Frequently Asked Questions
Here are some common questions from our clients
Contact and Location Information
Where are we… who are we…
What areas do you service?
We service the greater Toledo, Ohio area for all of our services. If we come to your location a travel fee may apply.
For locations that are an hour or more away from our location, we offer drop-off (our location) and remote support.
We can also arrange to have certain hardware shipped directly to a site.
Please call us with any questions.
Where are you located?
Our address is 1044 Fries Avenue, Toledo Ohio
We are located in a small, residential neighborhood at the end of a dead-end street surrounded by the Swan Creek nature preserve.
We operate out of our home and are in the process of renovating part of our 3 car garage into a more public-facing office. We currently are only offering car-side service at this location.
How do I contact Customer Support?
You can reach our customer support team by using your customer portal or any of the the "Contact Us" buttons on our website, calling 419-595-0235, or using the live chat on our website. Our dedicated team is available between 8am-8pm.
We’re committed to providing prompt and effective solutions to ensure your satisfaction.
Financial Questions
Questions about money, payments, etc
What forms of payment do you accept for services?
Managed services (Service Plans, Subscription Services) require a credit card or ACH agreement on file for billing. Other services may be paid by Cash or Check to avoid processing fees. We also accept Credit Card, Paypal, Apple Pay, Venmo and Cashapp for non-subscription services. We do charge a 3.5% Processing Fee for all "digital payments" (anything other than Cash, Check or ACH).
We normally require a deposit up front and the balance due when services are complete. Large projects may require payments at various stages as agreed to in the Project terms.
We are also open to bartering. If you're interested in service trades, please contact us directly.
What is your Warranty and Refund Policy?
We typically do not offer refunds. We may offer a credit to your account in special situations at our discretion.
You may view our full warranty and refund policy here: WARRANTY AND REFUND POLICY
What are your rates?
We offer both Flat-Rate and Hourly rates. We also offer Bulk Pre-Paid Hours at a discount.
Our Flat-Rate services are typically only performed at our location after a device is dropped off with us. The price is agreed to beforehand. Work outside of the expected scope may cost extra. We will let you know before we do any work that is outside of the agreed upon scope by more than $50.
We charge an hourly rate for anything not covered by a Flat-Rate. Our hourly rate for work performed at our location is $120/hr with a $50 minimum.
Our Remote Support rate is $100/hr with a $50 minimum.
Our On-Site rate is $150/hr with a 1hr minimum.
Our Service Plans and Pre-Paid Discount Hours offer great ways to save on these expenses.
Legal Questions
Questions about contracts, policies and other Legal issues
Do I have to sign a contract?
We require all of our clients to sign our Service Agreement prior to any work being done. You may find the Service Agreement here if you need to sign it. You should only have to do this once.
Other services may require an additional commitment from you.
Our Residential service plans not require a commitment. They are month-to-month and may be cancelled at any time. To avoid a charge for the upcoming month, we do recommend that you give us a 30-day warning of your cancellation.
Did we miss something?
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