Remote Support & Troubleshooting Policy
Overview
We provide expert IT, AV, and security services, including remote diagnostics and support. Many issues can be assessed or resolved remotely, saving you time and avoiding on-site callouts. However, even when a full fix is not possible due to limitations beyond our control, our time and expertise still have value.
Why This Policy Exists
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We receive a high volume of remote support requests every week.
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Every investigation takes time—whether it results in a fix, a partial solution, or a recommendation for on-site work.
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If we were to operate on a “no fix, no fee” model, we would be performing many hours of unpaid work per week.
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That’s simply not viable for a professional service provider. We can’t work for free.
What You’re Paying For
When you engage us for remote work, you’re paying for:
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Time and expertise spent investigating, diagnosing, and advising.
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Access to qualified technicians who know your systems.
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Documentation of findings, even if a fix isn’t achieved.
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Recommendations on what to do next (e.g. hardware replacement, on-site visit).
Billing Terms
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Standard hourly rates apply for all remote support work, regardless of outcome.
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We do not offer “free assessments” or “no fix, no fee” remote sessions.
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If an issue can’t be resolved remotely, we will:
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Clearly explain why.
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Recommend next steps (e.g. parts needed, site visit, 3rd-party involvement).
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Provide a quote for any additional work if required.
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Fairness and Transparency
We always aim to be efficient and fair:
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We only charge for actual time spent.
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We will notify you early if it looks like remote resolution isn’t possible.
Summary
Remote support is a professional service. Time spent investigating your issue is billable—just like time spent fixing it.