Gold Key Service Plan – Service Details

Computers, Inc.’s Gold Key Service Plan provides proactive monitoring, maintenance, and support designed to prevent problems before they occur and ensure rapid response when issues arise.

Support Coverage

• Help desk support Monday–Friday, 8:00 AM – 5:00 PM
• Extended-hours urgent support Monday–Friday, 5:00 PM – 7:00 PM
• Emergency weekend support for critical incidents
• Same-day onsite response when required, typically within two hours depending on urgency

Proactive Maintenance

• Continuous monitoring of covered workstations and servers
• Patch management and operating system update enforcement
• Endpoint protection management and threat remediation
• Ongoing system health review and alerting

User & Device Support

• User email account setup and support on workstations and mobile devices
• Remote support for covered devices
• Online ticketing and request tracking

Security & Risk Management

• Initial network infrastructure analysis
• Annual security and risk evaluation
• Security policy configuration and enforcement

Backup & Data Protection

• Managed cloud backup for covered servers
• Backup monitoring and failure alerting
• Assistance with data recovery

Reporting & Documentation

• Complete hardware and software inventory maintained
• Periodic status reports, newsletters, and security alerts

Service Discounts

• Discounted labor rate for non-covered work
• Discounted in-shop service for employee personal computers

Service Boundaries & Exclusions

• Special projects or major equipment upgrades
• New system installations beyond covered device counts
• Physical hardware repair or warranty handling
• Support for personal devices not listed in this agreement
• Third-party software or cloud services not explicitly included
• Custom application or website development

This agreement may be re-evaluated if a server or more than two workstations are added (not replaced). Covered devices include only business-owned computers listed in this agreement. Client is responsible for costs of third-party software or services not specifically included.