Remote Support Terms and Conditions
I (Client) agree to pay Sola Business Solutions (SBS) to repair, analyze and troubleshoot my computer hardware at a rate of $109 per hour for tech support or $129 for Outlook support. Minimum charge is $40 for a 15 minute call. Time will be billed to the nearest ¼ hour.
Payment is due prior to the remote call/workshop/onsite visit.
Payment of one hour or more may be secured using a credit card pre-authorized using Paypal prior to the support call. You will see this as a charge on your credit card, but payment has not been completed until after the call is over.
SBS does accept checks; these must be pre-approved. No appointments will be booked without a check or another form of payment. Please send checks to the offices of SBS.
Billing starts at the time of the appointment. Missed/canceled appointments will be billed one full hour if not canceled within 24 hours.
Although SBS will endeavor to conduct all activities in a timely manner, I understand that troubleshooting issues may be a time-consuming process and agree to pay SBS for troubleshooting time as necessary.
If SBS is requested to conduct further research on a specific issue, Client will not be billed for research time off-site, but will be billed for research time while at Client’s site/computer.
SBS reserves the right to recommend another IT company if the troubleshooting requires the assistance of another IT company to assist. Client will contract with the other IT company separately.
SBS will install any programs that you grant permission/ask us to install, while we always try to do our best with the installations, some programs do not work on all computer systems. If we install a program for you and you have problems with it, we will uninstall it, but will not give continued free support on the product. Regular bill rates apply.
I also certify that I will indemnify and hold harmless SBS for any and all data or software that may be lost or erased, as well as for any consequence of the erasure or loss of that data or software. Although SBS will take every precaution to preserve all data and software on the computer, I acknowledge that occasionally data loss will occur and/or software operation may be compromised.
If I require training in backup methods and procedures, SBS will provide that training to me at an additional rate of $109 per hour. I further agree to indemnify and hold harmless SBS for any and all hardware or software malfunctions or accidents that may occur before, during or after work is performed on Client’s computer, and for any results thereof.
Virus Removals: I also certify that I will indemnify and hold harmless and will pay for added support to SBS for any software repairs necessary after a virus has been detected and removed off a computer. Viruses in a computer can cause many problems, we cannot control what or how the virus affected the computer before our removal.
We have a 7 day guarantee on our virus/malware removals. If within 7 days you suspect you have an instance returning from the same virus, please call us immediately. If after 7 days and you have a returned infection, we will discuss what AV products you purchased and decide on the best level of support. There is no guarantee or warranty that a virus will never get through any product either purchased by SBS or any other brand you buy online or off the shelf.
Confidentiality Agreement: Any private information stored on your computer or viewed by our computer repair technicians during a remote support call will be held confidential. Due to the requirements of the repair, if approved by you, the client…we will back up your data to insure its integrity. This is done to ensure that a customer has all the files they need when a computer is returned after a restore. During a remote support call, the data is always backed up to the client’s computer or external hard drive. We do not back up the data on SBS servers unless you are using one of our programs in Sola Suite. If requested, we will destroy any copies of your data immediately after the repair is complete. If requested, we will hold your data for 30 days. Any private or personal information provided to SBS will be kept confidential.