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What you can expect
Much of my work is done without a written agreement that covers Terms and
Conditions, Deliverables, etc. I am always ready to discuss changes to these
terms on request and may request a change if I feel it is appropriate.
Otherwise, my current policies are as follows:
- I
usually charge my time to the nearest half hour. The
minimum billable time for a on-site visit is one half hour.Telephone
support calls are no-charge unless we agree otherwise.When
I buy parts or products to support you, I do so for your convenience and
provide them with little or no markup, but I have to charge sales tax.
- If I
need to go pick up a part or product from your location for an
emergency repair, for example, that is chargeable time.
- I charge my travel time at half my hourly rate.
- .I
make it a practice to only obtain tools as and when needed. Acquisition cost
and time required to make proper use of a tool is my investment and never
charged to you.Technology
knowledge is my responsibility. If I need to study some technology, that
time is my investment, not your expense.I
reserve the right to not charge for time I spend, but that is at my option.
I give myself permission
not to charge the client for time that I feel isn't as productive as I think
it should be.Work
I do without being asked to do, is never charged.If
you are unhappy with my service or charges, please tell me so we can work
something out.
- You
will always get a call back from me within 4 hours, if not, you
receive up to one hour free on your next service call. For details see
below.
I’m not in this business for a quick buck, but for long-term success.
Therefore, with all clients and at all times, my commitment is to delight my
client. I want to know of anything and everything I can do to increase your
delight with my services.
Response Time Guarantee
- Call my office number, 781-631-6802, first. If I do not pick up, follow
the instructions in the recorded message. Most of the time you will leave a
message there and then call my cell phone, possibly leaving a message there
as well. Leave your name and telephone number clearly in both messages. If
you are calling from a cell phone, please repeat your name and telephone
number in the messages.
- This policy applies 24 hours a day, seven days a week. If you don't want a return call in the middle of the night be specific in your message.
- This guarantee applies to potential clients and current ones alike.I reserve the right to void the guarantee if I judge that the calls are
not being made in good faith or the message that is left is unintelligible,
incorrect or otherwise unworkable.
- This guarantee can be suspended for a week or two if I am out of the country on vacation, for
example. In this event, it will be announced on the outgoing message of my office phone voice-mail.
What I expect
I assume you are an honest person, as I am. You will tell me whatever I need
to know and work with me. I do not enforce product licensing, but I do not
knowingly violate a license.
I expect honest feedback and prompt payment. |
