*We guarantee a 2-hour initial response on every service ticket, or the first hour is free.
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1 Policies Our SLA Guarantee: *We guarantee a 2-hour initial response on every service ticket, or the first hour is free. Our ongoing promise is fast, friendly, and reliable service. *Once we receive your initial service request, we will respond within 2-hours by creating a trouble-ticket, and a technician will contact you to set up an appointment. If you do not receive a call from your assigned technician within 2-hours, your first hour of service is on us. Emergency Assistance We are only subject to respond to your request for help *now* based on our availability, and during normal business hours. We offer escalated priority response to our customers in emergency situations where our regular scheduled appointments may be preempted by this type of service call. However, emergency calls are costly for us to deliver and can only be provided at our discretion and availability. Upon receiving your emergency service request, we will begin working on your ticket by end of the same business day. Emergency calls will be billed at a $150.00/hr. rate. The customer must clearly specify their request for Emergency Assistance, and understand that they will be billed at this special rate. Notes: All customers must be aware that on rare occasions their upcoming appointment may be rescheduled due to another customer s emergency service call, and every customer has the right to ask for emergency service as well. The emergency rate in conjunction with the term emergency is non-negotiable, and there can be no exceptions. Billing: Terms DUE DATE: Payment is due upon receipt of invoice. PAYABLE: Account balances are payable within 20 business days. LATE PAYMENTS: Accounts are delinquent after 20 days. A late charge of $25 will apply. Balance must be paid prior to receiving further service. Rates & Fees For a complete list of policies regarding Rates and Fees, please see our Rate & Fee Schedule. Standard Hourly Rate -All break/fix Service Requests are delivered via our Standard Hourly Rate of $80.00/hr., with the first 10 minutes, free. Break/fix service is defined and billed as any service delivered that is not already covered by a Managed Services contract or Block Hours.
2 Minimum Service Charge for Break/Fix Services All Service Requests not covered by a Managed Services contract or Block Hours is subject to a $45 Minimum Service Charge per ticket (applied towards final bill if greater than the fee itself). Travel Fee & Mileage Charge for On-site Service Delivery - $25 Travel Fee applies for service delivery beyond 25 miles - On-site service deliveries are subject to a mileage charge of.50/mile. Malware & Virus Cleanup- A truth in reality about malware and viruses... It is our long time experience cleaning systems of malware using software and manual techniques, frequently ends with unpredictable results. No technician can make a reasonable guarantee that once cleaned, your computer will perform *any better* than it did before the infection. Why? Many systems that become infected usually had one or more other problems prior the infection, oftentimes without the customer even knowing it. Perception and expectations also come into play. A customer might also think their system should be running faster now that it has been cleaned, but in reality it may be as fast as it's going to get! So the infection itself may or may not contribute entirely to a systems poor performance. What this really means is the customer asks us to remove a virus on a system that may already have problems enough without the virus in the first place! Unfortunately, most of these problems are expensive to troubleshoot beyond 1-2 hours, and a time-saving reinstallation of Windows is recommended. The only foolproof way to "clean" a system of malware and truly restore "like new" performance is to format (backup first if necessary) and reinstall Windows. As drastic as this sounds it really isn't, and more often than not ends up being cheaper on the customer's final bill than a manual removal. PC Guru charges a $45.00 Minimum Service Fee to assess the customer's infection. This fee may be waived or included in the final bill depending on the work to be done. Knowing the most likely outcome upon assessment, the tech may recommend one of two paths: Manual Cleanup- A thorough attempt at manually cleaning the customer's system will be performed, using a variety of top rated software and manual removal techniques, at our regular rate of $80.00/hr. No time/cost guarantee can be made, and no estimate is possible. We cannot guarantee a 100% successful cleaning for a variety of factors, many of which are stated above. For these same reasons, we also cannot guarantee any improvement in system performance once the system has been rendered
3 malware/virus-free. We also cannot guarantee against the possibility (however remote) of the customer experiencing data loss. The customer will be asked if they have a backup ahead of time. If they do not have a recent backup, the tech will offer to perform this service *separately* for $65.00 per 12GB (+ $35.00 for any additional data). Restore (if needed) is included. *Windows Reinstall- For $ this option involves formatting the customer's hard drive and reinstalling Windows, loading Windows drivers, and reinstalling the customer's applications (customer must provide their own software and license keys). *This service does not include backing up or restoring customer's data. The customer will be asked if they have a backup ahead of time. If they do not have a recent backup, the tech will offer to perform this service *seperately* for $65.00 per 12GB (+ $35.00 for any additional data). Restore is included. The customer may also opt to have the tech perform a full system recovery using the manufacturer's "recovery disks", if available. Mac and Smart Phone Support PC Guru does not officially support Macs, itunes, the iphone, ipad, or other "Smart Phones" (Android, Blackberry, etc.) However, at the customer's request, PC Guru may perform certain basic Mac-related services, such as the initial setup and data/file transfer from PC to a new Mac. This service will be billed at our regular hourly rate, and PC Guru *cannot* guarantee the desired results due to common issues other people have experienced, as well as the potential for unknown and/or pre-existing conditions in Windows which may prevent or hamper a successful implementation. Policy for troubleshooting problems relating to sync ing PC with iphone, ipad, or other smart phones: At the customer s request, and the PC Guru technician s discretion, we may perform a series of troubleshooting steps or processes, at the customer s expense, including working with Apple support on the customer s behalf. However, this service has the potential for being very costly due to frequently incurring undesirable amounts of time involved in resolving pre-existing or underlying issues before- being able to resolve the customer's reported issue.
4 The technician must have full discretion if PC Guru provides this service, and may at any time in the process stop and recommend a number of options, including reinstalling the OS or terminating further work and the customer would need to work with their vendor support. PC Guru must bill for this type of service at our full, regular hourly rate or $80/hr., and we cannot guarantee a satisfactory result due to the large number of potential variables and knowledge of Windows and itunes that is beyond the scope of PC Guru's capabilities. Web & Hosting Web and hosting is billed to the customer per our Fee Schedule. PC Guru will support your hosted directly at our Standard Hourly Rate. Spam cleaning may be performed for a fee of $20 per incident. All existing mail will be deleted. PC Guru customer requirements prior to performing any Service Delivery *IMPORTANT! It is the sole responsibility of the customer to keep and/or maintain their own recent backups of all their data, as well as prior to PC Guru providing ANY service. Because of the nature of computer hardware and software, data loss can happen for many unforeseen reasons. PC Guru *CANNOT* beheld responsible for ANY lost customer data including any data that might be lost while performing any backup and restore services. PC Guru policy for customer support requests ( No response from customer - Customer no-shows for appointment) If a customer has an appointment with a tech and cannot make or need to reschedule the appointment, they must let PC Guru know *before* the appointment. If a customer has PC Guru open a new trouble ticket, it is assumed the customer will return the technician s calls or other communications in a timely manner. Sometimes a customer may resolve their own issue, it may miraculously go away by itself, or even in some cases customer contacting another support entity for help *before* an appointment is made with PC Guru. In any of these cases the customer *must* express their intentions to PC Guru or we may elect to decline providing service to that customer. For non-response by customer 1. Customer contacts PC Guru for help with an issue. 2. PC Guru will open a trouble ticket. 3. A technician will contact the customer to make an appointment and gather other info pertaining to the case. In no answer, a message will be left.
5 4. The technician taking over the ticket will make 3 attempts to contact the customer (2 of which must be by phone). 5. If no response after 24 hours, PC Guru will close the ticket. For customer no-shows (when the technician arrives on site or is prepared to deliver remote support at the appointed time) If the customer has an appointment set with the tech and is either not onsite or available when the tech arrives or is not prepared for a remote service delivery appointment, the tech will wait for up to 30min, at the customer s expense, and then will leave. At this time the PC Guru Minimum Service Fee ($45 ) will be automatically billed to the customer for the missed appointment. This applies to no pre-arranged cancellation, notification, or reschedule. The current ticket will be placed on hold for 48 hours to determine whether the customer still wishes PC Guru to help them or not. If there is no response from the customer the ticket will be closed.
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