WHMCS SUPPORT

Remote Hands Service Plans:

PropelMWS Remote Hands Service provides professional support to customers requiring emergency, planned and routine maintenance. With 365 Remote Hands, customers are able to respond more quickly to emergencies, reduce travel time to and from the data center, improve uptime, and reduce the cost of infrastructure management and maintenance. With hourly service plans, volume discounts and 30-minute billing increments, customers are able to reduce their cost of infrastructure management.

Our qualified technicians are trained to be the eyes and hands for the management of your infrastructure 24x7x365. Remote Hands service is professional technical assistance at a moment’s notice and essentially an extension of your own staff. It’s a simple and convenient way to access your equipment without having to physically be there. Just give us a call and we’ll perform the tasks for you — we’ve got you covered.

PropelMWS provides a wide range of remote support while physically onsite or from a remote location.

Typical Remote Hands Services:

SERVER REBOOTS: Under a Service Plan, customer reboots will be free if under 15 minutes.

SERVER REFRESH:
Under a Service Plan, customer server swap outs will be charged in 30-minute increments.

RECEIVING OF SMALL PACKAGES: There will be no charge if the package weighs less than 5 pounds and only a signature is required to accept the item.

SHIPPING AND RECEIVING: Shipping and Receiving will be charged in 15-minute increments.

Shipping: Will be charged in 30-minute increments for the time it takes to pack the item. Additional charges may apply if materials have to be purchased to pack and ship items.

Receiving: Will be charged in 15-minute increments for the time it takes to receive and store the item. An additional storage fee will be charged for items stored for more than 2 weeks.

STORAGE OF EQUIPMENT: If a receiving ticket is not opened, packages will be stored at the site at no additional charge for no more than 2 weeks. After the 2 weeks additional monthly storage charges will apply.

RACK AND STACK: Assistance in racking and stacking equipment will be charged in 30-minute increments. Detailed, written instructions must be provided for all Rack and Stack activities.

CUSTOMER-REQUESTED AUDITS:
Audits requested by the customer will be charged in 30-minutes increments. Typical audit requests include cross-connect audits, tracing cross-connects, port audits, power audits and equipment location verification.

Data Center Remote Hands

Our data center technicians are on call 7x24x365. All Service Plans are limited to Normal Business Hours or Extended Hours and will be billed at the Billed Rate. Remote Hands usage beyond the included Service Plan hours is billed at $150 per hour in 30-minute increments. For customers without a Remote Hands Service Plan, PropelMWS Remote Hands services will be billed at $200 per hour in 30-minute increments.

Normal Business Hours are defined as Monday through Friday, excluding holidays, 7am to 4pm EST. Extended Hours are defined as Monday through Friday, excluding holidays, 7am to 10pm local time. After-Hours are defined as the hours that fall outside of Normal Business Hours or Extended Hours.

Remote Hands Services are performed by Site Technicians. All Remote Hands requests will be submitted via our Help Desk Portal, allowing a single point of contact for all customer support incidents. All requests are processed through a defined escalation path until resolved. Remote Hands Service Plans include prepaid service hours and guaranteed response times.

Hourly Support

À la carte support

$200

per hour

  • 24×7 Remote Support
  • Billed in 30-minute increments
  • Unused hours do Not accumulate
  • Cross Connecting Infrastructure
  • Backing Up Tape Swaps
  • Power Cycling of Equipment
  • Patch Cord Installation
  • Equipment Assistance
  • Verifying KVM Availability
  • Equipment Installation
  • Software Installation
  • Infrastructure Data Cabling
  • Equipment Inventory
  • Hardware Replacement
  • One-Time Pre-Scheduled Event
  • Routine Scheduled Events
Choose this plan

Enterprise Support

Essential for Large Web Hosts

$999

per month

  • 24×7 Remote Support
  • 10 hours of Services
  • Billed in 30-minute increments
  • Free 15 minute incidents
  • Unused hours Accumulate + Rollover
  • Cross Connecting Infrastructure
  • Backing Up Tape Swaps
  • Power Cycling of Equipment
  • Patch Cord Installation
  • Equipment Assistance
  • Verifying KVM Availability
  • Equipment Installation
  • Software Installation
  • Infrastructure Data Cabling
  • Equipment Inventory
  • Hardware Replacement
  • One-Time Pre-Scheduled Event
  • Routine Scheduled Events
Choose this plan

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Flexible Pricing

Flexible Pricing

Our “pay as you grow” pricing model converts fixed IT costs into variable costs and allows you to budget effectively. In other words, only pay for what you use when you need it.

Stay Focused

Stay Focused

Small Businesses have limited resources and time. PropelMWS helps you stay focused on growing your core business and not get distracted by complex web application problems, configuration & maintenance.

Security & Compliance

Security & Compliance

Is your software up to date? Audit your servers? Minimize the risks associated with maintaining client data, credit card numbers, sensitive competitive information and more.