E-SPIN do not have time and material (T&M) rate, due to massive of support work involve simulation of support offsite, resolve first, prior for send engineer and support personnel onsite, as such massive of time can not be bill under that.
E-SPIN maintenance support have massive portion fall under knowledge work, where require to apply knowledge, know how and expertise in the subject matter, rather than just have labour worker moving from place to place doing hardware part replacement, swap or perform basic installation, backup and restore.
For instance, we had case enterprise customer who encounter database performance load issue after a long period of time, where customer do not perform house keeping on the database. It reaching the stage the system do not have extra room to perform anything, and we need to base on customer actual scenario and context, forming a solution that really work for customer to solve the problem, advisory etc. Then onsite to carry out and show customer how it being carry out. As you can see it involved 7 business days time off site for research, setup environment like customer encounter scenario, then apply the know how to solve the problem. When onsite at customer location, it take only less than a hours to do the initial and transfer that knowledge for customer continue to do the rest. If by using onsite time as supporting billing hours, it is not viable business model for our end, since massive of the can not be bill under that. As such, for application support maintenance contract, we do not had time and material model for it.
We had the either 8×5 or 24×7 local onsite support, with fix onsite incident and or preventive maintenance visit quota maintenance support contract instead.