The following support services are offered jointly by our hosting and consulting divisions. Customized support solutions are also available.  Contact your Harmonic sales representative for more information.

Harmonic Consulting Inc. Support Options

Harmonic Consulting, Inc. offers a wide variety of support options for any of your IT projects and/or systems whether or not they were developed by our staff.  If not developed, we will need a short billable phase where we are either trained or are able to learn the system(s) and then sign off that we are able to support them.   Our support rates, like our consulting rates, vary depending on the type of work we will be doing.  For example, custom critical application development will be higher than basic network or system monitoring and administration such as backup services.

Flat Hourly Rate Support – (Example: $90/hr, 4 hrs/month, exact rates may vary)

Flat Hourly Rate Support is a services option where you sign up for a preset amount of support hours per month at a fixed hourly fee (Harmonic can estimate and change the hours with you on a month to month basis as needed as per signing a new monthly services agreement).  The hours do not roll over month to month.  Even if you do not use the pre-determined amount of hours in a given month, you will be charged the base flat fee for the hours each month.  Additional hours may be incurred and will be billed at the specified rate as well.  Because of these features, these hours are offered at a lower hourly rate than our On Demand Support hours.  There is a 4 hour minimum per month for this support option.

On Demand Support - (Example: $125/hr, exact rates may vary)

On Demand Support is a services option where you don't have to pay a flat fee for a set amount of hours each month even if you are not using them, but instead you have a dedicated support team for your project on call to provide On Demand Support for you.  For this more flexible option, we charge a higher rate than our Flat Hourly Rate Support in order to have our people readily available for your service needs.

Project Based Support – Call for Estimate

Project Based Support is a services option where you bring Harmonic in for a specified period at a specified, scheduled time, to do a specified set of pre-determined tasks.  This support option is almost like an original Statement of Work for a standard project development contract.  For example, it could be that we come in once a month, back up the website, make any content changes needed, or add a new desired set of features.  We would need to have all of the details up front so we can either fix bid the project, or provide an estimate of time and materials for the project.

Service Level Agreements – Your Guarantee for our Services

All of our support agreements specify a SLA, or Service Level Agreement.  An SLA details what our response time and issue resolution times will be as well as details any penalties for us not meeting these SLA terms.  Issues are assigned priorities by our Support Team and SLAs apply to each priority.

For example, for Flat Hourly Rate and On Demand Support, we typically provide a 4 hour issue acknowledgement guarantee and resolution plan and a next business day guarantee on the issue resolution for Priority 1 and 2 issues.  Tighter SLAs are also available.  Speak to your account manager regarding custom SLA pricing.  Often, Priority 1 and 2 issues are resolved and fixed on the same day, usually within 4 hours of notification.  Priority Levels range from 1 being the highest to 5 being the lowest.  The Priority Levels are explained in further detail below. 

Priority Level 1 – Major Outage this is a production outage causing a major portion of the production system to be non functional affecting multiple users.

Priority Level 2 – Minor Outage - this is a production outage causing a portion of a systems functionality to be unavailable or affecting a small group of users or single user.

Priority Level 3 – Medium Issue – this is a production outage indicating a portion of the system is available but not behaving or appearing as desired or required.

Priority Level 4 – Minor Issue – this is a production issue indicating that a desired feature should be added, or something changed for the production site, or any issue with a test or development site.

Priority Level 5 – Enhancement Issue – this is a production issue that is a request to change or enhance the system but is scheduled to occur on a future date and time to be jointly agreed upon by the client and the Support Team.

After Hours Support

Any support issues that are not received not between our normal business hours (8 AM – 6 PM CDT Monday-Friday excluding US Federal Holidays) are billed at our after hours support rate premium that will be outlined in your service contract.  This has typically been a $25/hr-$50/hr premium.  24/7/365 support is also available utilizing our offshore partnerships in Bulgaria and India.  If you are interested in after hours support, please speak to your account manager for pricing or questions.

Support Hours Tabulation

All support hours are rounded up to the nearest hour.  There is a one hour minimum for all of our support calls.  Harmonic strives to provide the best customer service relationship possible.  If you feel you have an issue with our support hours or support staff, you may resolve it with your account manager who will ensure we address the issue promptly.

Contact us today to discuss a solution for you.

To contact Harmonic Hosting, please call 877.784.2664, x701, or email us at This email address is being protected from spam bots, you need Javascript enabled to view it

To contact Harmonic Support, please call 877.784.2664, x710, or email us at This email address is being protected from spam bots, you need Javascript enabled to view it