Maintenance

Something stopped working. Open a ticket.

Scoped, prepaid, and worked by people who can log into the machine. Every ticket has a cap, a written stop point and the minutes on it.

Ask the desk Plans with tickets included

Ticket pack: $175, one-time
Single ticket: $45, one-time
Cap: 30 minutes
Reply: 4 desk hours

What a ticket is

The list, so nobody argues later

Each job below is a ticket, on a machine we imaged. Anything else is quoted at the hourly rate before we start.

One scoped ticket on a VM we imaged
A ticket is one of these: restart the runtime, re-pair a channel, re-auth a token, restore a file or the VM from backup, roll back an update, or read the logs and say why. Only on a VM we imaged
Up to 30 minutes of desk time. At 30 minutes we stop, write what we found, and ask
A ticket that takes ten minutes is still one ticket
An update we ran that fails its health check is rolled back under the plan. That is never a ticket
A person replies within 4 desk hours
Hours on the ticket, and your approval before we change anything on your systems

Tickets

Buy a pack, or buy as you go

Prices in Canadian dollars.

idig.net

Maintenance pack, five tickets

$175, one-time

Tickets expire after 12 months.

Five scoped tickets on a VM we imaged
A ticket is one of these: restart the runtime, re-pair a channel, re-auth a token, restore a file or the VM from backup, roll back an update, or read the logs and say why. Only on a VM we imaged
Up to 30 minutes of desk time. At 30 minutes we stop, write what we found, and ask
A ticket that takes ten minutes is still one ticket
An update we ran that fails its health check is rolled back under the plan. That is never a ticket
A person replies within 4 desk hours
Hours on the ticket, and your approval before we change anything on your systems

Buy a pack on the call

idig.net

Single ticket

$45, one-time

One scoped ticket on a VM we imaged
A ticket is one of these: restart the runtime, re-pair a channel, re-auth a token, restore a file or the VM from backup, roll back an update, or read the logs and say why. Only on a VM we imaged
Up to 30 minutes of desk time. At 30 minutes we stop, write what we found, and ask
A ticket that takes ten minutes is still one ticket
An update we ran that fails its health check is rolled back under the plan. That is never a ticket
A person replies within 4 desk hours
Hours on the ticket, and your approval before we change anything on your systems

Buy a ticket on the call

Extra time on a ticket

$37.50 per 15 minutes

Only after you say yes at the 30-minute stop, written on the ticket first
No second minimum: 15-minute blocks from there

How a ticket is worked

From the email to the fix

You file the ticket by email to the desk, or reply on a ticket that is already open.
A technician opens it with the agent's logs beside them. A person replies within 4 desk hours.
We work it up to the 30-minute cap. At the cap we stop, write what we found, and ask you before going on.
Every action is logged, and anything that writes to your systems waits for your approval.
The minutes go on the ticket, so you always know what a ticket cost.

The desk is open 8 am to 6 pm Pacific, Monday to Friday (11 am to 9 pm Eastern), except BC statutory holidays. A ticket filed outside those hours is picked up when the desk opens.

Rollback

What a rollback gets back, and what it does not

A rollback puts the machine back to the snapshot we took before the update. Anything the agent wrote after that snapshot is lost, unless it is in the nightly backup. Backups are kept 14 days, so a restore can reach further back than the snapshot can.

Scope

What a ticket covers

We look after

The operating system and its security updates
The agent runtime version, pinned and tested before it reaches your VM
Nightly backups, kept 14 days, and restores from them
Rollback when an update fails its health check
The VM's network and firewall

You look after

Your prompts, skills and connected apps
What the model says or does
Your model provider's bill
Changes a chat platform makes to its own rules
Any VM we did not image

Questions

Before you buy

Why is a ticket capped?

So the desk stays fast for everyone, and so an open-ended job does not arrive disguised as a ticket. Past the 30 minutes we stop and ask. Work that needs an afternoon is a setup package or a quote at the hourly rate.

Can I buy tickets for a machine you did not set up?

No. Tickets are sold only on machines we imaged, because that is the only way we can stand behind the snapshot, the rollback and the backup behind every change.

What if an update you ran broke it?

Then it is not a ticket. A failed health check rolls the machine back under your plan. If the break is on our side, our image, our update or our configuration, we fix it inside 30 days and it costs you nothing.

Do the tickets included with a plan carry over?

No. The tickets included with a plan are for that month. A pack you buy here does not expire the same way: the sheet says how long it lasts.

What happens when the pack runs out?

You buy another pack or a single ticket. Nothing is billed without a purchase.

Tell us what stopped working.

Ask the desk first. If it is not a ticket, we say so before anything is billed.

Ask the desk Managed Agent VM