Your Partner Through Thick And Thin

	- For support during regular business hours, call: - 703-709-9210, option 2 For years, vendors dictated the type of support clients could obtain. The choices included 8x5 (Monday-Friday, during business hours), 7x24 (around the clock support), and on-site support for those instances when your needs call for a higher technical expertise at your site. Getting the peace of mind of having on-site support at your disposal was made prohibitively expensive by those vendors. Emergent OnLine, the leading server-based computing (Citrix, Terminal Server, Provision Networks) consultancy in the world, has devised a support offering to meet the most demanding needs of global clients, all while keeping it affordable and absolutely flexible. Besides making it the most flexible offering of its kind, EOL’s 99point9.com ensures that clients are in command, every step of the way. Through 99point9.com’s intuitive web-based navigation system, a user can track the resolution of their incident at their convenience – without being at the mercy of a callback from a technician.      99point9.com, the server-based computing industry’s most comprehensive support offering delivers: Expert telephone technical support services – around the clock Expert on-site support and consulting services Training services for Citrix, Microsoft, Provision Networks and VMWare On demand system and network audits Web access for opening new incidents and for tracking the resolution of incidents in progress Direct access to third level engineers from the first call Single point of contact for all your Microsoft and Citrix needs In order to accomplish this flexible offering, EOL devised the notion of virtual currency – or eTokens. eTokens can be acquired in packs of 50 or 100. This virtual currency is what allows you to obtain virtually any service from EOL. eTokens can be utilized as follows: 2 eTokens = Covers one incident (support request) 8x5, 2-hour response time, includes knowledgebase research and/or escalation and multi-vendor coordination. 3 eTokens = Covers one incident (support request), requires simulation of the customer’s problem in a lab environment. 4 eTokens = Covers one incident (support request), 24/7, 2-hour response time, available by phone only outside the normal coverage period. 15 eTokens = Covers a full day visit to the customer site for onsite support – excludes T & E. VARIOUS = Depending on the length of the class/training desired by the client, an appropriate number of eTokens would be utilized. Support Plan 99point9.com 50 eTokens Citrix Preferred 25 Annual Shelf Life Yes Yes Support Coverage – Business Hours (8:00 AM – 6:00 PM, Mon-Fri) Yes Yes Support Coverage – Off Hours (outside business hours, i.e. 7x24) Yes No Number of Contacts Unlimited 2 Number of Incidents (business hours) 25 25 Direct Access to 3rd Level Support Yes No Web Access for Opening Incidents Yes No Web Access for Progress/Resolution Yes No Web Access for EOL / Thin.net Knowledgebase Yes No On-Site Support Yes No System and Network Audits Yes No Training Services (Citrix, MS & VMWare) Yes No Price $5,500 $7,500/$7,126.25 (Gov.) Support Plan 99point9.com 100 eTokens Citrix Preferred Extend Annual Shelf Life Yes Yes Support Coverage – Business Hours (8:00 AM – 6:00 PM, Mon-Fri) Yes Yes Support Coverage – Off Hours (outside business hours, i.e. 7x24) Yes Yes Number of Contacts Unlimited 4 Number of Incidents (business hours) 50 50 Direct Access to 3rd Level Support Yes No Web Access for Opening Incidents Yes No Web Access for Progress/Resolution Yes No On-Site Support Yes No System and Network Audits Yes No Training Services (Citrix, MS & VMWare) Yes No Price $10,000 $25,000/$23,987.50 (Gov.)   top

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