(Effective September 1, 2023)
If you have any questions, please email us at:
We charge $25-$75/hour depending on the nature and length of your project, in 15-minute increments, with a 15 minute minimum per incident/operation.*
Initial consultation is complementary (up to one hour, local in-person or remote via video conference).
The following represents our standard terms. It is not all-inclusive. The final signed agreement takes precedence.
Retainers and Priority:
We allocate a certain number of hours each week to our business. These can vary based on our schedules, and number of clients. We prioritize this time based on the following:
Priority 1 – Contracts with unused retainer hours.
You can pre-pay for a specified number of hours each week or month. This guarantees that you will get at least that many hours of priority service for that term. When your pre-paid hours run out, you will receive service at the Priority 2 level (see below). Retainers are non-refundable and do not roll-over at the end of the term. The number of pre-paid hours can be adjusted according to the signed contract terms.
Priority 2 – Urgent tech support and extended hours for clients with retainers.
If you have an urgent technical support need, such as network down or a server failure, we will give it priority as long as it doesn’t affect a client with similar needs that has a retainer.
Priority 3 – General, non-urgent.
General support and long-term projects that are just billed hourly with no time guarantee. We limit our number of clients to help ensure that we can provide 5-10 hours a week per contract for non-urgent projects.
We want to work within your budget. Just tell us if you want to limit the number of hours per billing term, and we will stop work at a reasonable point if the specified limit will be exceeded. We will contact you for authorization to continue, or will put your project on hold until the start of the next billing term.
No reselling or equipment leases:
If your project needs hardware, we will recommned what you need and where to buy it. You own your own equipment, we will just manage it, if requested. We will always give you administrative logins to managed equipment.
We don’t believe in mark-ups:
If we have to buy a product or service to manage or complete your project, like a paid theme or plugin subscription, we will send you an at-cost estimate for approval. You can purchase it yourself and pass on the software key or login information to us so we can complete our work; or we can buy it and will charge you the actual price paid. We will send proof of payment, and will turn the ownership over to you either after you pay the invoice, or when the project reaches a pre-approved milestone.
For short-term projects, like 1-3 days, we can invoice you at completion. For long term projects (weeks, months, or open-ended), we can invoice weekly, bi-weekly, or monthly. Just let us know what works for you. Unless other arrangments have been made, invoices are due 15 days from receipt. You can pay online using a credit card, bank transfer, or direct deposit, or mail us a check.
The not-so-fine print:
* For hourly minimums, the following definitions apply:
Conversation is an interaction involving two or more individuals engaged in meaningful discussion regarding a topic that is related to our agreement.
Incident is a phone, email, text, DM, or other messaging platform conversation. A one way communication like leaving a voicemail or sending an advisory text message does not constitute a conversation.
Operation is the execution of one or more actions required to complete a task that is part of our agreement. Often these are short individual tasks that may require monitoring or follow-up when they run. Copying or transferring files, creating a user account, or initiating a backup, are examples of operations.
If a given task involves multiple operations we charge the minimum or actual time used for the entire task. We don’t charge the mimum for each operation. In other words, if a task has 8 operations, like adding 8 new users to an environment, and only takes 10 minutes to complete, you would just be charged the 15 minute minimum. We wouldn’t charge you for 2 hours.