Administrative Support Time Block ("STB") during Prominic business hours to assist with troubleshooting, technical guidance, or general inquiries.  Support is provided via Telephone or Web Conference / Screen Sharing and must be scheduled in advance via e-mail. 
 
This is for Customers who have:
a) exceeded the allocated support with their contract
or
b) desire support beyond the contract level
or
c) are seeking helping from Prominic to administer an externally hosted system (including but not limited to on-premise, AWS, GCP, & Azure).
 
Time is tracked in:
60 minute increments
 
This time block expires after:
3 months or the end of the current contract term (whichever comes first) if not used in full before then. 
 
This fee is not refundable even if the support issue is not resolved to your satisfaction.
 
The STB includes a maximum of the number of hours in each support block multiplied by the quantity of blocks purchased (for example: 2 hours per block * qty 2 blocks = 4 total hours purchased).