One Hour Per Month / Allotted  Hours – The plan includes one hour of support per month, which applies to requests that require more than 15 minutes to complete or any calls, remote sessions, text messages. This allocation provides a total of 12 hours of support per year if you use one hour each month. Alternatively, you can use up to 8 consecutive hours of support at once under the plan, with any additional hours billed separately as overages.

Rollover Hours or Waived Overage fees Policy

For the purposes of this policy, “Client” refers to the individual or entity as defined in the Terms of Service linked at the bottom of this page.

If the Client exceeds their included time allocation by more than 150% on more than three occasions within a calendar year, the following terms will apply:

1. Discretionary Overage Alerts and Forgiveness: The decision to alert the Client of excess usage or to forgive overages is at our sole discretion and is typically based on the expectation that the Client will maintain their service plan on a long-term basis. We reserve the right to assess and address overages on a case-by-case basis.

2. Excess Usage Warning: If we choose to issue a warning, the Client will receive a written notification via email upon exceeding the allocated time by more than 150% for the third time within a calendar year, detailing the repeated excess usage.

3. Options for Managing Excess Usage: Following a warning, the Client will have the option to:

   a. Upgrade Time Allocation: Upgrade their contract to include additional time at a mutually agreed-upon rate to accommodate their increased usage needs.

   b. Pay for Future Excess Usage: Continue with the current contract rate and pay for any future excess usage at the rates specified on our Rates Page. The applicable rate per hour for excess time will be determined based on the rates published on the page at the time of the overage.

4. Notification and Response Time: If notified of excess usage, the Client must respond within 3 business days of receiving the notification to select an option. If no response is received within this time frame, the Upgrade Time Allocation will automatically be put into effect, and the service contract price will increase by a proportional amount based on the percentage of the overage averaged over the last 3-6 months. 

5. Right to Decline Options: If the Client does not wish to accept the automatic upgrade, they must notify us within the response time. Otherwise, the upgrade will be applied, and the new rate will be reflected in their service contract going forward.

Covered Users are users we explicitly allow to utilize the plan services.
Any users explicitly stated on an SOW or Invoice are “covered”. 

Secure data backup includes one machine, additional machines are priced starting at $81/year.

Theft protection does not guarantee recovery.

Drone photography and imagery is billed based on mileage and journey time, and includes a max of 15 minutes of edit time to output up to 10 photos or one 30 second video.

Service bundling eliminates rollover hours. Depending on the service you intend to bundle, there may be limited availability.

Unlimited email support covers queries that require less than 15 minutes to resolve. Each request beyond 15 minutes will count toward your allotted hour.

Equipment Insurance is offered at your choice based on what you want us to cover and may involve additional annual or monthly expenses.

Free Annual in person maintenance includes 30 minutes, while Free Biannual Video Calls include up to one hour each. Utilization of either of these services will automatically adjust your plan to the current annual pricing, as displayed on the purchase button posted here and will renew your contract as of the date you schedule your Free Annual In person. Out-of-state users will get in-person support every two to three years. These are counted in calendar year, not billing year.

Downtime monitoring must be requested.

Automated security updates may not be able to cover all possible scenarios, and some may require human intervention, which will utilize support time.

Discounts on emergency support require our cyber security bundle with explicit coverage on the invoice or SOW for the affected user.

Hacker/Virus protection refers to Bitdefender Gravity Zone anti-virus for one computer.

Included Cyber benefits include one computer and one user. Must be on current pricing structure to gain access to Cyber Benefit Choices.

Personal support plans include support for all computers. Small business plans include support for up to 25 machines. Additional machines will require our cyber security bundle to include.

Additional information can be seen on our welcome page.

We reserve the right to limit services and bill additional hours worked at our standard in person rate for anything we consider excessive or an abuse of service.