Flex

• Flex hours are purchased either separately for a specific project or bundled as part of a support renewal. There is always a specific number of hours available, and accounting is provided for each hour used. Flex hours are valid for 12 months from the date of purchase and allow you to call us at any time during this period to request remote assistance with (for example) new workloads, server provisioning, troubleshooting, configuring, upgrading, and any other support task that does not fall under the definition of standard support.
• You can initiate your Flex project by calling or emailing your Zybellium Research Group contact.
• A statement of work will be provided for all projects, no matter the size. There is a seventy-two (72) business hour turnaround time once the statement of work is drafted and accepted for requesting a resource. Once the customer PO is received, the resource allocation is finalized, and the project is initiated.
• The statement of work will be commensurate with the size of the project i.e. you can expect more detail in a forty (40) hour statement of work than a ten (10) hour statement of work.
• The customer will need to allow access to internal systems in order to perform work as requested by the customer. This access method will be agreed to in the kickoff for the Flex work.
• Should you decide to have a consultant on site under the auspices of Flex hours, then you will be billed for all travel at actual costs.
• You may purchase Flex’s hours in any size that fits your needs, but most organizations purchase 336-504 hours at a time. Ask your Zybellium Research Group contact for additional information.

Flex remote engineering services run the gamut of service delivery, from installations of systems to customized solutions. All Flex projects are delivered by experienced engineers with consulting and product support experience.

Support services can be provided under Flex hours when a customer does not have support or wants help with difficult support situations where our expertise is called for. We can work together to define specific situations that need our support. Each case will be summarized at completion, including a summary of hours spent. On more difficult cases, we will provide an hour estimate (not to exceed) before proceeding, at will notify you if there is any concern about exceeding that limit.