How We Work
Straightforward policies. No surprises.
This page explains how Aspen Sky Technologies operates day to day — billing, support, travel, procurement, and what to expect when working with us. Binding terms are defined in your Master Services Agreement and Service Order, which are reviewed and signed before work begins.
Billing & Invoicing
Flat monthly rate. One invoice.
-
Managed services are billed monthly in advance, due on the first of each month. Your invoice reflects the exact scope documented in your Service Order — every device, every user, every line item. No estimates, no adjustments mid-month unless your environment changes.
-
Your monthly total only changes when your environment changes — adding a user, removing a device, or modifying services. All changes are documented in an amended Service Order before they appear on an invoice. You approve every change before it takes effect.
-
On 1-year agreements, rates may adjust at renewal, capped at 5% or CPI (whichever is lower), with 60 days written notice. On 3-year and 5-year agreements, rates are locked for the full term — no adjustments, no exceptions.
-
Payments are due on the first of each month. Accounts more than 10 days past due may be subject to a late fee. Accounts more than 30 days past due may have services suspended pending payment. We'll always reach out before taking any action.
How we prioritize tickets
All support requests are assigned one of two priority levels:
-
Complete or near-complete outages affecting multiple users, active security incidents, suspected breaches, data loss events, server or firewall failures, and complete network outages. Any issue preventing your organization from conducting normal business operations.
-
Single-user issues, software errors that don’t stop operations, password resets, new user setup, configuration questions, performance issues (degraded but functional), peripheral issues, and general how-to questions.
-
Urgent tickets: first response within 2 hours during business hours. After-hours urgent issues follow the after-hours emergency policy.
Normal tickets: first response within 4 hours during business hours.
Response time targets represent first acknowledgment and active engagement — not resolution. Response time targets are good-faith effort commitments, not contractual guarantees.
-
Urgent tickets: status update every 2 hours until resolved.
Normal tickets: status update every business day until resolved.
When resolution is affected by factors outside our control — ISP outages, hardware failure, manufacturer lead times, third-party vendor delays, or the scope of a security incident — we will notify you promptly and keep you informed throughout.
-
We do not commit to specific resolution times. Resolution depends on the nature and complexity of the issue, third-party dependencies, hardware availability, and factors outside our control. A ransomware remediation takes longer than a password reset. What we commit to is active engagement, honest communication, and best-effort resolution on every open ticket.
-
Response time targets apply only when tickets are submitted through the client portal or support@aspenskytech.com.
Support
How support works.
-
All support requests should be submitted through the client portal or by emailing support@aspenskytech.com. Tickets submitted through official channels are tracked, documented, and visible to you at all times, and initiate our response time commitments. Phone calls are welcome but all work is logged in the ticketing system for your records. Informal channels such as personal phone numbers or text messages do not initiate SLA response time commitments.
-
Standard support is available Monday through Friday, 8:00 AM to 5:00 PM Mountain Time. Non-critical issues received outside business hours are queued for the next business day.
-
After-hours emergency support is available for complete outages, active security incidents, and data loss events affecting business operations.
For emergencies reported between 5:00 PM and 10:00 PM Mountain Time, we target a response within 2 hours.
For emergencies reported between 10:00 PM and 7:00 AM Mountain Time, we target a response by 7:00 AM.
Response time targets represent good-faith effort commitments, not guarantees. After-hours remote support is billed at 2x the standard rate, 1-hour minimum. After-hours onsite support is billed at $300/hour (business) or $200/hour (nonprofit), 1-hour minimum. Call (719) 507-1161 and leave a detailed message — the on-call technician will return your call as soon as possible. -
Managed services plans include up to two onsite visits per month, up to 4 hours each, subject to scheduling availability and mutual agreement. Onsite visits are provided as needed — they are not a guaranteed monthly entitlement and unused visits do not roll over. Additional onsite time is billed at $150/hour (business) or $100/hour (nonprofit), 1-hour minimum, in addition to the ongoing managed services rate.
Travel
Where we go and what it costs.
-
No travel charge for onsite visits within El Paso County. Mileage is on us.
-
Travel outside El Paso County is billed as a pass-through at cost. Mileage is reimbursed at the current IRS standard mileage rate. Flights and hotel accommodations require client notification and written approval before booking.
Procurement
Hardware and software purchasing.
-
Hardware purchased on behalf of managed clients is billed as a pass-through at cost with no markup. Aspen Sky Technologies does not act as a reseller. For hardware provided on a subscription basis, ask us about our HaaS program.
-
Third-party software purchased on behalf of managed clients is billed as a pass-through at cost with no markup. Where possible, clients are encouraged to manage their own software subscriptions directly to simplify billing.
Projects
One-time project engagements.
-
Every project starts with a clear scope of work, timeline, and fixed quote — reviewed and approved before any work begins. No surprises on the final invoice.
-
If a project is terminated after work has commenced, all hours worked to the point of termination are billable at the standard project rate. Any third-party costs already procured are billable in full. If more than 25% of the project scope has been completed, a minimum of 50% of the total project quote is due upon termination.
Contracts
What you sign and when.
-
The MSA is signed once and governs the entire relationship. It covers liability, confidentiality, data handling, dispute resolution, and the general terms of how we work together. It stays in effect until all Service Orders have expired.
-
Each client has a Service Order that documents the exact scope and monthly rate — every device, every user, every service line. Service Orders are amended as your environment changes. You always know exactly what you're paying for.
-
We conduct a full environment assessment together before any contract is signed. You'll know the exact monthly total before committing to anything. No pressure, no hidden fees, no surprises on your first invoice.
This page describes how Aspen Sky Technologies operates and is provided for informational purposes. It does not constitute a binding legal agreement. Binding terms are defined in your signed Master Services Agreement and Service Order.
Questions?
We're happy to walk through any of this.
If anything here raises a question or you'd like to understand how a specific policy applies to your organization, reach out. That's what the free consultation is for.