This page should be used as a general reference. SLAs, contacts, plans, or other factors may change the cost per hour. These items may also change how billing is tabulated. For further help, please contact us.

For information on our support packages, please click here.

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At Ragsdale Technology, LLC we provide services, support, and other functions crucial to your origination. We operate in a multi-tier system. This document is designed to help you understand billing parameters. 

Tier 0 (Self Support):

Tier 0 is known as the self support tier. This is where end users utilize provided knowledge base (KB) articles, chat bots, and other documentation to service their needs that they may have. This is most helpful for small issues such as “what server do I use for my email?” or “What are the feature codes of the phone system?”  

Tier 1 (Helpdesk): 

Tier 1 is known as the help desk tier. This is where end users are able to get support with application issues, passwords resets, etc. This is the starting point for all issues that require potential escalation to higher tiers. The helpdesk is reachable by phone, email, and the Flow ticket system. 

Tier 2 (Troubleshooting):

Tier 2 is known as the troubleshooting tier. This tier is where helpdesk tickets are passed to that require advanced troubleshooting. This may include an issue with a phone system, emails being blocked, an application crashing, amongst other issues. 

Tier 3 (System Administration):

Tier 3 is System Administration. This includes system development, server configuration, mass user management, along with much more.

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Non-Contract Support Rates

Tier	Regular	After Hours	Holiday
1	$50	$75	$100
2	$100	$150	$200
3	$150	$225	$300

*All  service rates are billed at a minimum of 1 hour. 

*On site support is billed portal-to-portal, and are also eligible for a millage fee. 

*503(c) organizations on the free tier are required to pay any after hours or holiday rates