Support Agreement: our basic agrement is $150/mo and includes 2 hours of support; we also offer a $300/mo agreement which includes 4 hours of support. Support covers consultations, website changes (design, content updates, or troubleshooting), on-site support, network support, telephone support, remote management, vendor support, and so on. Hours do not roll over. Time is measured in 1/4 hour increments. Support Agreements optionally include unattended remote management software. We charge mileage at the current IRS mileage rate, but we do not charge for a “truck roll” for clients with a current Support Agreement.

Support Agreements are month-to-month and can be suspended at any time, but there is no credit for partial month cancellations. You might consider a support agreement (a) during the first few months of installing a new product, (b) if you have on-going and frequent website or VOIP changes, (c) we are helping you onboard a new employee, or (d) if you want to make sure we are available to you anytime you need assistance.

Clients with support agreements can usually reach us anytime during business hours or with some delay and by appointment off-hours. We cannot guarantee off-hour support to clients without support agreements.

On Site Support: we can provide on-site support and training if remote management isn’t practical or possible. In this case, we charge non-Support Agreement clients for a “truck roll”, and everyone for mileage and travel time. Some products come with on-site installation (see product details) for no charge.

Remote Management: we use “remote management” tools (RMM) to provide support to our clients from our office locations. Usually, we can efficiently troubleshoot and resolve issues without the need for an on-site visit, saving valuable time and resources. Additionally, our unattended software enables you to access your desktop or network remotely, ensuring seamless productivity whether you are working from home or traveling with a laptop or mobile device.

Remote management software comes in two flavors – attended and unattended. Attended software: you download the software (or you can save it on your desktop for quick access), provide us with a “key”, and then you can watch what we do. This type of support is perfect for assistance with email configuration or network troubleshooting. Unattended software: this allows us to trouble shoot issues when you aren’t available, plus it allows you to access your desktop and/or network from a laptop while you are traveling or at home. This feature is particularly advantageous for professionals such as accountants, tax preparers, lawyers, and anyone else who heavily relies on accessing data stored at their office.

Pricing: the following represents our costs for support. Truck rolls are a flat fee. Hourly rates are in specified increments, rounded up.

  • On-site Support: Truck Roll (non-Support Agreement only) – $135, then $135/hr in 1/4 hour increments ($33.75) after the first hour. For travel over 10 miles, we bill the IRS Mileage Rate plus travel time at $67.50/hr. Our network tech lives in Oakridge, and our office and general support staff live in Cottage Grove. We can combine and split travel time for multiple clients serviced on the same call.
  • Remote and Office Support (during business hours): with a support agreement, our rate is $95/hr billed in 1/4 hour increments after the hourly support bank is exhausted. Without a support contract, our rate is $135/hr, the first 1/2 hour and then in 1/4 hour increments. Remote support includes using our remote support software to train or troubleshoot issues, telephone support other than general questions or answers that require minimal effort, and in-office support such as mobile phone configuration or website modifications.
  • Remote Management Software: attended RMM software is free. Unattended RMM software is $5/mo unless included with a Support Agreement.
  • Off-hour support (before 8am and after 5pm Pacific time): off-hour support for cllient with a Support Agreement will be billed at the rate of $135/hr in 1/2 hour increments, and is generally offered only to clients with a Support Agreement, and then by appointment. Emergency support to any client will be billed in 1 hour increments, and cannot be guaranteed.
  • Setup and monthly recurring charges: all products are individually priced. Charges may include “ramp up”, initial training, on-going configuration changes and maintenance, license fees, and so on. See product details for specifics. For example, email includes telephone and/or remote support (attended RMM) for no charge. Website hosting may or may not include software updates or on-going maintenance or changes.
  • Specialized equipment and software: we can supply loaner phones or digital-to-analog devices for no charge while issues are being resolved. Certain specialized equipment and software may incur a fee. For example, Zoiper softphones are either free or $50 one time. New VOIP phones sold by us are priced at retail and configured for no additional fee. Used VOIP phones are sold and configured by us at cost + 20%. If you purchase your own phones, we charge normal support rates for configuration.