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Customer Support

Scope of work
It is mutually agreed that any service performed by a Mark Andy 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 Mark Andy 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 Mark Andy 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.

Field Service Rates (in US Dollars) 
Mark Andy, Inc. will charge the following rates for all hours worked by our employees: 

    Performance Series
Versa Max
  All Other Presses
USA        
Weekdays   $160.00 per hour   $145.00 per hour
Overtime   $240.00 per hour   $217.50 per hour
Weekends   $250.00 per hour
Holidays   $250.00 per hour
         
Mexico & Central America*        
Weekdays   $80.00 per hour   $80.00 per hour
Overtime   $100.00 per hour   $100.00 per hour
Weekends   $100.00 per hour
Holidays    $100.00 per hour
         
Rest of World        
Weekdays   $170.00 per hour   $155.00 per hour
Overtime   $255.00 per hour   $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 Mark Andy Technician leaves their home to the time of arrival at your facility or Hotel.  In addition the clock starts from the time the Mark Andy Technician leaves your facility or Hotel and arrives back home.  The rate we charges is as follows:

        Weekend
USA   $80.00 per hour   $100.00 per hour
Mexico & Central America*   $80.00 per hour   $80.00 per hour
Rest of World   $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:

USA   $45.00 per day
Mexico & Central America*   $40.00 per day
Rest of World   $75.00 per day

Print Training
Service Rates for Print Technicians are the same as Field Service Rates.

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.

2017 Holiday Schedules (USA & Canada)

US - 2017 Holiday Schedule

Monday

January 2, 2017

New Year's

Monday

February 20, 2017

Presidents’ Day

Friday

April 14, 2017

Good Friday

Monday

May 29, 2017

Memorial Day

Monday

July 3, 2017

Independence Day

Tuesday

July 4, 2017

Independence Day

Monday

September 4, 2017

Labor Day

Thursday

November 23, 2017

Thanksgiving

Friday

November 24, 2017

Thanksgiving

Friday

December 22, 2017

Christmas Eve

Monday

December 25, 2017

Christmas Day

Friday

December 29, 2017

New Year's Eve

 

Canada - 2017 Holiday Schedule

Monday

January 2, 2017

New Year's

Monday

February 20, 2017

Family Day

Friday

April 14, 2017

Good Friday

Monday

May 22, 2017

Victoria Day

Friday

July 3, 2017

Canada Day

Monday

August 7, 2017

Civic/Provincial Day

Monday

September 4, 2017

Labour Day

Monday

October 9, 2017

Thanksgiving Day

Friday     

December 22, 2017

Christmas Eve

Monday

December 25, 2017

Christmas Day

Tuesday

December 26, 2017

Boxing Day

Friday

December 29, 2017

New Year’s Eve

 

Disclaimer:
The information contained in this document 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.

*All pricing for Mexico/Central America is based on using Mexican based technician. If a tech is required to travel from US/Canada to Mexico/Central America, then Domestic (US) pricing will be used.