This page states the hourly rate for technician time under ACS Lean Line, as set out in the Lean Line Statement of Work (SOW). Your own SOW controls: if this page and your SOW differ, your SOW prevails. The general terms are in the Master Service Agreement, and what each package includes is on the Managed Services Packages Details page.
Lean Line technician time
| Item | Rate or rule |
|---|---|
| Technician time | $165 per hour |
| How time is counted | In 15-minute increments. |
| Onsite visits | Billed at the hourly rate with a 2-hour minimum, plus travel time at the hourly rate, billed one way in 15-minute increments. |
| Projects | Quoted before work starts, and started only after the client approves the quote. New-computer setup, adding or removing employees, migrations, office moves, network changes and equipment purchases are projects. |
| After-hours, weekend and holiday work | Lean Line has no after-hours human coverage, so no after-hours rate applies. The human support day is Monday to Friday, 8:00 AM to 5:00 PM client local time, excluding ACS holidays. |
Day-to-day support is not quoted first. When a request goes to a technician, the help desk tells you, so you know when you are on billable time. Time is invoiced from the ticket.
Basic and Pro agreements
Labor terms for Basic and Pro clients are set in the client’s SOW, including what labor is included, the hourly rate for labor that is billed, and project pricing. Where a Basic or Pro SOW provides for after-hours, weekend or holiday work, that work is billed at 1.5 times, 2 times and 2.5 times the applicable hourly rate stated in the SOW. After-hours means 5:01 PM to 7:59 AM local time, Monday to Friday; weekends are all day Saturday and Sunday; holidays are the days on the ACS holiday schedule. Projects require a signed Change Order before work begins. A dedicated onsite resource is purchased in 4-hour increments and quoted.
Questions about a rate or an invoice: use the contact page.