ON-SITE CALL-OUT / CONSULTING
We strive to keep our business competitive, our rates fair, processes simple, and our business sustainable.
Almost all IT companies will charge a minimum of an hour just for appearing at your door, regardless of whether they spend less than 15 minutes or not. We don’t feel this is fair.
For short call-outs, less than 15 minutes (and many are), we charge a minimum call-out fee of only $119. Business, Residential, Supergold and Charity all get this “15 minute or less” discounted fee.
IT NEAR U, keeping it fair, keeping it simple.
If the call-out is 15 minutes or more, only then do we charge a minimum of an hour for the call-out. Additional time over the first hour is billed in 15-minute increments.
Wherever possible, we strive to save our time and our clients time and money. Often, labour costs for a job can be greatly reduced if the consultant /or technician takes equipment off-site as they can charge for work actually done instead of sitting staring at a screen on-site for every minute that a computer sits doing an update or while doing a backup.
REMOTE SUPPORT or PHONE ASSISTANCE
$95 minimum service fee (less expensive than a physical call-out) for less than 15 minutes via phone call and/or remote support. eg. Teamviewer, AnyDesk, etc.
GENERAL LABOUR RATES
REMOTE SUPPORT DISCOUNT
All prices above are inclusive of GST at 15%
business rate excluding GST: $139.13
WHY WE BILL THE WAY WE DO
We have structured our pricing it so that an easy, quick call-out isn’t going to cost you an arm and a leg. Most other companies charge a minimum of a full hour call-out fee. We don’t.
Many of our call-outs are under 15 minutes giving enough time for a consultant /or techie to assess the situation and either remedy on-site or advise on the next steps.
Our goal is resolving your IT problem as quickly, efficiently and cost-effectively as possible, while ensuring that there are no other possible underlying issues. Prevention is better than cure.
NEW BUSINESS CLIENTS
For new clients, we offer a free consultation and discussion on your business needs for the first hour. Does obviously not include call-outs to do an ad-hoc job, but relates to and involves discussion of requirements, documenting systems, and processes so that we can plan a strategy forward to service your business better.
BUSINESS CLIENTS: SERVICE LEVEL AGREEMENTS / REDUCED RATES
We prefer to call Service Level Agreements by what they really are, namely “Preventative Maintenance Service Agreements”
We don’t do “typical” corporate style SLA contracts where you pay us monthly and don’t see us unless you call us! We insist on part of the SLA including visits from us during the month to ensure your site is running smoothly.
We intend to establish long term, beneficial relationships with our clients. We do, however, realize that most businesses don’t want to be locked into 12 month contracts.
Our month-to-month SLA’s give us the ability to ensure our clients have adequate technicians and consultants available to support them as we can manage our work-force better than working purely on an ad-hoc call-out system.
We only offer month-to-month SLA’s as an option to our regular clients after we have become familiar with their IT systems and processes.
Our monthly plans give preferential service response times, reduce rates per hour as well as other reductions to other services and rates including reduced minimum call-out fees, travel fees, etc.
NOTE: for business clients that we are not firmly bound to billing for every single minute for time spent on larger projects. We are negotiable with fees for certain tasks and projects.
NORMAL OFFICE HOURS
All call-out and billing rates above are applicable to business during our normal office hours.
SUNDAYS AND PUBLIC HOLIDAYS
Have an emergency, a crisis?
If it’s a Sunday or a Public Holiday, we may still be available to assist if a consultant /or techie is available, but note that Sundays and public holidays incur a surcharge of 100% on all rates above.
AFTER HOUR RATES & SATURDAYS
Saturday and call-outs & all time billed after after-hours times (after 8PM Mon-Fri) incur a 50% surcharge on all rates above.
TIME & BILLING PROCESS
We are an ICT Consultancy firm. We bill for “time spent”, not on a specific job completion or perceived outcome. Sometimes things are quick to resolve, other times there are mitigating circumstances that are out of our control, sometimes due to these circumstances, we cannot resolve the issue. We bill for time spent, not specific jobs, tasks, or procedures performed, regardless of final outcome.
We will, however, always advise on a solution, a way forward and it’s at the client’s discretion to accept the solution, spend what is necessary on what we advise or not. Sometimes, things simply cannot be fixed without buying hardware or doing things differently.
WE NO LONGER ACCEPT CHEQUES
Regrettably, we do not accept cheques as a form of payment as our bank no longer accepts these. We do accept electronic bank transfers.
10 January 2023