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Q: What if I sign up for this program, what is my commitment?
A: You can cancel any contract in the first 60 days for a full refund with no questions asked and no cancellation fees. If you decide our services are not worth every penny then we will even help with the transition to the new service provider.
Q: Are you promising that I won’t have any technical problems or downtime?
A: No, we cannot promise that you will never have any technical problems or downtime; no one can. However, we will guarantee that you will see a significant drop in the number of problems you experience and a dramatic improvement in the speed, performance, and reliability of your systems.
Q: Are printers and copiers covered?
A: Yes, but only up to a point. We can’t do maintenance like change toner and add paper. But we are happy to troubleshoot any problems and determine where the problem lies. If the problem is with the computer, network or server, then we will fix it. If the problem lies with the printer or copier itself, then we will suggest a third-party repair service. NEWSFLASH: We are working on a partnership that will fully cover all your printer support needs!
Q: Can you support our phone system?
A: Absolutely. If you purchase your phone system through one of our trusted phone service providers then your phones will also be supported for additional costs. If you have a phone system that is not from one our partners then we are happy to work with your phone service provider at our standard hourly rate.
Q: Are new hardware and software installation costs covered under this agreement?
A: Yes, our service includes the installation and configuring of new hardware and software if you participate in the Kinetix Purchasing program to receive discounts on purchases we pool amongst several clients to receive the best price possible. If you purchase the hardware elsewhere than the discounted hourly rate applies for setup. Note: Costs of hardware and software are NOT included in any managed it support plan.
Q: What is NOT covered?
A: The main thing to keep in mind is that this is a maintenance and support program. If it previously worked, then we fix it for free. It does not cover labor to perform what would be considered "projects" like building a new database server or putting in a new network firewall.
Q: Do you subcontract out your labor?
A: We’ve been servicing clients all around San Francisco for over seven years, and all of our engineers and technicians are full-time employees with excellent benefits. That’s why we are so certain we can make the promises we are making and back them up with this rock-solid guarantee. Having said that, we do subcontract to the best vendors around for things like wiring a new building and special projects.
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