The following is information specifically for new clients of Tidewater Technology Solutions.
Goals and Policies for Clients
It is our goal to maintain a mutually beneficial, long-term relationship with you and your organization by providing fast, cost-effective solutions tailored to your requirements. We will respond honestly, promptly, and courteously to your requests; We will perform all work to the best of our ability and to the highest ethical standards. We will make every effort to respond immediately to catastrophic failures, even those that occur on weekends or nights.
Your data is confidential and will not be shared with anyone unless you authorize it writing or via email first. If you need us to get data to one of your vendors, please keep this policy in mind.
Our labor rate is $85.00 per hour, and our work is done on a time + materials basis. For local clients, a one-hour minimum applies to work done at your site, and a trip charge of $25.00 will be billed for each visit of four hours or less to your site. Labor beyond one hour is billed in hourly increments at $85.00 an hour. Holiday, weekend, and after-hours work must be prearranged and is billed at time-and-a-half. For long-distance clients, travel time greater than 45 minutes to and from your site is billed at our regular hourly rate of $85.00 per hour, and no trip charge is billed.
Managed services (such as email scrubbing for your domain name or off-site data storage) are billed by the job instead of an hourly rate.
In the event that you schedule us to come out and resolve something that cannot be fixed due to hardware failure or other system wide failure, we still bill you at our regular rate of $85.00 an hour. Frequently something that should work but does not is a symptom of another issue and requires fixing first before allowing us to resolve whatever you called us to fix originally.
Up to 15 minutes each month of remote support is free. Any time exceeding the 15 minutes of free support is billed at our hourly rate of $85.00 an hour. Since many problems can be solved remotely, we encourage you to invest in a remote control software package. Miscellaneous expenses, such as travel and long-distance telephone calls, will be billed at their actual cost. We will make every effort to minimize these costs when it is possible to do so without compromising our service.
We request payment up front for purchases that we make on your behalf using our vendor accounts or credit card. We typically charge 1 hour of labor for buying hardware for clients as vendor management, shipping, receiving, & equipment testing are frequently necessary. All amounts over 30 days past due are subject to a 1.5% per month finance charge. All amounts over 90 days past due for hardware purchases, loans to you, and unpaid labor charges will also be subject to collection costs and legal fees. JJG, llc retains title to merchandise bought for you until paid for in full. We reserve the right to reclaim merchandise delivered to you, if not paid for in full when payment is due or if your payment is dishonored. Dishonored checks are subject to a processing fee of $40.00. Please let us know immediately if there is any question about an item which appears on an invoice, and please inform us immediately in writing or by email if there will be any delay in your payment.
Since we do not file sales & use tax, any money that we loan out to you in advance for ordering hardware/software/managed services is not taxable to us when you repay the loan. If you use an accounting program to track A/P expenses, please categorize the loan repayments as a loan, not as labor, computer service, or computer repair.
Please note that these terms are subject to change and you may be asked to sign a new contract or an addendum to your existing contract.