On-Site Desktop, Server & Backup Support Plans For Macs
Thank you very much for considering to work with our company, Technology Revealed, LLC.
We have put together this document to address the main points of how we do business. Our main objective is to be up-front so there are no surprises for either party. If you agree to our terms, please reply back to this email so we can capture your credit card information and schedule phone support.
Technology Revealed looks forward to the potential of working with you.
Rates
Our standard rate is $150 per hr. for on-site work, there is a 2 hour minimum per visit. Our standard rate for in-shop brake-fix/software troubleshooting is $125 per hr. We have contract/block time options that can significantly lower the standard rate that we can discuss with you if long term, managed support is of interest to you. Please speak to Jim Pellegrino at 1-866-833-7899 if you are interested in the above.
Any travel over an hour from our office is subject to up-front, mutually agreed on travel time.
Billable time
Billable time is any time spent that utilizes our expertise. Time spent creating technology plans, providing purchasing advice, walking through new facilities, meeting you at the Apple Store, speaking with vendors or contractors on your behalf... these are all billable functions. Just as with our service time, we do our best to complete these tasks quickly and thoroughly.
Initial meet and greet evaluations over the phone or on-site are not billable. This includes the standard who we are, what we can do for you, what services we offer, what you need us to do for you, etc. We do charge for meetings that we are giving you advice or consultation on how to improve your current setup, etc.
Payment
We require that new clients give us a credit card for direct billing 7-10 days after the requested service. For larger projects, a prepaid retainer or contract must be in place before work to start. We will need to have a credit card in place for support to be scheduled.
Email, phone, or remote support
Technology enables us to solve your issues without coming to your location in some instances. We do this whenever possible, as it is the most efficient use of everybody's time. For longer interactions more then a couple of minutes or new clients, we bill our standard rate in 15 minute increments, but without travel or minimum.
Occasionally, we will have to take a call from another client when we're with you. We do not bill you for this time, and remember - that call may be you next time.
We use our discretion in evaluating whether or not phone, email, or remote support delivers more value than an on-site visit. If we feel that your issue cannot be solved remotely, we will work with you to schedule an appointment.
Cancellations
We understand that occasionally circumstances come up that require you to cancel a previously scheduled appointment. We will do our best to accommodate these situations, however, we ask that you give us as much notice as possible. Cancellations made within 24 hours of an appointment will be charged the 2 hour minimum for that appointment, while cancellations made when we are already in transit will be charged at the 2 hour minimum plus travel. We will always work with you to reschedule your appointment in a timely fashion.
Our hours
Our "official" business hours are 8:30 AM to 5:30 PM, Monday through Friday, except for recognized holidays. Our on-site appointment starting times are typically 8:30 AM to 9:00 AM.
Any request to work outside of these hours is evaluated on a per-request basis.
Emergencies
We will do our best to provide the fastest support possible. If your emergency does not conflict with a previous appointment, we can generally be on site within travel time + 4 hours during business hours. If it is an after-hours emergency, we can provide phone, email, and remote support at your contracted rate plus one half, or schedule you for the next available appointment. We evaluate each emergency on a case-by-case basis and work with you to get an optimum resolution.
New Clients
We require that all new clients print and sign this page prior to our arrival. This represents our contracted policies and by signing this document you agree to how we do business, how we bill for our time and authorize us to charge your credit card for payment to us for the services rendered after each visit or project.