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Rotoflex

Customer Support

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Scope of work
It is mutually agreed that any service performed by a Rotoflex representative shall be subject to the customer’s supervision during any services done. If because of local practices, strikes, or other reasons that are beyond our control, the employee is prevented or prohibited from performing their duties in your plant, you will be charged at the applicable rates for the idle hours of our employee. In such cases you may either instruct the employee to proceed to their home base or, if you feel the situation will be of short duration, you may accept the extra expenses of having them wait.

Remote Service Rates (in US Dollars)
For all (Domestic/International) remote internet services we charge a rate of $160/hr with a minimum of 4 hours service fee.

Phone Support Rates (in US Dollars)
For all phone support provided on equipment outside of warranty or service contract, we will charge a rate of $100/hr with a minimum of 1 hour. All after hour & holiday calls will be billed at a rate of $125/hr with a minimum of 1 hour.

Field Service Rates (in US Dollars)

Mark Andy, Inc. will charge the following rates for all hours worked by our employees: 

Domestic    
Weekdays   $145.00 per hour
Overtime   $217.50 per hour
Weekends   $250.00 per hour
Holidays   $250.00 per hour
     
International    
Weekdays   $155.00 per hour
Overtime   $232.50 per hour
Weekends   $300.00 per hour
Holidays   $300.00 per hour

 

Weekdays : Monday thru Friday during normal daytime hours, but not exceeding 8 hours per day
Overtime : hours in excess of 8 hours per day Monday thru Friday 
Weekends : hours on Saturday or Sunday
Holidays : hours on Mark Andy, Inc. recognized holidays (see below) (subject to approval by Service Manager)

Travel Hours 

The travel hour clock starts from the time our technician leaves their home to the time of arrival at your facility or Hotel.  In addition the clock starts from the time the technician leaves your facility or Hotel and arrives back home.  The rate we charges is as follows:

        Weekend
Domestic   $80.00 per hour   $100.00 per hour
International   $100.00 per hour   $100.00 per hour


Air Transportation

We will charge for all air transportation related fees, air fare, extra baggage, over weight baggage, etc.

Lodging
Our employees are expected to obtain suitable accommodations at reasonable rates in a good commercial hotel or motel appropriate to the nature of the business trip. We will charge for the room plus taxes for every night required.

Ground Transportation
We will charge for all ground transportation fees incurred on the service call.  These fees include rental car, gas for rental car, road tolls, public transportation fees and all parking fees.  When our company car or personal car is used we charge $0.56 per mile

Meal Per Diem
We will charge a meal allowance per day as follows:

Domestic   $45.00 per day
International   $75.00 per day

 

Print Training
We will charge the following:

Domestic   $160.00 per hour
International   $180.00 per hour

 

Miscellaneous Charges

We reserve the right to charge for any special tools or supplies needed for the job.

Minimum Charge
Our minimum charge is 4 hours per day EXCEPT for the last day of a two or more day visit.

Extended Assignments
On extended assignments it is our policy to permit our employees to return home a minimum of every other weekend and ALL weekend days when the employee is not working.  If at your request, our employee remains on site over the weekend, there is a minimum charge of 8 hours per day whether or not the employee works.  Charges for labor will be at the applicable weekend rate or holiday rate.

2016 Holiday Schedules (USA & Canada)

US - 2016 Holiday Schedule

Friday

January 1, 2016

New Year's

Monday

February 15, 2016

Presidents’ Day

Friday

March 25, 2016

Good Friday

Monday

May 30, 2016

Memorial Day

Monday

July 4, 2016

Independence Day

Tuesday

July 5, 2016

Independence Day

Monday

September 5, 2016

Labor Day

Thursday

November 24, 2016

Thanksgiving

Friday

November 25, 2016

Thanksgiving

Friday

December 23, 2016

Christmas Eve

Monday

December 26, 2016

Christmas Day

Friday

December 30, 2016

New Year's Eve

 

Canada - 2016 Holiday Schedule

Friday

January 1, 2016

New Year’s Day

Monday

February 15, 2016

Family Day

Friday

March 25, 2016

Good Friday

Monday

May 23, 2016

Victoria Day

Friday

July 1, 2016

Canada Day

Monday

August 1, 2016

Civic/Provincial Day

Monday

September 5, 2016

Labour Day

Monday

October 10, 2016

Thanksgiving Day

Thursday

December 22, 2016

Christmas Eve

Friday

December 23, 2016

Christmas Day

Monday

December 26, 2016

Boxing Day

Friday

December 30, 2016

New Year’s Eve

 

Disclaimer:
The information contained herein is the proprietary and exclusive property of Mark Andy, Inc. except as otherwise indicated. The information contained in this document is subject to change without notice. Due to administrative costs, copies of expense receipts are not provided with invoices. However, copies of airline, hotel and rental car receipts are available if requested for an administrative fee of $50 per invoice. Incidental and meal expense receipts are not available.