We are as fair with our clients as possible and exceed expectations wherever we can. We do our best and accomodate clients howeve possible. Like anything else there has to be official policies.
Free initial consultation (within reason). We'll analyze your equipment and processes and set expectations and help point you in the right direction. We usually come onsite for this after a chat or phone call. We do not have an official definition of "within reason" but we try to go the extra mile with the initial visit. Hopefully we are the right fit for each other.
Services: SysRunner offers standard consulting and support services. Depending on the level of support or consulting required we may discount or increase the rate per project, don't worry we always keep you in the loop if there is a need to bring in a specialist. For the most part we stick to standard rates. We often deduct hours if something takes longer then we feel it should have. While rate is important to everyone, please speak with one of our consultants about your needs before looking elsewhere.
Products: We are a support and consulting company first however we do offer certain products at competitive pricing to provide additional value to your company. Many of the centrally managed products we offer are only available to resellers. Our goal in this is to keep the billing simple for you without stepping into the expensive territory of managed services. We support most products as long as they are good products regardless of where they come from.
Sample Products and Services (These vary substantially based on volume and perceived service level agreement)
Initial Consultation (free within reason) TrendMicro Antivirus ($3.35/desktop/month+tax) Online Backup (.30/gb.month+tax) Carbonite (we match and sometimes beat carbonite pricing) Standard Tech support ($100/Hour) Standard Consulting ($100/Hour) Leasing (Available upon request PC packages with support start at $80/month)
Expensing If you need something ASAP we occasionally buy it and expense it back to your company. This is generally used in situations where there is an obvious immediate need and going through a quote, purchase order, or authorization process is not reasonable. We do have a return policy for this but it's never been exercised as it's for items a client absolutely needs asap. Expensed item return policy This is provided as a value addded service used, we follow the vendors return policy based on the date the item was purchased by SysRunner minus 3 days to give Sysrunner ample time to process the return. As an example, if an item was purchased on the 3rd from a vendor with a 10 day return policy it needs to be returned to SysRunner by the 7th so we can get it to the vendor by the 10th. We reserve the right to bill standard hourly rates to process the return. Products must meet whatever return requirements the vendor requires. Vendors restocking fees also apply.
Equipment purchased from SysRunner return policy 15 Days unless otherwise stated. Standard Return Policies applicable only to products purchased by you directly from SysRunner Any return for a refund may be subject to a 15% restocking fee.
Products that are not eligible for return:
Any product not purchased from SysRunner
Any product without a valid, readable serial number, including but not limited to products with missing, damaged, altered, or otherwise unreadable serial number
Any product that is returned without all original packaging and accessories, including the retail box, manuals, cables, and all other items originally included with the product
Any product from which the UPC code has been removed from its packaging
Any product that exhibits physical damage
Any product for which you have submitted a mail-in rebate
Software Is subject to the refund policy of the manufacturer (minus 3 days to provide ample time for SysRunner to process the order). Note: some service based software products do not allow refunds.
Services No Refunds. If we did not provide service to your liking PLEASE LET US KNOW ASAP
Privacy: We do not share any credit card information
Help Desk: SysRunner uses a standard ticketing system, in that system we keep general information about your account and all of your requests. We can give you a login to track these tickets (free). When you email email@example.com you are contributing to this knowledgebase. Be advised that if you send information to this system the orginator of the ticket is also cc'd when you reply. We do not share your information, but expect anything posted to help@sysrunner may be seen by other staff.
Remote Access: We use multiple pieces of software to remotely assist with issues. The software is safe and secure and even logs the access, however you can easily turn off the software, this software is generally defaulted as "On" to aid in quick help with issues. If you are concerned about someone remoting in please ask us for training on how to activate or deactivate the software.
General Terms/Disclaimer: Our invoices show the following terms and disclaimer this covers most general policies, at our discretion we often waive these policies but this is our official policy.
"Please make payment to SysRunner within 30 days. To cover drive time, customers are billed with a two-hour onsite minimum. Remote support calculated with a half-hour minimum, quarter hour increments thereafter. Emergency scheduling done without 72-hour advance notice may receive a 40 percent increased emergency call response rate. SysRunner/Gary Scheffen LLC reserves the right to incur finance charges for failure to conform to the aforementioned terms. All consulting is provided as is. With best efforts in good faith, but "as is". SysRunner/Gary Scheffen LLC is not responsible for lost data, compliance standards, failed equipment, or failed backups. SysRunner does not share any information collected for credit card billing purposes. Gary Scheffen LLC/SysRunner reserves the right to adjust or append to these terms at any time.
Thank you for your business!"
Late FeesBe advised we do apply automatic late fees to past due invoices. This is not something we do arbitrarily our accounting package is programmed to automatically apply the fees.
Contacting SysRunner The best way to contact us is via firstname.lastname@example.org or the form on our web site. This system alerts us via multiple channels (email, txt etc). In the unusual circumstance we do not reply right away feel free to call or text as well. Emailing agents directly will get a response but is not the fastest method.