Pricing

Contingent believes strongly in transparency with its terms and conditions. Regardless of what variation of NetMedX a Client were to engage us for, we stand by those services with a lifetime workmanship warranty and the expectation that the Client should be charged for only what they required. This is a difficult trust to earn but we are hard at work proving we are the right provider for these critical services. Below you will find key service levels that are common throughout the NetMedX family of services. Some variations of NetMedX may in fact have stricter requirements on us but they all have these baseline elements.

Principal Period of Service (PPS)

CNS shall provide Field Services seven (7) days per week, 365 days per year. However, Principal Period of Service (PPS) is defined as Monday Friday, 8:00 A.M. to 5:00 P.M., Local (Site) Time. CNS shall perform services on the behalf of the Client outside the Principal Period of Service (PPS) at the prices set forth herein.

On site Response Time Goals

Contingent’s Customer Care Center, manned by the assigned customer care agent, will be on a 2-hour response time regardless of criticality or time of day. On site response time is the time between (1) the earlier of (a) when the customer care agent dispatches a technician to an affected site and (b) 2 hours after the initial call is made to Contingent’s Customer Care Center (the earlier of (a) and (b) is the “Onsite Response Time Measurement Point” and (2) when the Field Technician actually arrives on site. Two factors affect response time: 1) call criticality, and 2) distance from the affected site to the nearest available technician with the proper skills to resolve the problem. Contingent currently applies the following response time goals:

Times in this table are measured from the Onsite Response Time Measurement Point

Repair Time Goals

The goal of both parties is to perform repairs in the most expeditious means possible. Repair Time is the time between which a Field Technician arrives on site and departs the site having been released by the Client’s TPOC. CNS’ Repair Time Goal is four (4) hours. The Response Time Goals and the Repair Time Goals, set forth above, are aspirational in nature, and CNS does not promise or guarantee service within such time frames. Under no circumstances shall the aforementioned goals form the basis for any claim or breach of the Agreement.

Penalties Imposed on Contingent
If Contingent fails to arrive within the requested on site response time, Contingent will automatically credit the Client the difference between the rates of the missed criticality and the actual criticality for every hour of fraction thereof that the technician is onsite and in transit (if travel charges apply)

NetMedX Silver rates are based on standard rates with the following additional criteria:

• A Client may prepay for a minimum of 25 dispatches for a 20% discount off of published hourly rates. After the initial purchase of 25 dispatches a Client may continue to realize the same 20% discounts when purchasing subsequent “blocks” of 10 provided those subsequent purchases are prepaid and are made within 12 months of the initial purchase of 25 dispatches.
• To qualify for the discount the payment must be received prior to requesting a dispatch and the dispatches requests must be made through Contingent’s online Customer Care Center NetMedX Dispatch Request Form.
• Each prepaid, volume discounted dispatch carries a flat charge based on two (2) hour onsite maximum regardless of whether the repair is made in less time and a one (1) hour travel charge regardless of actual travel time (more or less). When a repair exceeds the two (2) hour maximum limit onsite, the Client will be notified and given the opportunity to decide to extend the visit. When the Client elects to extend the visit a second dispatch will be charged against the Clients prepaid balance.
• Client may mix and match field personnel skill levels and criticalities in any combination when purchasing dispatch “blocks”.

NetMedX Copper rates are "flat fee" discounted rates designed for the Client who requires short duration troubleshooting and repair ("quick-fix") and adhere to the NetMedX Standard terms with the following exceptions:

• These flat fee dispatches contain no travel charges and come with up to a maximum of one (1) hour onsite.
• Once onsite, CNS will notify the Client via email if the job may require more than one hour onsite with at least ten (10) minutes notice prior to the expiration of the first hour. At that time if the Client authorizes additional time that time will be billed at the standard NetMedX hourly rate in thirty (30) minute intervals.