Stemp On-Site (“SOS”) is a program that allows your company to prepurchase service hours at a discount and schedule weekly proactive onsite visits by a dedicated Stemp consultant who is familiar with your unique environment and workflows.

Each Stemp On-Site program is unique because it is designed specifically to meet your company’s specific requirements.  The following is a brief overview of how SOS helps you more cost effectively and consistently leverage our technical team so that your technology runs smoothly and without interruption.

Basic Program Description

The Stemp On-Site program is an option available as an add-on to your base Remote Support Agreement.

• The Base Remote Support agreement entitles your staff to contact the Stemp Helpdesk to remotely address technology issues five days per week in the absence of an SOS tech.
• The SOS tech spends 8-10 hours per day onsite (typically 9AM-6PM).
• The typical weekly schedule provides an SOS tech onsite from Monday through Thursday of each week.
• The SOS tech has access to additional Stemp technical resources should there be a need to escalate an issue during business hours.
• The daily rate for Stemp On-Site service is discounted from our normal rates and purchased in blocks of 20 days.  Typically you replenish this inventory when the remaining available time reaches five days.

Scheduling

The staff rotation for SOS tech visits is presented on a weekly basis by Friday morning for your approval.

• All scheduled SOS techs have completed 50-200 hours of one-on-one training from a prior SOS tech and/or the Stemp Executive Team.
• You are assigned a regular technician. However at Stemp’s discretion, a substitute tech may serve your company from time to time.  Stemp will make a best effort attempt to notify you in advance.

Training for SOS Techs (Technical and Procedural)

At Stemp’s discretion, a newly qualified technician can be added as a resource to our SOS tech team at any time.  At Stemp’s expense, the new team member may shadow your SOS tech onsite for 5-20 workdays as part of their training.  Once the new technician has completed their training, they are then added to future staff rotations.

Strategic Technology Planning Services

Stemp typically provides the following Executive Level Strategic Technology Planning services:

• Prepare and present project plans for strategic technology projects;
• Quarterly onsite Business Review meetings involving the Executive Teams of the client and Stemp Systems;  and
• Up to eight hours monthly of Executive Level Strategic planning services (as opposed to project management services) are included in the Stemp On-Site Program.

Additional Optional Services

MOR Proactive monitoring 24/7 (Monitoring, Optimization & Reporting)

• Monitoring tool subscriptions are invoiced through the Stemp MOR service.
• After-hour responses to proactive alerts on a best-effort basis and are invoiced on an hourly basis at 1.5 times standard hourly rates.

Work performed After Hours (7PM – 8AM)

• Scheduled work that must be performed after-hours is invoiced on an hourly basis at 1.5 times standard hourly rates.
  • Preventative Maintenance (PM) for servers and network devices.
• Emergency response visits performed after hours are invoiced on an hourly basis at 1.5 times standard hourly rates.

Approved Technology Projects

These are invoiced on an hourly basis.

• If the scheduled SOS tech is involved full-time in a technology project on a billable basis, another Stemp tech is assigned onsite to serve as the substitute SOS tech.
• Project Management services performed for an approved technology project are not included in the Stemp On-Site program, and are invoiced as partof the project.

Onsite Visits to Other Sites

These are invoiced on an hourly basis.

• Home visits
• Visits to remote office sites
• If the scheduled SOS tech is dispatched on these visits, another Stemp tech is assigned onsite to serve as the substitute SOS tech.