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Q: What if I sign up for this program, what is my commitment?
A: Because of our large up-front costs, we give big discounts for a multi-year agreement but 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. We also guarantee that any downtime will be fixed without billing additional fees.
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 with Xerox 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 our trusted phone service provider then your phones will also be supported.
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. Note: The costs of the hardware and software are NOT included. However you can participate in the Kinetix Purchasing program to receive discounts on purchases we pool amongst several clients to receive the best price possible.
Q: What is NOT covered?
A: Good Question! It’s a short list, and except for printer repair, we essentially just exclude things that would be near impossible to support. Things like allowing employees to tinker under the hood of the server, or install illegal software. If your building burns down, the Results-Driven Plan ensures your data will be backed up and we will restore your server for no additional service fees onto your new hardware. But, we also need to be able to limit free support if the problem is caused by war, riot, fire, flood, etc.
Q: Do you subcontract out your labor?
A: We’ve been servicing clients all around San Francisco for over six 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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