Guarantees

If your network is down (post-onboarding) for more than two hours due to an a technical error* on our end, we will credit you back 5% of your monthly managed service price, and an additional 5% per hour for each thereafter hour (>2hrs) of downtime during a single occurrence. This guarantee applies to every occurrence, with no limit, provided that all other terms of the agreement, including payments and obligations, have been fully upheld by the client at the time the credit is applied. The credit will appear on the following month’s invoice.

Our goal is to build long-term, mutually beneficial relationships with clients whose needs and values align with our services. However, if after the 90-day introductory period either party determines the partnership is not meeting expectations, a written request to dissolve the agreement must be submitted, with all decision-making parties copied on the communication. Upon receipt of the request, a meeting should be scheduled within 24-72 hours to discuss potential solutions. If a mutual resolution cannot be reached, either party may terminate the agreement. In such an event, we will refund 50% (the equivalent of 45 days) of your managed service fees, provided that all other terms of the agreement, including payments and obligations, have been fully upheld by the client at the time of termination.  Your refund will be processed and issued via check or EFT within 2-3 weeks of the termination.

If, after the initial 90-day period, we spend more than 25 hours per month providing reactive support*, we will credit 10% of your monthly managed service fee for that month. This credit will apply to each occurrence, with no limit, provided that all other terms of the agreement, including payments and obligations, have been fully upheld by the client at the time the credit is applied.