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
We receive a high volume of remote support requests every week.
Every investigation takes time—whether it results in a fix, a partial solution, or a recommendation for on-site work.
If we were to operate on a “no fix, no fee” model, we would be performing many hours of unpaid work per week.
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:
Time and expertise spent investigating, diagnosing, and advising.
Access to qualified technicians who know your systems.
Documentation of findings, even if a fix isn’t achieved.
Recommendations on what to do next (e.g. hardware replacement, on-site visit).
Billing Terms
Standard hourly rates apply for all remote support work, regardless of outcome.
We do not offer “free assessments” or “no fix, no fee” remote sessions.
If an issue can’t be resolved remotely, we will:
Clearly explain why.
Recommend next steps (e.g. parts needed, site visit, 3rd-party involvement).
Provide a quote for any additional work if required.
Fairness and Transparency
We always aim to be efficient and fair:
We only charge for actual time spent.
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.