business day if they are reported by 1:00 pm. Failures resulting from accidents, fire, water, acts of nature, negligence, misuse, or vandalism are repaired on a Time & Material (T&M) basis (see Terms & Conditions).
  2. Loaner equipment is provided by SAGE stock during parts repair/replacement. Loaners are contingent upon the parts' availabilities in the SAGE stock warehouse.
  3. Access the SAGE Dispatch Center 24/7 to report problems, and SAGE Help Desk Telephone Support to resolve them. Normal business hours are from 7:00 am to 5:00 pm Monday through Friday. The cost of service After Hours is included in this Agreement.
  4. Remote Troubleshooting, including After Hours assistance, is provided via modem or VPN. Normal business hours are from 7:00 am to 5:00 pm Monday through Friday. Note: Remote support requires a modem and either a dedicated line to the phone switch or a VPN internet access account.
  5. SAGE responds to all major/critical outages within two hours. A critical outage is defined as total system inoperability.
  6. SAGE responds to all minor/non-critical outages within four hours.
  7. SAGE responds to all system Moves, Adds, and Changes (MACs) within one business day. You can schedule on-site service monthly for minor MACs (up to four hours/five stations at no additional charge). The cost of intercom programming changes is included in this Agreement.
  8. All T&M labor not included in this Maintenance Agreement is discounted by 12%
  9. Software Upgrade Installation is provided at no charge. This provision does not include the price of the upgrade, but does allow for necessary reprogramming related to data incompatibility.
  10. Biennial UPS Battery Replacement is included for multi-year contract holders.
  11. A backup for your system, updated whenever changes or inspections are made, is maintained offsite by SAGE. Note: Offsite backup requires a modem and either a dedicated line to the phone switch or a VPN internet access account.
  12. On request, SAGE provides monthly dial-in alarm reviews and system checks.
  13. To monitor any occasions of instability or malfunction in your system, and to document the responses to these events, SAGE logs and retains all of your service calls. Following each year of protection, SAGE provides you with an Annual Incident Report that details every support call, question, issue, and resolution.
  14. ANNUAL SYSTEM INSPECTION: SAGE completely reviews your system, its installed software, and its version updates. SAGE provides general maintenance, inspection, and cleaning. You receive a written Status Report of your system's operation in its entirety, a notification of any deficiencies or necessary upgrades, and an estimate for repair of the problems encountered.

 

OTHER PRICING OPTIONS AVAILABLE
BLOCK OF SERVICE - SAGE offers parts and labor in prepaid blocks of $4,000. A $4,000 block includes a 7% discount off of regular rates. An $8,000 block includes a 12% discount off of regular rates. For example, with an $8,000 block, the current SAGE $75.00/hour labor charge is discounted to $66.00/hour. Block dollars never expire. As services are performed, SAGE sends a summary statement outlining the size of the Block purchased, dollars used on the current work order, dollars used to date, and the amount remaining in the Block. Priority response and an annual Service Maintenance Inspection  and cleaning (scheduled by SAGE during non-peak hours) are included in and charged to the Block of Service Agreement. Note: Due to high demand for technical service, the discounted hourly rate is not applicable during the month of August. SAGE encourages you to schedule seasonal work early in the summer.

OPEN PURCHASE ORDERS - SAGE offers blanket Purchase Orders and Purchase Agreements. The minimum requested commitment is $2,000.  Use this option for billing convenience and fast releases by pre-approved staff.  This improves the ability of SAGE to promptly respond with technicians on site.

Other Custom Contracts are available upon request.

 

 
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