policies

Terms Of Service

📜 Terms of Service (10-2024)

These Terms of Service govern the provision of IT services by the service provider. By utilizing these services, clients acknowledge, understand, and agree to the service scope, fee structures, response times, limitations, and responsibilities outlined below.

I. Services, Rates, and Scheduling

Standard Service Rates (Onsite or Remote)

| Service Type | Standard Hourly Rate | Minimum Charge | | :— | :— | :— | | Business | $120 per hour | One-hour minimum | | Residential | $100 per hour | One-hour minimum |

Emergency Support Rates (Same-Day/Next-Day)

Emergency support is subject to availability and must be clearly requested as such in communications.

  • Business Emergency Rate: $220 per hour
  • Residential Emergency Rate: $200 per hour

After-Hours Rate

  • Services rendered outside regular business hours or during weekends are billed at time-and-a-half ($1.5 \times$ the standard hourly rate).
  • Note: This applies to standard, scheduled appointments and does NOT apply to Emergency Support calls.

Availability

  • Standard Service Hours: Monday through Friday, 10 AM to 6 PM.
  • Onsite Appointments: Generally scheduled from 11 AM to 3 PM. Earlier or later availability is limited based on the current onsite schedule.

Response Time for Requests

  • We aim to reply the same day.
  • For NON-emergency support, please allow up to 24-48 hours for a reply.

Consulting Services

  • A consultation/assessment may be required to provide effective solutions.
  • Consultation services are charged at the respective standard hourly rate and are subject to the same one-hour minimum charge.

Phone Support Policy

  • We Do Not Provide Phone Support: the service provider does not provide technical support over the phone for troubleshooting or problem resolution. All technical assistance is offered either in-person or through scheduled remote support sessions. This ensures the most accurate support utilizing necessary diagnostic tools.

II. Trip Fees

  • Standard Service Area: Onsite services are provided within a 15-mile radius without additional charges.
  • Travel Beyond 15 Miles (Trip Fee): A Trip Fee is applied based on travel time (to and from) and mileage, calculated as: $0.58 per mile $\text{plus}$ $0.73 per minute for travel time.

III. Data and Backup Responsibility

  • Client Responsibility: The service provider 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.
  • Client Data Security: When a system is serviced (in-shop or on-site), we utilize technical, physical, and administrative security measures (firewalls, data encryption, physical access controls) to keep personal data secure.

IV. Payment, Guarantee, and Liability

Payment Terms

  • Due Upon Completion: 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.

Service Guarantee and Limitations

  • Service Guarantee (14 Days): If an issue is not resolved or if new issues arise directly related to the original problem, we will attempt to correct the situation without additional labor charges for up to 14 days from the completion date. New, unrelated issues or additional requests will be charged at the regular rate.
  • Force Majeure: We are not liable for delays or failures in service due to events beyond our control (e.g., natural disasters, supplier issues, supply chain issues).

Limitations on Liability

the service provider is not liable for:

  • Re-infection of viruses or malware following service.
  • Damage from misuse, power surges, or water damage.
  • Any damage that does not directly result from the repair or work performed by the service provider.
  • The Limitation of Liability is capped at the total amount paid for services rendered.

V. Confidentiality and Licensing

Client Data & Confidentiality

  • Confidentiality: Passwords and login information will not be revealed to anyone in or outside the company. We do not keep a record of client login information unless explicitly asked to do so by a client.
  • Non-Disclosure: If a company or client has a system with sensitive data, we will sign any needed Non-Disclosure/Confidentiality Agreement.
  • Non-Removal Policy: No client-owned software will be removed or transferred for any reason.
  • Data Removal: If a client decides to no longer use our services, all stored information regarding the client and their technical setup will be returned and removed from our systems permanently.

Licensing and Insurance

  • Service Coverage: the service provider is fully insured and licensed to provide computer services within the applicable jurisdictions where business is conducted.
  • Note: Some regions may require collecting sales tax unless the client is tax-exempt.

VI. General Terms and Recommendations

Scheduling Appointments

  • Routine services are charged at the standard hourly rate.
  • Scheduling in advance is HIGHLY recommended (generally $3-5$ days) to better ensure availability.

3rd Party Product/Software Support

  • We are not official representatives of 3rd party software/product providers. Our ability to address specific issues may be limited, as the original vendor is ultimately responsible for the permanent fix, functionality, and performance of their product.
  • We can be hired to work directly with any product/software vendor’s/provider’s technical support on your behalf. This service is charged at the appropriate residential/business hourly rate plus any associated fees.

Jurisdiction

  • The jurisdiction(s) of the state(s) and municipalities in which the service provider operates will govern these terms of service.

Non-Solicitation

  • Clients agree not to solicit any technicians for direct employment or services outside of the service provider.