TERMS OF SERVICE
Any data on the computer needing service is the client’s responsibility and should be backed up onto other media prior to any services being performed. If the computer needing service has any spyware/malware or viruses that have contributed to the problem(s) that the client has reported, the data and/or operating system may become corrupt, deleted or inaccessible as a result. Thus, the client does not hold Brite Technologies, LLC, its associates, technicians or affiliates responsible for any data loss, reinstallation of an operating system or reconfiguration of any personal user profile accounts needed to restore the affected system back to normal operation.
Spyware/Malware and Virus Removal:
If this is a spyware/malware or virus related service request, Brite Technologies, LLC will perform system scans using the most up to date spyware/malware and virus removal software to determine whether a reinstallation of the operating system is necessary to fully resolve the problem. The scans & removal process could take up to 4 hours to complete, depending upon the number of user profiles and severity of the infection. Brite Technologies, LLC will attempt to get initial results within the first hour of service to determine whether a full windows reinstallation will be necessary to remove the infections. It will be the client’s decision on continuing service beyond 1 full hour or have a partial resolution or work-around put in place by us for the necessary time it takes to obtain that point of resolution.
The client is responsible for possessing all operating system and application software media along with any authenticity key codes or licenses for any reinstallations of that application. If the media is unavailable, the client may purchase a copy of software desired or needed from Brite Technologies, LLC at the current price plus any ordering and handling fees associated with that purchase.
Cancellations and No-Shows:
The client is to cancel any service request by phone at 877-577-2848, ext 3 at least 1 hour prior to confirmed appointment time. If the technician arrives and the client is not available or has elected to cancel service without making the necessary phone call, the client will be assessed a $40 flat charge as a no-show or cancellation fee and must be paid prior to any further services being performed. Brite will make 2 attempts to contact the client at the phone number(s) on file with documented efforts and gain access to the equipment prior to enforcing this rule and applying the fee associated.
Terms of Payment:
Effective April 1, 2017: The client is to provide a payment source to be on file at the time of service request submitted. This payment source will be used to complete the billing process for all completed services. NOTE: There will be no charges to your account until we have submitted your invoice(s) electronically and has been up to 24 business hours M-F for client review. Acceptable payment forms are check, credit card or money order. If the client is a business operation that is invoiced, payment must be received within 15 days from the date of service, unless prior payment terms have been agreed to by Brite. Failure to pay the remaining amount in full by the due date will result a late fee of $25 plus any additional collection and/or attorney fees associated with collecting the debt. Checks shall be made payable to Brite Technologies, LLC. Any payments refused by the client’s financial institution due to NSF or closed account will result in a $25 returned check fee plus collection fees and will be added to the outstanding balance due.
Billable Rates and Minimums:
NOTE: Effective July 1, 2018 our service rate table has been modified.
Brite Technologies, LLC charges the following:
Service contracts start at $40.00 per device per month for commercial and $40.00 for up to 2 devices for residential/home-based businesses. Includes virus removal, computer optimizations, printer malfunction support, Norton internet security subscription (1 yr license), network troubleshooting and configuration, windows OS user and application support, proactive device monitoring, unlimited remote support requests at no charge. All onsite service requests under contract are 25% off standard hourly and flat service rates. The full service list can be found here – Monthly Service Agreement Info.
Hourly rate services for all computer/printer related requests are billed $140.00/hr with a 30-minute minimum for onsite support and $120.00/hr with a 15 minute minimum for remote/telephone/depot support. All network and server support is $145.00/hr with a 2 hour minimum onsite and 1 hour minimum remote. Network server devices are classified as modems, routers, switches and servers.
Flat rate services for downloaded and/or emailed instructions to resolve problems are $30.00 per resolution. If multiple resolutions are involved, the billing will be applied to each solution provided. The maximum hours to be charged for any non-project related service request shall be 2 hours. Onsite flat rate services are $120.00 per computer for virus removal, failed internet connection, failed printing, computer optimization, email support issues, failed hardware issues (parts not included). Remote/depot flat rate services are $60.00 per computer for the same services listed for onsite flat rate services.
Project rates are based on quote and approval only in all cases, however the standard rate for desktop support services is $90.00/hr and network server support is $130.00/hr. All onsite consultation and site surveys are billed at $50.00/hr with a 1-hour minimum. All parts or software orders have a $30.00/hr administrative fee charged per order per vendor order (online or local retailer). Travel and Pickup/delivery of equipment have a $30.00/hr with 30-minute minimum each instance one-way or round trip for pickup/delivery.
Emergency requests are assessed an additional flat charge of $50.00 for computer/printer services and $100.00 for network/server services per request. Emergencies are classified as services provided during non-business hours and/or immediate service requesting a technician to be onsite less than 4 business hours to resolve the problem reported.
NOTE: Rates are subject to change without prior notice, but will be in effect as of the 1st date of the services provided and not what has been posted in prior terms of service statements unless a formal quote or estimate has been given to the client in advance for a service or project.
Technician and Client Sign-off:
Prior to the technician leaving, he/she should check to ensure that the client can operate the equipment in a manner that is acceptable by being able to print, access the internet and access email. If there is no printer or the client does not currently have internet access established with a provider, this requirement is not applicable. The client shall also acknowledge acceptance of the fully working equipment or that a temporary solution is in place by initialing paperwork held by the technician. A copy or duplicate of this paperwork shall be left with the client.
Warranty on Parts and Services:
All services have 30 a day workmanship warranty from completed date on any hardware items installed and listed on the invoice details reported. Note that recurrences of viruses and/or spyware are considered the fault of the client based on computer usage after service or the type of virus infection that can reproduce itself at anytime once internet access is used by the client. Any additional support needed to continue a software error or virus removal resolution will result in additional billing at $140.00/hr in 15 minute increments on return visit or remote access and telephone assistance versus being charged a new 1-hour minimum. Exceptions are revising startup settings, turning system restore back on and adjusting internet security or anti-virus software after being changed by Brite Technologies. New parts have 1-year part replacement only. Used parts have 30-90 days parts replacement only, based on vendor warranty given. All part replacements under warranty will have a $40.00 flat rate labor billed at time of replacement, per request.
Terms of Sale:
All sales involving 3rd party vendor purchases will be treated as a service only provided by Brite, as we are not a retail-based business. We merely act as an agent to the client to assist with purchases being made for computer parts, computer systems and software applications. Service fees are applied to the final invoice for equipment handling and administrative support to the client. All 3rd party vendor sales transfers that we invoice to the client are final and any returns must be handled by the 3rd party selling vendor’s terms of sale, which will be indicated on our invoice. However, we will assist our client’s with the returns process, if needed. Payment for 3rd party vendor purchases must be paid in full by the client via check, money order or credit card and have cleared our bank or credit card merchant systems prior to the order being placed with the 3rd party vendor(s).
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