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Expertise Definitions

Pipe Ten employs a tiered system for expertise costing based on priority (notice given) and time of day (during normal hours or outside).

Priority / Schedule (#1)
Time of Day (#2)
Tier Level
Notice
Immediate
Office Hours
Outside Hours
Tier 4
24 hours
15 minutes
✔︎
-
Tier 3
-
15 minutes
✔︎
-
Tier 2
24 hours
-
-
✔︎
Tier 1
-
15 minutes
-
✔︎
Tier 0
Specialist Contractor Rate (3rd party or management)

Default tiered costs may be found on the price list or otherwise your contract / service definition.

 

Priority/Schedule (#1)

Where within a request urgency / priority is not clearly defined, it shall be determined by the priority of the ticket raised.

Urgency
Minimum Notice Period / SLA
Notice
Low, Medium
24 hours
Immediate
High
15 minutes

 

Time of Day (#2)

Time of Day*
Days of Week*
Office Hours
09:00 to 17:00
Monday to Friday
Other Hours
17:01 to 08:59

09:00 to 17:00
Monday to Sunday

Saturday/Sunday

* = Pipe Ten reserves the right to charge the higher rate when scheduled works span time periods with differing billable rates.

 

Bundled / Contracted Expertise

Where expertise is added or bundled as part of a contract, smaller time increments are used to maximise value.

Monthly Pre-Payment
Bulk Discounts
Minimum Increment
Non-Contract Hours
x
x
1 unit / 60 Min
Contract Hours
✔︎
✔︎
0.25 unit / 15 Min
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Last modified: 14/08/2019