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

Last modified: 14/08/2019