On Demand Managed Services Support

On-Demand Managed Service Support is a short period support that we offer to customers without
Managed Service Contract.

We have two types of On-Demand Support with different commitment and pricing structures:

  On-Demand Non Emergency Support On-Demand Emergency Support
Definition Non Critical Support including system configuration, hardware upgrades, OS install and network updates. Critical support including system outage, network downtime, hardware error and Daemon/Service failure.
Response Time Guarantee 24 hours upon ticket submittal. 60 Minutes upon ticket submittal.
Pricing    
Tier 1 Support
  • $80 per hour.
  • 30 Minutes increment charge during business hours.
  • Hourly increment charge during non-business hours.
  • $80 per hour.
  • Hourly increment during business and non-business hours.
Tier 2 Support
  • $100 per hour.
  • 30 Minutes increment charge during business hours.
  • Hourly increment charge during non-business hours.
  • $200 per hour.
  • Hourly increment during business and non-business hours.

How to submit Emergency Support Ticket?

Submitting Emergency Support Request should be done through our Omega customer portal at https://omega.wowrack.com.

You will need to have an established account with Wowrack in order to request emergency support.
Our Emergency Support phone number is listed on Omega customer portal once you are signed into the portal.

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