Terms of Service/Service Agreement:
For companies and clients that decide to use our IT services, here are our terms of service break down in detail:
To ensure that I provide you with the most effective and tailored solutions to your tech and computer-related problems, a consultation/assessment might be needed! A consultation and assessment is a very crucial step to being able to successfully help clients with their computer and tech problems.
While we strive to provide comprehensive support for various software and products, it's important to note that we are not official representatives of these software/product providers. Therefore, our ability to address certain issues may be limited. Product and Software Providers are ultimately responsible for the functionality of their product/service and they ultimately would need to be the ones to provide any kind of permanent fix, or be the ones to provide the information/instruction for a permanent fix.
While we do our absolute best to keep our systems and services protected, the client is ultimately responsible for keeping any/all of their data & information safe and secure. Clients who use our services acknowledge that they understand the services provided, the limitations, and their own responsibilities regarding data, service warranty/guarantee, scope of support, fee structures, response times, etc.
- Business Service Rate: $120 per hour with a one-hour minimum charge per job; onsite or remote.
- Residential Service Rate: $100 per hour with a one-hour minimum charge per job; onsite or remote.
- Emergency Service Rate: Emergency support includes same-day or next-day appointments, subject to availability; onsite or remote.
- Emergency support for residential clients is $200 per hour.
- Emergency support for business clients is $220 per hour. - Availability: Standard service hours are Monday through Friday, from 10 AM to 6 PM. Onsite appointments are generally scheduled from 11 AM to 3 PM. Earlier or later availability is limited based on my current onsite schedule.
- After-Hours Rate: Time-and-a-half per hour for services rendered outside regular business hours or during weekends. This includes after-hours support in critical situations to prevent delays until the next available appointment. This is for standard appointments that have been scheduled ahead and does NOT apply to Emergency Support calls.
- Response Time for Service/Support Requests: We try to get back to folks the same day if at all possible! But if we happen to have a busier-than-normal work schedule, please allow up to 24/48 hours for a reply for NON-emergency related support. If your support is an emergency support request, be sure to make it clear in any/all communication to us that you are requesting emergency support.
- We Do Not Provide Phone Support: Please note that Pacific Northwest Computers does not provide technical support over the phone for troubleshooting issues or problem resolution. All technical assistance is offered either in-person, through scheduled remote support sessions, etc. This policy ensures we can provide the most accurate and thorough support, utilizing diagnostic tools where necessary. For any assistance, please schedule an appointment.
- Standard Service Area: We provide onsite services within a 15-mile radius without additional charges.
- Travel Beyond 15 Miles: A "Trip Fee" is applied based on travel time (to and from) and mileage, calculated at $0.58 per mile plus $0.73 per minute for travel time.
- Optional Quarterly Check-Ups: Quarterly visits can be scheduled for routine maintenance every three months if needed. During these visits, we:
- Check hardware health
- Audit backup systems and their status
- Run antivirus and malware scans
- Audit and improve system security
- Perform OS and software updates
- Conduct general system clean-ups and address any specific issues
To ensure that I provide you with the most effective and tailored solutions to your tech and computer-related problems, a consultation/assessment might be needed! A consultation and assessment is a very crucial step to being able to successfully help clients with their computer and tech problems.
- Consultation services are charged at our standard hourly rate respectively, depending on whether they are a business or residential customer.
- Consulting services are charged the same one-hour minimum charge as our regular onsite or remote service.
- 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.
- Client Responsibility: Pacific Northwest Computers 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.
- Service Guarantee: If an issue is not resolved during a repair or if new issues arise related to the original problem, we will attempt to correct the situation without additional labor charges, provided it was a service or technician error. However, new issues, unrelated incidents, or additional requests will be charged at the regular rate. Our service guarantee is for up to 14 days from the completion date of the job/work.
- Force Majeure: Pacific Northwest Computers is not liable for delays or failures in service due to events beyond its control (e.g., natural disasters, acts of war, supplier issues, supply chain issues, etc).
- Limitations on Liability: Pacific Northwest Computers 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 Pacific Northwest Computers
- The Limitation of Liability caps the liability of Pacific Northwest Computers to the total amount paid for services rendered.
- Clients agree to indemnify and hold harmless Pacific Northwest Computers from any claims or damages related to the misuse of the system(s) or software.
- The jurisdiction(s) of Washington State, the City of Vancouver Washington, and/or Clark County Washington, will govern these terms of service.
- Limited Availability: Same-day and next-day appointments are subject to availability. We recommend scheduling at least one week in advance if possible.
- Emergency Services: Emergency services are available and charged at $220 per hour for business clients and $200 per hour for residential clients. After-hours emergency service rates are billed at time-and-a-half and apply to any service requests made outside of regular business hours, including weekends.
- Service Coverage: Pacific Northwest Computers is fully insured and licensed to provide computer services in Washington State and in other states where applicable. In some states, services may be subject to Washington State sales tax unless the client is tax-exempt (e.g., in Oregon).
- Documentation: Upon request, we can provide documentation of our licensing and insurance coverage.
- Confidentiality:
- Passwords and any other login information to the client's accounts, computers, networks, etc will not be revealed to anyone in or outside the company.
- We do not keep a record of a client's login information unless we are explicitly asked to do so by a client.
- Any and all computer and account access will be solely for conducting repair or support services.
- If a company or client has a system with sensitive data/information, we can and will sign any needed Non-Disclosure/Confidentiality Agreement.
- No software program(s) owned by the client will be removed or transferred for any reason from their computers, electronics, or any other digital property. Any obtained personal/technical information will not be shown or revealed to anyone.
- For any reason at all, if a client decided to no longer user our services, all copies of any stored information regarding a client and their computer/technical setup, will be returned to client immediately and removed from our systems permanently.
- Data/Privacy:
Helping to keep personal data safe against loss, misuse, unauthorized access, disclosure, and alteration when we are working on your computer(s) (in-shop or on-site) keeping your data and personal information secure is our top priority!- When a system is brought in for service or repair, we use technical, physical, and administrative security measures that include:
- Firewalls; to help prevent outside unauthorized access.
- Data Encryption; for any information transmitted between a client and Pacific Northwest Computers.
- Physical access controls; for where computers will be stored and worked on when brought in-shop.
- When a system is brought in for service or repair, we use technical, physical, and administrative security measures that include:
- Client Expectations: For non-emergency services, we generally schedule 3-5 days in advance, though cancellations and rescheduled appointments can provide earlier openings. Regular business clients who want routine IT management can benefit from scheduled quarterly clean-ups or as-needed visits.
- Scheduling Appointments: Routine services, including onsite visits and remote support, are charged at the same standard hourly rate of $120 per hour for business clients and $100 per hour for residential customers. Scheduling in advance is HIGHLY recommended to better ensure availability.
- Non-Solicitation: To protect our relationships with our clients, clients should not solicit any of our technicians for direct employment or services outside of Pacific Northwest Computers.
While we strive to provide comprehensive support for various software and products, it's important to note that we are not official representatives of these software/product providers. Therefore, our ability to address certain issues may be limited. Product and Software Providers are ultimately responsible for the functionality of their product/service and they ultimately would need to be the ones to provide any kind of permanent fix, or be the ones to provide the information/instruction for a permanent fix.
- It can sometimes rely solely on the software/product provider to be able to fix and address issues, as it is their product/service.
- We can certainly help with general troubleshooting and provide guidance to the best of our ability. However, for specific functionality, performance issues, or other detailed inquiries related to the product, we recommend contacting the official support channels of the software/product provider. They are ultimately responsible for ensuring the proper functionality and performance of their products and are best equipped to provide the necessary support.
- We can be hired to come out and work with any product/software vendor’s/provider's technical support directly on your behalf, and help you hold vendors/providers accountable for their product or service issues. This service is charged at the appropriate residential/business hourly rate, and any associated fees, charges, etc. would be billed for as well.
While we do our absolute best to keep our systems and services protected, the client is ultimately responsible for keeping any/all of their data & information safe and secure. Clients who use our services acknowledge that they understand the services provided, the limitations, and their own responsibilities regarding data, service warranty/guarantee, scope of support, fee structures, response times, etc.
Company |
|
