business

Terms Of Service

📜 Terms of Service General Outline

For companies and clients that decide to use our IT services, here are our Terms of Service.

1. Services, Rates, and Scheduling

Standard Service Rates (One-hour minimum charge)

Client Type Standard Hourly Rate (Onsite or Remote)
Business $HourlyRate
Residential $HourlyRate

Emergency Service Rates

Emergency support includes same-day or next-day appointments, subject to availability.

  • Business Emergency Rate: $HourlyRate
  • Residential Emergency Rate: $HourlyRate

Availability and After-Hours

  • Standard Service Hours: Monday through Friday, 10 AM to 6 PM. Onsite appointments are generally scheduled from 11 AM to 3 PM.
  • After-Hours Rate: Time-and-a-half per hour for services rendered outside regular business hours or during weekends. This rate is for standard appointments scheduled ahead and does NOT apply to Emergency Support calls.
  • Response Time: We attempt to reply the same day if possible. Please allow up to 24-48 hours for a reply for non-emergency support.

Phone Support Policy

We do not provide technical support over the phone for troubleshooting issues or problem resolution. All technical assistance is offered either in-person or through scheduled remote support sessions.

2. Trip Fees and Travel

  • Standard Service Area: Onsite services within a 15-mile radius incur no additional charges.
  • Travel Beyond 15 Miles: A “Trip Fee” is applied, calculated at $0.58 per mile plus $0.73 per minute for travel time (to and from).

3. Consulting Services

A consultation/assessment might be needed to provide the most effective and tailored solutions.

  • Consultation services are charged at our respective standard hourly rate (Business: $HourlyRate, Residential: $HourlyRate).
  • Consulting services are charged the same one-hour minimum as regular onsite or remote service.

4. Quarterly Maintenance Visits

Optional quarterly visits can be scheduled for routine maintenance every three months. During these visits, we:

  • Check hardware health
  • Audit backup systems and their status
  • Run antivirus and malware scans
  • Audit and improve system security
  • Perform OS and software updates
  • Conduct general system clean-ups and address any specific issues

5. Payment Terms

  • Due Date: Payment is due upon completion of services or within 14 days after the invoice date.
  • Late Fees: Payments received beyond the one-week window may incur late payment fees.
  • Net 30 Accounts: We do not offer Net 30 for clients/accounts at this time.

6. Guarantee and Limitations on Liability

Service Guarantee

Our service guarantee is for up to 14 days from the completion date of the job/work. If an issue is not resolved during a repair or if new issues arise related to the original problem, we will attempt to correct the situation without additional labor charges, provided it was a service or technician error. New issues, unrelated incidents, or additional requests will be charged at the regular rate.

Data Backup Responsibility

The service company is not responsible for any data loss during service. Clients are responsible for creating a complete backup of all critical data prior to service, unless a specific data backup arrangement has been contracted in advance.

Limitations on Liability

  • The Company is not liable for delays or failures in service due to events beyond its control (Force Majeure).
  • We are not liable for: re-infection of viruses or malware following service, damage from misuse, power surges, or water damage, or any damage that does not directly result from the repair or work performed.
  • The Limitation of Liability caps the liability of the Company to the total amount paid for services rendered.
  • Clients agree to indemnify and hold harmless the Company from any claims or damages related to the misuse of the system(s) or software.
  • These terms are governed by the jurisdiction(s) of Washington State, the City of Vancouver Washington, and/or Clark County Washington.

7. Client Data & Information, Confidentiality & Privacy

Confidentiality

  • Passwords and any other login information will not be revealed to anyone in or outside the company.
  • We do not keep a record of a client’s login information unless we are explicitly asked to do so by a client.
  • Any and all computer and account access will be solely for conducting repair or support services.
  • If a company or client has a system with sensitive data, we can and will sign any needed Non-Disclosure/Confidentiality Agreement.
  • If a client decides to no longer use our services, all copies of any stored information regarding them and their setup will be returned to the client immediately and removed from our systems permanently.
  • No software program(s) owned by the client will be removed or transferred for any reason.

Data Security Measures

When a system is brought in for service, we use technical, physical, and administrative security measures, including:

  • Firewalls; to help prevent outside unauthorized access.
  • Data Encryption; for any information transmitted between a client and the Company.
  • Physical access controls; for where computers will be stored and worked on when brought in-shop.

8. 🥉 3rd Party Product/Software Support

While we strive to provide comprehensive support for various software and products, we are not official representatives of these providers.

  • Product and Software Providers are ultimately responsible for the functionality of their product/service and for providing a permanent fix or instruction for one.
  • We can help with general troubleshooting and guidance to the best of our ability.
  • For specific functionality or detailed inquiries, we recommend contacting the official support channels of the software/product provider.
  • We can be hired to come out and work with any vendor’s/provider’s technical support directly on your behalf, charged at the appropriate hourly rate plus any associated fees.

9. General Terms and Recommendations

  • Scheduling Appointments: We generally schedule non-emergency services 3-5 days in advance. Scheduling in advance is HIGHLY recommended.
  • Licensing and Insurance: The Company is fully insured and licensed to provide computer services in Washington State and in other states where applicable. In some states, services may be subject to Washington State sales tax unless the client is tax-exempt.
  • Non-Solicitation: Clients should not solicit any of our technicians for direct employment or services outside of the Company.

Final Acknowledgment

The client is ultimately responsible for keeping any/all of their data & information safe and secure. Clients who use our services acknowledge that they understand the services provided, the limitations, and their own responsibilities regarding data, service warranty/guarantee, scope of support, fee structures, response times, etc.