Q: What can the retainer hours be used for?

A: The hours can be used for virtually any IT-related service, including consulting, troubleshooting, training, installations, repairs, system setup, and general IT support, either remotely or On-site.

 

Q: Do the hours expire?

A: No. The hours do not expire and can be used anytime until they are fully used.

 

Q: Is the retainer remote-only, or can it be used On-site?

A: Both. The hours may be used for remote or On-site service, depending on your needs.

 

Q: Is there a long-term contract or obligation?

A: No. The retainer is prepaid for a 10 hour block. Once those hours are used, you may choose to continue with another block or cancel, there is no obligation to renew.

 

Q: When is payment due?

A: The 10 hour block is prepaid upon signing the Retainer agreement document. 

 

Q: What happens when the hours run out?

A: You’ll have the option to purchase an additional 10 hour block if you’d like to continue with a new Retainer agreement. 

 

Q: What is the complimentary maintenance service?

A: As an incentive, the retainer includes 1 complimentary hour of maintenance for one PC or Mac. This includes complete maintenance. For a comprehensive list of maintenance, click here. The maintenance can be used anytime during the retainer agreement or until the hours are fully used. 

 

Q: Who is this retainer best suited for?

A: This program is ideal for small business owners who want predictable IT support, faster access to help, and flexibility without a long-term contract.

 

Q. How do I keep track of the hours used?

A: You will not need to keep track of the hours. Instead, I will keep track of the number of hours used for both Remote and/or On-site service. For each service call, the number of hours used will be indicated on the invoice along with the remaining balance. 

 

Q: Do you offer less or more than 10 hour blocks of hours?

A: Regrettably, due to operational costs, the minimum hours I can offer at this time is 10 hours. However, if you require more than 10 hours, please contact me, and we can discuss the matter further. 

 

Q: How do I enroll in this program?

A: Send me an email expressing your interest in the program. I will then forward you a retainer agreement document tailored specifically for your business. Upon reviewing the document, please sign the PDF document and return it to me via email. Once we have mutually agreed upon the terms, I will issue an invoice for the retainer, and we can commence the program immediately. ​

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Q: How do you calculate the number of hours utilized for each service call?

A: If the duration of a service call exceeds 15 minutes, it will be rounded up to 1 hour. Conversely, any service call that is less than 15 minutes will not be included in the calculation for an additional hour. For instance, if the work requires 1 hour and 10 minutes, only 1 hour will be charged. If the work requires 1 hour and 20 minutes, then 2 hours will be charged.