For companies that decide to use us as their dedicated IT provider, here is our service "agreement" break down in detail:
We are open Monday through Friday; 10am to 6pm ~ Closed on the weekends.
Onsite Visits and/or Remote Support Services are equally charged at a rate of $80 an hour with a one hour charge minimum; quarterly visits can be scheduled for every 3 months if wanted/needed.
We have a 20 mile "fee free" service area for all onsite work.
Outside of 20 miles, we do charge for total mileage traveled.
If a even farther trip is requested/needed, we charge a "Trip Fee" based off needed time of travel (both to and from) as well as mileage.
Same day/next day appointments are rarely available and are very limited!
We recommend scheduling work that is needed about a week out (or more) if at all possible.
Although we typically have a busy schedule, we do have frequent cancellations & rescheduled appointments. So if you do have a pressing issue "that can wait" we can schedule out as needed, and then try to fit clients in sooner if something does become available.
Emergency Rates/Service is available however and would apply if quicker/sooner support is needed.
If you need technical support outside of normal operating business hours or just need immediate assistance, you can call us for emergency support at rate of a time-and-a-half per hour.
This includes after hours during the week, and days we are closed (per our availability).
This would be if there was a major issue that could not wait until the next business day, or when we are open again.
Payments of services rendered are due upon completion of work unless arrangements are made prior to the work being completed.
Any payment not collected at the time of services rendered, have up 1 week from the job completion date to submit payment; again this must be arranged prior to the job.
Anything past this time frame could incur late payment penalties and fees.
Net 30 Account setup is available as well after completing at least 3 initial jobs.
We are not responsible for any data loss from work that we complete as data backup of any/all critical data is the responsibility of the client(unless contracted otherwise).
We ALWAYS do our best make our clients aware about any possibility of further work that may be needed, possible recurring issue(s) or of any complications encountered at the time of initial repair.
If a problem or issue was not corrected during a repair or there are further developments with the problem, we can and will be able to fix the issue! However, there may be additional labor or parts charges to fix the problem.
If it is found that an issue or a failure to complete a repair was due repair/tech error, there is no charge for that follow-up Service/Repair.
However if further/additional work is what is needed to fix the issue(s), that time will be charged accordingly.
We cannot be responsible for re-infections of viruses or malware, water or power damage, misuse of the system by the client, or any other damage not resulting in the actual repair work done by Pacific NorthWest Computers.
We cannot be responsible for other issues arising from misuse; kids shoving mac and cheese in the CD Drive, beating on it with a hammer, water damage, dropping, fire, or other acts of God.
Pacific Northwest Computers is fully insured and licensed to provide any/all computer services in Washington State as well as outside of Washington; though some states are subject to WA State sales tax (unless exempt like Oregon).
Documentation of these can be provided as needed; upon request.