Policies and Out of Scope Pricing
At our core, we pride ourselves on a service philosophy that goes above and beyond to ensure your success. We love being flexible and generous with our time whenever possible. However, to sustain this high level of dedication and fairness for all our clients, we must rely on a foundation of mutual respect for our operational boundaries. The following section outlines our baseline policies and the standard costs incurred when these guidelines are not met.
01
Support Hours
Our dedicated support team is available to assist you Monday through Friday, 7:00 AM to 4:00 PM Pacific Time. Requests received outside of these hours will be addressed on the following business day.
03
Company Use ONLY
Company-issued computers are intended strictly for business use only. To maintain network security and compliance, personal browsing, social media access, and the storage of personal files or media are prohibited on all company devices.
05
Defining Support
Our Support team is here to fix what is broken. If a system was working yesterday and isn't today, that is Support. However, if you need something new that you didn't have before—such as a new server, a fleet of new laptops, or a new software integration—that is a Project. Projects require dedicated project management and engineering time and are billed separately from standard support.
02
Computer Restarts
To ensure optimal system health and security, we expect workstations to be restarted every 1–3 days. A fresh reboot is mandatory prior to opening a ticket or technician assignment, as this resolves a significant number of common issues instantly.
04
Onboarding and Offboarding
Please notify Support well in advance for all onboarding and offboarding needs. These transitions involve significant coordination—including equipment procurement, configuration, and shipping to remote workers—and require adequate lead time to ensure a smooth experience for your team.
06
Travel Notificatiopn
To protect your data, our security systems automatically flag and block connection attempts from outside the country. You must notify Support in advance of any international travel so we can temporarily adjust these settings. Without prior notice, foreign logins are treated as security breaches activating a team response.
Service / Violation Rate / Fee
After-Hours Support $250/hr (Minimum charge $150)
Short Notice Onboarding/Offboarding
$200/hr* (Standard Hours)
$250/hr* (After-Hours)
Foreign Login Investigation $250 – $500 per incident
Shadow IT Remediation $250/hr
Personal Use Remediation $200/hr