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Due to an ever-growing client base it
has become necessary to establish a technical support policy.
Providing help to people with
technology support issues over the telephone has grown to a level
that entails 50% to 70% of each day spent on the telephone, 7 days a
week! In an effort to accomplish two goals: 1. Continue to provide
the best support we can to our current client base, and 2.
Continue to supply the same level of non-Key West CyberWorks service
technical support to others without going out-of-business, it has
become necessary to create this support policy and the new service
price list. It should be noted that this policy refers to non-Key
West CyberWorks services, only! We will continue to provide
the very best support we can for our web hosting, e-commerce, and
domain name customers.
This technical support policy applies to the requests for help and support telephone calls for all
other services. Normal on-site visit support/repair calls will
continue to be billed at our normal service rate, which is $24.95
per 1/2 hour (first half-hour guaranteed) and then $19.95 for every
1/2 hour after. (We bill in this seemingly strange method
because the average service call requires less than 30 minutes of
work meaning a $24.95 service charge to the customer. Most
companies charge between $50 and $75 per hour, with the first HOUR
guaranteed, we offer a better deal!)
By way of examples this policy refers
to the new technical support fees being applied to, but not limited
to: Ethernet networking, computer mechanical problems,
connectivity problems, A.D.S.L. installation, set-up or operation
problems, virus problems, software operation, program configuration
difficulties, computer operational issues, and other help requests
dealing with systems or installations which were not set-up
originally by Key West CyberWorks.
In an effort to meet as many people's
support needs as possible, we offer below a number of options to fit
your particular technical support usage: |
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Monthly
Recurring Charges Accounts: |
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$24.95 a
Month |
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5 Support Telephone Calls |
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Each
Additional Call over 5 Calls
will be billed at $3.95 each. |
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$19.95 a
Month |
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3 Support Telephone Calls |
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Each
Additional Call over 3 Calls
will be billed at $5.95 each. |
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Click
Here:
Request a
Monthly Recurring Support Account |
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Please
Note: Support calls do not rollover from month to month. |
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Per
Telephone Call Charges: |
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Individual
telephone calls for technical Support will be billed at
$9.95 for the first half-hour, then $5.95 for each
half-hour there after. |
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Also ask
about our Fast Help Remote Assistance Plan.
A small
program is installed on your computer(s) that allows
completely secure access into your computer by our
support people. Once logged into your computer the
necessary work can be completed, fixing whatever your
particular problem is.
This
system also allows for other work, too: configure your
e-mail, scan your computer for virus, installation of
software, normal maintenance of your hard drive,
tutorials demonstrating how to use various software
programs, and much, much more...
No
waiting for a technician to arrive, as long as you have
Internet access your problems can be immediately
addressed by a trained professional. |
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Definitions:
- A
telephone call for Support/Help is defined as 30
minutes in length.
- The
first 30 minutes guaranteed for each telephone call
for Support/Help.
- For
monthly recurring accounts, the charges are due the
1st of each month.
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Monthly Recurring Charge Accounts can be cancelled at
the 1st. of the following month.
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If you feel you have Help/Technical Support needs not covered
here,
please
contact us
so we may
work with you to design a system just for you.
Monthly Recurring Maintenance Service are also available upon
request.
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