Service Agreements

Keeping in step with our client needs means offering service agreements that strike a balance between the need to control cost and the necessity of productivity.
DES knows how difficult it is to run a business while "working around" down equipment, error-ridden desktops and crashing servers. That's why we've carefully designed our service package offerings to include "a-la-carte'" options that will make your selection a perfect fit.

Whether you select Platinum, Gold, Silver or Bronze support, each package includes both emergency and non-emergency response to any service issue. All agreements are month-to-month. You can also select payment options in monthly, quarterly and annual frequencies. By paying quarterly or annually, you can save up to 25% from the monthly rate. You may cover the most critical equipment under one service package, and the remaining, less critical equipment under a more value-based agreement to meet your support goals.

All Service Agreements Are Not Created Equal

When shopping the metropolitan DC area, one may be surprised to find that many of the service agreements are really "service discount agreements," offering open service rates, but at a reduced cost. These agreements only give priority in case of a service queue. They generally do not include parts. Not so at DES-- we only service small business, so you'll never feel left out because "the big guys come first." Our service agreements include all parts and have a labor cap that is based on a "service time bank" that receives a monthly deposits of time for each unit covered. Each month, a portion balance is carried to the next month. This "rollover" adds a cost cushion in case of emergency. If too much cushion is left at the end of the term, a lesser service package may be warranted. If the bank is overdrawn, DES will continue support at a 30% discount from the open rates, along with NET 30 billing. In addition, DES would offer strategies to improve agreement selection at the agreement renewal.

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