Feel free to contact us with any questions you have. However, we have compiled a list of the most common questions we are asked.
Our rates are simple and straight-forward, either an on-site hourly rate or in-shop flat-rate. We offer fair and honest pricing with no hidden fees.
On-site rates for most services are detailed below, however, if your technician discovers that the service would take over 90 minutes – excluding networking – you'll be offered to alternatively have your device serviced at our location where flat-rate pricing could be more economical.
All drop-off services at our location are 1st come, 1st serve and always billed flat-rate – not charged based on hours, no matter how much time it takes to complete the service. Note, due to our policies, we do not give in-shop flat-rate pricing over the phone, see below.
Small Office, Home Office
1 hour minimum, 30 minute increments thereafter
B&M, Small business
1 hour minimum, 30 minute increments thereafter
Great for small, quick fixes
Flat rate fee. View our remote support page for details.
Prices listed is for labor only and excludes sales tax, hardware/parts &/or software, backup media, materials or shipping of parts. Not all services we offer can be done on-site. Allow 3 days for in-shop services. Priority servicing available (font of line, except Friday's and Weekend's) and incurs an additional fee of $40.
There is a minimum charge of $40 for all on/off-site services provided. While we're happy to give advice, please note that our minimum charge will apply.
OBH is billed at double time – including overtime, weekends and holidays, while ProManaged is billed 1.5 times. Normal rates apply for remote support.
For managed IT services to be of value to your company, you should have at least 5 workstations/end users. The maximum size depends on your company’s business model, number of locations, strategic initiatives, growth plans, etc.
For companies under 50 workstations/end users, an MSP can be the total IT department (CIO, service desk, network administration and centralized service) or just act as a supplement to in-house IT staff with ala carte services and projects.
For companies with more than 50 workstations/end users, we usually see businesses hire an in-house technology engineer, but still keep certain parts of IT strategy, business continuity, cybersecurity and device patching & monitoring outsourced depending on your needs.
We do not have an onboarding fee. From our technology assessment, we may find gaps and/or vulnerabilities around backup & disaster recovery, cybersecurity, and business continuity that you will and should hold us accountable for. We would rather have our clients invest in fixing these gaps and getting their foundational technology stack in order than charging a fee to bring you on board.
You do not have to sign a contract, but if you would like one, we're happy to provide one. We do have a minimum of a 6 month agreement term. Either way your monthly fee is locked in for one year and only changes when you add a user, workstation/laptop, or network.
Service Desk is provided to answer your team's questions from 8:30 am to 5:30 pm Monday through Friday via phone, email, or customer portal. Our dispatch team verifies the requests and assigns your tickets to our awesome team of service desk engineers. This includes everything from password resets to outages. We support you using remote connect tools and as needed will send an engineer on-site to handle the request.
We also provide afterhours support for other service requests either for an additional monthly fee or on an hourly basis.
They should reach out the same way that they would during normal business hours. We have a primary and backup support engineer on call every single night, including holidays, weekends, etc.
We won't nickel and dime you for service requests that are on the fringes of business hours. However, if a ticket should require immediate assistance and is clearly after hours, we will confirm with your authorized contacts before proceeding. This is to avoid an unexpected bill at our after hour's rate.
There is no catch. Over the years we have determined what level of workstation health is achievable on any given workstation and we know how many hours of support are needed for a workstation of that complexity, when it's properly managed.
We can use those ratios to predict how much support you're likely to need once we onboard and stabilize your workstations. In the beginning, we'll lose money because we are taking care of neglected items and spent-up IT demand. Eventually, we'll get all of the gremlins out of the workstations and move into the next phase, which is maintaining and planning for the future.
There are a few things that our MSP doesn't offer:
Yes, however over-the-phone estimates are non-binding and are intended for informational purposes only so that you can have an idea of projected cost, but unless we have the device in our hands to provide diagnostics, we cant offer an accurate, binding estimate.
While we try to be as thorough as possible with all estimates, we do not guarantee that our estimate is all-inclusive and final. Often, it is incredibly difficult or impossible to identify every problem affecting a device until some work is performed. Our estimates may evolve or change either up or down during the course of servicing your device.
If our technicians need to update the estimate, we will let you know why it has changed, and request permission to continue the service. If there are ANY changes on your estimate, we will ALWAYS let you know immediately, and all changes MUST be approved by you before we move forward with any work. Our initial estimate will always remain valid within the scope of the services it was originally attached to, though we may advise you that the original service may have become unnecessary or unlikely to resolve the issue.
Due to the nature of our business, we're unable to offer payment 'on account' for residential customers. However, for business customers we offer a NET 10 payment option for your convenience – although at our discretion. Otherwise, all services require payment upon completion and can be paid by Cash, Check or major Credit/Debit Card. See below for more inormation.
For businesses interested in our NET payment terms, please use our application to apply.
We accept the following major credit and debit cards – Master Card, Visa, Discover Card and American Express. Business clients may be given the option to pay their invoice online and we use Quickbooks for this method.
Personalized checks will only be accepted with a valid drivers license and a valid phone number. However, starter, unnumbered or non-personalized checks will not be accepted.
A fee of $55 will be charged for any check returned for any reason. This includes a $35.00 NSF fee plus a $20.00 administrative fee to process these returned funds and re-bill. See our Terms & Conditions for more inormation.
Our minimum onsite charging period is one hour, charged in 0.5 hour blocks thereafter. If there is time left over, at your discretion, your technician can spend the remaining time optimizing your system or providing advice.
Our work is fully guaranteed. All new hardware is covered by a manufacturers warranty while any refurbished components are covered by a 30 day parts warranty through us and in both cases a 30 day labor warranty. Services where no physical goods are sold will be covered by a 48 hour labor warranty, except for virus remediation. Re-contamination of computers is at the customer's risk. See "Why didn't my anti-virus work?" below for more inormation.
Short answer is yes! However, due to Apples own policies, we are limited to certain year models and can upgrade or replace memory, battery/s, keyboards/trackpad &/or hard drives. On certain laptops we can replace a broken screen. We do not work on cell phones or tablets.
NOTE: Any services or modifications to Apple devices WILL void your warranty.
Buying anti-virus software does not guarantee you to be 100% virus free for the life of the product. An anti-virus program can be overruled by the user at any time and no anti-virus product can protect against 100% of threats. Viruses will often disguise themselves as something else to trick the user into allowing it onto the computer. The point of anti-virus software is to minimize and reduce your risk on the internet. Each user accesses the internet at their own risk.
Yes. Seniors & Students (with valid student ID) receive 10% off all hourly and in-shop flat-rate services. We do not provide discounts for remote services. Businesses receive a discount only if under a ProManage contract. Additionally, we back our blue, first responders and active military (valid ID required) with the same discounts.