Frequently Asked Questions
Q. How do you charge for services?
We provide managed services that are prepaid annually, though we can also provide them at a monthly rate with an annual contract. While we offer hourly support, we have a minimum service level of our Tier 1 - Antivirus Admins managed service for all clients.
Q. Do I need a contract for managed services?
Our default option for managed services is annual prepayment, in which case a contract is not required. In cases where monthly payments are needed or desired, we will draft up a contract for a 1-year term. We have a 30-day grace period from signing the contract wherein either side can back out of the contract with no penalties. For annual prepayments, we will provide a full refund if canceled within the first 30 days. This lets you see if our services are right for you without fear of penalty or being trapped in a contract.
Q. When do we pay for services?
For hourly-only services, we will ask for an estimated prepayment prior to billable work being performed. For managed services, recurring payments are set up separately and typically will be billed on the 1st of the month.
Q. Do you have a cancellation policy or charge late fees?
Yes. For a complete list of our policies around payment and fees, see our Fee Schedule.
Q. Do you support Macs?
We support both Macs and PCs, both laptops and desktops, and have various certifications for both platforms, including:
- Microsoft Certified Technical Specialist (MCTS)
- Apple Certified Support Professional (ACSP)
- Microsoft Certified Systems Administrator (MCSA)
- A+ (hardware troubleshooting)
- Network+ (network protocols and troubleshooting)
- Security+ (security algorithms, best practices for computer security)
Q. Do you do any hardware repairs?
Not directly. We partner with local companies to facilitate hardware repairs, and our Holistic Hardware service helps to better manage the overall age of computer equipment to reduce the likelihood of needing repairs in the first place. NOTE: Our Holistic Hardware service is currently not available. If you are interested in this service, please let us know and we will be happy to add you to our waiting list.