Pricing - Corporate Solutions

Pricing is on a per call basis and is determined using these three steps:

1. Monthly call volume

2. Hours of coverage

3. Services to be provided

Your price per call declines as your monthly call volume increases. In other words, the higher the call volume commitment you can give to us, the lower the price per call. If you don't know your current monthly call volume we can help you determine your call volume using our Pilot Program. Again, the three steps for determining pricing are:

1. Establish Monthly Call Volume

Together, we need to determine your minimum monthly call volume. If you already know how many calls you take on a monthly basis, we can use that figure. If you are not sure, you can use the Pilot Program to determine your monthly call volume.

Here's a simple rule-of-thumb you should use when considering your monthly call volume:

1. The higher the monthly call volume commitment, the lower the price per call.

2. The lower the monthly call volume commitment, the higher price per call.

2. Determine Hours of Coverage

The key question for you here is whether your hours of support coverage are typical business hours Monday through Friday, or do you need something like 5x24 or 7x24 support. There are typically premiums associated with 5x24 or 7x24 support. If you require foreign language support then consider what hours of coverage you will need and what time zone calls will originate from. For example, do you need business hours support for Chinese to support calls originating in China?

3. Identify Services to be Provided

Here are some questions to help you identify the services you will need:

• Application Support: What software applications will you want support for?

• Hardware Diagnosis: Any hardware diagnosis required? Any on-site dispatch or escalation services required? To who?

• Customized 800# and Greeting: Do you want your own dedicated 800# and personalized greeting?

• Internet Call Tracking Access: Do you want to view your call tickets through the Internet?

• Online CHAT Support: Do you want your users to be able to submit a request via an online (Internet) CHAT session?

• Remote Control Assistance: Do you want permission-based remote screen-sharing of your user's PCs so that we can walk your user through the resolution, while they watch; thereby, reducing the call resolution time and improving the personal touch to your caller?

• Proprietary Application Support: Can you provide us with training on your application easily? If not, have you identified the top ten frequently asked questions and their answers? Would you like to have those front-ended by our help desk

• Service Level Objectives: What is your expectation for average answer time? For abandon call rate (%)? For response time?