Q: If I sign up for this programme, what is my commitment?
We request that clients sign-up for a twelve-month commitment to allow us to allocate the appropriate resources to your account. However, for first time contracts, we will allow an initial six-month commitment to allow you to test the waters and see if this programme works for you.
Q: Are new hardware and software installation costs covered under this agreement?
A: Yes, if you sign up for the Premium Service. If you are a Basic or Standard Level Client, you will receive a discount on our rates for installing and configuring new hardware and software. Note: The costs of the hardware and software are NOT included. However, we will act on your behalf to research, recommend, and purchase new hardware and software at no additional cost if you are a Premium Level Client.
Q: Do I have to cover all of my hardware and can I “mix-and-match” coverage levels?
A: You can elect to only have cover on the machines you deem essential to the running of your business and pay-as-you-go for problems with other machines, however all machines of a same type must have the same level of coverage, i.e. all workstations must have the same level of coverage. Servers and workstations do not need to have the same level of coverage.
Q: Will you guarantee that I won’t have any technical problems or downtime?
A: No, we cannot guarantee that you will never have any technical problems or downtime; no one can. However, we will guarantee you will see a significant drop in the number of problems you experience and a dramatic improvement in the speed, performance, and reliability of your system. Plus, if you are a Premium Level Client, we will resolve any computer network problems without billing you additional fees.