Time and Material Services (T&M)

Time and Material Services (T&M) provides a pay-per-use alternative for non-contract customers for telephone support, parts, and/or on-site assistance, including installation and training services. These requests will be accommodated on an "as available" basis and cannot be guaranteed within any specific timeframe. T&M charges are based on the actual labor, parts and engineer travel and living expenses per call. T&M rates are non-discountable. T&M Service is available from Strike Customer Services.  Services are provided during the Principal Period of Maintenance (PPM). The PPM for on-site and telephone support will be Strike’s customary business hours at the location of the system, Monday through Friday, 8:00 AM - 5:00 PM, exclusive of holidays.

On-site Labor Rates  - Non-Contract Customers

Principal Period of Maintenance (PPM)  

Commercial Clients - $125/hr., minimum four (4) hours, portal to portal, plus all expenses

Government and Education Clients - $95/hr., minimum two (2) hours, portal to portal, plus all expenses

Weekends & After Hours

Commercial Clients - $175/hr., minimum four (4) hours, portal to portal, plus all expenses

Government and Education Clients - $125/hr., minimum two (2) hours, portal to portal, plus all expenses

Holidays

Commercial Clients - $225/hr., minimum four (4) hours, portal to portal, plus all expenses

Government and Education Clients - $155/hr., minimum two (2) hours, portal to portal, plus all expenses

Travel

Travel time will be charged from the "Engineer Location" at the hourly labor rate plus $0.45 per mile by personal automobile, or actual expenses, if commercial travel is required. Lodging and meal expenses will be charged, if the call spans multiple days.

 Technical Telephone Support

Customer is entitled to ten (10) minutes of free support, as described below.

"How to" questions

Troubleshooting is excluded from free support. Charges for Telephone Support calls beyond five (5) minutes will be invoiced at Strike’s Technical Telephone Support Rates.  

Principal Period of Maintenance (PPM)

Commercial Clients - $125/Event or hour

Government and Education Clients - $100/Event or hour

Parts/Materials Only Support

Customers may purchase replacement and spare parts through the following service options:

 

Replacement Parts

Emergency Exchange Service will ship the replacement part within one business day for requests logged before 4:00 P.M. Failed parts not returned to Strike within 5 business days (U.S.), will be invoiced at list price.

Priority Exchange provides a cost-effective price and a turn-around time of 15-days from the date of receipt of the failed component.

Depot Repair/Exchange is a low cost option; repair turnaround time is four to six weeks after receipt of the failed component.

Spare Parts

Spare parts can be purchased at the published list price. Spare parts are not returnable and non-refundable.

Software Updates

Strike’s Software Update Program allows Time and Material customers easy and cost-effective access to the newest update of software or firmware depending on product. This service provides the customer existing software with the latest software update available from a specific manufacturer. This is not a subscription service, but is sold update by update.

Update: An update is a new release of software that may enhance current software and may include fixes or minor revisions to correct errors or defects in the existing operation of the software. An update may include bug fixes.

Upgrade: An upgrade is a new release of software that adds a specific feature or improves function or capabilities of existing software. Upgrades are available at supplier’s current prices, and terms and conditions.  Strike will provide bug fixes or software/firmware updates at no charge to customers under warranty or a Strike Maintenance Service Agreement. Software shipments include release notes, which provide a listing of software attributes and installation instructions for easy customer implementation. If requested, however, Strike will install the software for a fee.