Service Policy
1.
Introduction: This IT Service Policy outlines the terms
and conditions for the provision of IT services by Arsenal Computing LLC. This
policy aims to ensure the provision of quality and timely IT services to our clients
while maintaining fair billing practices.
2.
Hourly
Rate: Our hourly rate for IT
support services is $80.00 plus applicable tax. This is a per task rate, each
task will be billed by the hours used. Services are billed on an hourly basis,
with time rounded up to the nearest hour to ensure fairness and simplicity in
billing practices. This approach applies to all our services, ensuring
transparency and predictability for our clients.
3.
Per-Minute
Charge: In addition to the hourly
rate, a per-minute charge of $2.00 will apply for any service rendered outside
of the hourly rate. This allows for more flexible billing tailored to the
actual time spent on a service, ensuring fair and transparent pricing for our
clients.
4.
Billing: occur upon completion of the task unless
otherwise specified in a contractual agreement with the client. This ensures
that clients are charged only after the successful delivery of our services,
aligning with our commitment to customer satisfaction and transparent billing
practices.
5.
Free
Initial Consultation: We are pleased
to offer one complimentary consultation session for new customers. This initial
consultation allows us to understand your specific IT needs and discuss
potential solutions.
6.
Subsequent
Consultations: After the free
initial consultation, our standard rate for consultations is $80 per hour. This
fee will be applicable for any additional consultations requested.
7.
Consultation
Fee Reduction: Should you
choose to proceed with our services following the consultation, we may reduce
or waive the consultation fee as a part of the overall service package.
8.
Service
Offerings: We offer two types of IT
services: remote support and on-site support. Our services include but are not
limited to: troubleshooting, repairs, installations, and consultations.
9.
Remote
Support: Remote support is
available for all IT support services, including software installation,
troubleshooting, and system upgrades. Our technicians will use secure remote
access to diagnose and fix issues with your systems.
10. On-Site Support: On-site support is available for more
complex IT support services, including hardware repairs, network installations,
and server maintenance. Our technicians will travel to your location to provide
hands-on support.
11. Response Time: We understand that IT issues can be critical
to your business operations. Our technicians will respond to your support
requests as quickly as possible, and we strive to resolve issues in a timely
manner.
12. Service Level Agreement (SLA): We offer a range of SLAs to meet the needs
of our clients. Our SLAs include guaranteed response times and resolutions
times, as well as priority support for critical issues.*
13. Service Rates: We charge an hourly rate for all IT
services. For remote support, there is a minimum billing of 1 hour. For on-site
support, there is a minimum billing of 2 hours. Any additional time beyond the
minimum billed time will be charged at the same hourly rate.
14.
Service
Hours: Our IT support services are
available during regular business hours, Monday to Friday, from 9 AM - 5 PM. We
also offer after-hours support for critical issues and emergencies.
15. Service Request Process: Clients can request IT services by calling
our hotline or sending an email to our support team. Our team will assess the
issue and provide an estimated time and cost for the service. Clients must
agree to the estimated cost before we proceed with the service.
16. Service Payment: Clients will be invoiced for IT services
rendered. Any equipment purchase may require a deposit for new clients. Current
clients may still be subject to deposits. Payment is due within 30 days of the
invoice date. We accept payment by bank transfer, credit/debit cards, or
cheque. Late payments will be subject to a late payment fee of 3.5%.
17. Service Warranty: We offer a 30-day warranty on all IT
services provided. If the same issue arises within 15 days of the service, we
will provide the necessary support free of charge.
18.
Product
Recommendation: At
Arsenal Computing LLC, we often recommend products (hardware or software) that
we believe will best meet the specific needs of our clients' projects. While we
strive to recommend products of the highest quality and reliability, we are not
responsible for the performance or satisfaction of the products themselves, as
these are subject to the terms and conditions of the respective manufacturers
or service providers.
If
a client is not satisfied with a product we recommended, we ask to be notified
within 15 days of product installation or implementation. Within this period,
we will work with the client to address the concern, which may include finding
a suitable replacement or adjusting the solution to better meet the client's
needs. It is our goal to ensure that the solutions we provide, including
product recommendations, align with our clients' objectives and satisfaction.
19. Cancellation Policy: Clients may cancel or reschedule services
with at least 24 hours’ notice. Cancellations within 24 hours of the scheduled
service may incur a fee equivalent to one hour of the service rate.
20. Confidentiality: We understand the importance of
confidentiality when it comes to your business information. Our technicians
will maintain the highest level of confidentiality and respect for your
privacy.
21. Service Guarantee: We guarantee the quality of our IT support
services. If you are not satisfied with the level of service you have received,
please let us know, and we will work with you to address your concerns.
22. Service Termination: We reserve the right to terminate services
to clients who breach this policy or fail to make payment for services
rendered. Termination will be communicated in writing and will take effect
immediately upon receipt of the notice.
23. Service Liability: We will not be liable for any loss or damage
arising from the use of our IT services. Clients must maintain their own data
backup and take all necessary precautions to protect their IT systems.
24. Service Changes: We reserve the right to amend this policy at any time. Clients will be notified of any changes in writing or by email.
25. Device
Handling and Liability: Arsenal
Computing LLC is committed to providing quality service while handling your
devices with the utmost care. We are not responsible for any pre-existing
issues or conditions of the device that are not related to physical damage
caused during our handling. Clients are encouraged to report any concerns
regarding their device's condition before the commencement of any service.
26. Video
Recording of Service: For quality
assurance and to protect both our clients and our technicians, Arsenal
Computing LLC records all service sessions. These recordings are securely
stored and only reviewed in cases where damage or malpractice is alleged. Video
evidence may be provided upon client request under these circumstances to
demonstrate the integrity of our service process.
27. Physical
Damage Liability: In the event
of any physical damage to a device while in our care, Arsenal Computing LLC
will assume responsibility and address the damage in accordance with our
service warranty terms. This excludes any issues unrelated to physical damage
such as data loss, software malfunctions, or pre-existing hardware issues,
which are not covered under this liability policy.
28. Client
Acknowledgment of Data Transfer:
By engaging our services, clients acknowledge that they understand and agree to
these terms, including our handling and non-liability for pre-existing
conditions that are not physically induced by Arsenal Computing LLC. Clients
are advised to backup all data prior to service as a precaution against
possible data loss.
By engaging our IT
services, clients agree to the terms and conditions outlined above. If you have
any questions or concerns, please do not hesitate to contact us.
Priority |
Response Time 9am-5:00pm Weekdays |
Response Time 5:00pm-9am Weekdays/Holidays |
||
Service not available (all users and functions
unavailable. Ex: Server down).*
|
1 |
Remote within 1 hours
On-Site within 3 hours |
Remote within 2 hours
On-Site within 4 hours |
|
Significant degradation of service (large number of users or business critical functions affected).*
|
2 |
Remote within 2 hours
On-Site within 4 hours |
Remote within 2 hours
On-Site within 4 hours |
|
Limited degradation of service (limited number of
users or functions affected, business process can continue).**
|
3 |
Remote within 8 hours
On-Site within 24 hours |
Remote within 12 hours
On-Site within 48 hours |
|
Small service degradation (business process can
continue, one user affected).**
|
4 |
Remote within 24 hours
On-Site within 48 hours |
Remote within 24 hours
On-Site within 72 hours |
|
*For same day services
on priority 3 and 4 tickets must be entered before 4pm.
**Clients are assigned a
specific technician however ARSENAL COMPUTING LLC will at its discretion assign
a technician to address a service ticket or project work if needed.
***ARSENAL COMPUTING LLC
reserves the right to allow ARSENAL COMPUTING LLC's NOC (Network Operations
Center) to address all tickets initially.
If the NOC cannot resolve a ticket, it will be escalated to an ARSENAL
COMPUTING LLC Tier 3 or Tier 4 technician. If a ticket is escalated to ARSENAL
COMPUTING LLC from the NOC, ARSENAL COMPUTING LLC may, in its sole discretion,
determine that an onsite visit is necessary.
Client agrees that weather, traffic conditions or Force Majeure outside the control of ARSENAL COMPUTING LLC may extend or prevent remote or onsite response.
Website Policy
At Arsenal Computing LLC,
we are committed to delivering high-quality website design and development
services. This policy outlines the terms under which our website creation and
hosting services are provided to ensure clarity and satisfaction for both our
clients and our team.
1. Website Creation and Design Finality: All websites created and designed by Arsenal
Computing LLC are considered final upon the receipt of payment from the client,
unless otherwise specified in a contractual agreement or included within an MSP
(Managed Service Provider) service package. Our process includes comprehensive
consultations, design iterations, and client approvals to ensure the final
product meets or exceeds expectations. Once the project is deemed complete and
full payment is received, any further modifications, revisions, or updates will
be subject to additional charges, unless stipulated differently in a specific
contract or MSP service package.
2. Yearly Hosting Services: Arsenal Computing LLC offers yearly hosting
services for websites designed by our team. The yearly hosting fee of $150 plus
applicable tax, covers the cost of hosting the website on our servers, ensuring
that it is accessible to users on the internet. This fee is strictly for
hosting services and does not include website maintenance, updates, or edits,
unless specified in a contract or MSP service package.
3. Charges for Edits and Updates: Any requests for edits, updates, or
enhancements to websites hosted by Arsenal Computing LLC, following the
completion of the initial design and payment, will incur additional charges.
These charges will be based on the nature and complexity of the requested
changes. Clients will be provided with a quote detailing the scope of work and
associated costs for approval prior to the commencement of any additional work,
unless a different arrangement has been made through a contractual agreement or
an MSP service package.
4. Agreement and Acknowledgment: By engaging Arsenal Computing LLC for website
design, development, and hosting services, clients agree to the terms outlined
in this policy. It is the responsibility of the client to review and understand
the terms of service before the commencement of any project. This policy is
designed to ensure a transparent and efficient working relationship between
Arsenal Computing LLC and our clients, with flexibility provided by specific
contractual agreements or MSP service packages.
Installation
Policy
1.
Scope of
Installation Services: Arsenal
Computing LLC offers comprehensive installation services that encompass a wide
range of needs, from hardware setups, software installations, to complex
network configurations. Our team is equipped with the necessary tools and
expertise to ensure a seamless and efficient installation process, maintaining
cleanliness and organization throughout the project.
2.
Installation
Process: Our installation process
is designed to be thorough and efficient. We start with an initial assessment
to understand the specific needs and requirements of the project, followed by
the careful execution of the installation, including setup, configuration, and
testing, to ensure everything is functioning correctly. We conclude with a
final review with the client to confirm satisfaction.
3.
Scheduling
and Timing: Installations
must be scheduled at least 72 hours in advance to allow for proper planning and
preparation. The duration of the installation may vary depending on the
complexity and scope of the project. Clients will be informed of the estimated
timeline during the scheduling process.
4.
Client
Responsibilities: Clients are
responsible for the management and tracking of any old equipment prior to the
installation. Arsenal Computing LLC will not be responsible for the disposal or
management of any pre-existing equipment. Clients are encouraged to ensure that
the workspace is accessible and prepared for the installation process.
5.
Billing: The cost of installation services will be
clearly outlined in the estimate and/or the contract provided prior to the
commencement of the project. In the absence of a specific contract or estimate,
services will be billed on an hourly basis. Our billing practices are
transparent, ensuring clients are informed and agreeable to the terms prior to
the start of any service.
6.
Warranty
and Support: Arsenal
Computing LLC is committed to the quality of our work and offers a 15-day
warranty on the installation work performed. Additionally, we provide a 30-day
support warranty to address any issues or concerns that may arise
post-installation. Equipment warranties may vary based on the manufacturer's
policies and are subject to their specific terms and conditions.
7.
Communication
Protocol: We maintain an open and
transparent line of communication with our clients throughout the installation
process. Prior to the start of any installation, a dedicated project manager
will be assigned to your project to provide updates, answer any questions, and
address concerns. Our communication channels include email and phone, ensuring
you are kept informed at every stage of the project.
8.
Client
Preparation Checklist: To ensure
a smooth installation process, we ask our clients to prepare by following this
checklist:
·
Ensure the
installation area is accessible and clear of any obstructions.
·
Secure any
necessary permissions or access rights required for the installation premises.
·
Verify that
power sources and network connections (if needed) are available and
operational.
·
Provide a
secure space for any old equipment that will not be part of the new setup.
9.
Post-Installation
Support: Arsenal Computing LLC offers a 30-day support warranty
following the completion of the installation, focusing on addressing any issues
directly related to the installation work performed. Should you encounter any
problems or require adjustments within this period, please contact us for
support. For additional services or alterations not covered under the original
agreement, services will be billed on an hourly basis.
10.
Upgrades
and Additional Services: Following
the installation, we are available to discuss any future upgrades or additional
services you might consider to enhance your system. Whether it's expanding your
current setup, integrating new technologies, or optimizing performance, we're
here to provide the expertise and support you need. These services are offered
separately and will be subject to our standard billing practices.
Policy Review
and Update Process
Arsenal Computing LLC is
committed to maintaining the highest standards of service and client
satisfaction. Our policies are reviewed annually to reflect the latest industry
practices, technological advancements, and regulatory requirements. Significant
changes to our policies will be communicated to our clients via email and
updated on our website. Clients are encouraged to review the updated policies
to stay informed about any changes that may affect the services they receive
from us.