What is Additional Work?

Our <a href="http://www.forgetcomputers.com/support.php" target="_blank" title="Pro Support Packages">Pro Support Packages</a> cover the bulk of client support needs. However, additional work is sometimes required. Our goal is to be upfront and clear about additional fees. Additional work does cost extra and is... <ul> <li>any work performed above-and-beyond what's included in the Pro Support package.</li> <li>billed at an hourly rate or quoted as a project fee or <a href="http://www.forgetcomputers.com/fixed-fee.php" target="_self" title="Forget Computers Fixed Fee">fixed-fee</a>.</li> <li>defined as additions, changes or hardware failure. </li> </ul> Additions are typically new purchases or new hires. Changes can be employee terminations, network changes or office moves. Additions and changes are planned. Hardware failure is unexpected. (Unless the device is several years old and out of warranty!) The following are examples of additional work: <div style="font: normal normal normal 11px/normal Verdana; margin: 0px;"> <ul> <li><a href="http://www.forgetcomputers.com/fixed-fee.php" target="_self" title="Forget Computers Fixed Fee">New Mac setup</a></li> <li><a href="http://www.forgetcomputers.com/fixed-fee.php" target="_self" title="Forget Computers Fixed Fee">Mac OS upgrade</a></li> <li>Set up and configure a smart phone</li> <li><a href="http://www.forgetcomputers.com/fixed-fee.php" target="_self" title="Forget Computers Fixed Fee">New software install or upgrade</a> (application or font)</li> <li><a href="http://www.forgetcomputers.com/fixed-fee.php" target="_self" title="Forget Computers Fixed Fee">New user setup: </a>create email, workstation and server accounts for a new user</li> <li>Migrate data from one machine to another</li> <li>Move hardware or software to new locations</li> <li>Replace failed hard drive</li> <li>Troubleshoot hardware failure onsite, if remote attempts are unsuccessful</li> <li><a href="http://www.forgetcomputers.com/fixed-fee.php" target="_self" title="Forget Computers Fixed Fee">New printer setup</a></li> </ul> </div> It's our experience that by involving us early in additional work we save our clients time and money. We know what works, we know how to best implement, and we know how small changes can effect the entire office. Early means getting us involved during the planning stage — before additional work begins. We're OK with clients performing certain changes on their own. We concede that there are times when our experience and expertise are not necessary. However, it's important to notify us of ALL changes. It’s a free call to our <a href="http://support.forgetcomputers.com/forums/26416/entries/30752" target="_blank" title="Forget Computers, When should I contact the Help Desk?">Support Desk</a> and communicating early is the only way to minimize surprises and control costs. To encourage clients to involve us from recommendation to implementation (meaning we recommend or approve the additional work and we perform or oversee the implementation) we’ve developed the following solution: <div> <ul> <li style="margin: 0.0px 0.0px 6.0px 0.0px; font: 11.0px Verdana;">If we are involved in additional work from recommendation to implementation then we will take full responsibility for the implementation. Any issues with the implementation will be resolved free of charge for up to 30-days, or for as long as a client remains a member of our Pro Support program and does not alter the original implementation.</li> <li style="margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px Verdana;">If a client prefers to handle additional work themselves, then they assume responsibility. Any support related to the additional work will be charged an hourly fee for the first 30 days from the time we are notified of the change.</li> </ul> <div> <p style="margin-top: 0px; margin-right: 0px; margin-bottom: 6px; margin-left: 0px; padding-top: 1px; padding-right: 0px; padding-bottom: 1px; padding-left: 0px; color: #333333; line-height: 1.4em; clear: left; font-size: 1em; text-align: left;">  <p style="margin-top: 0px; margin-right: 0px; margin-bottom: 6px; margin-left: 0px; padding-top: 1px; padding-right: 0px; padding-bottom: 1px; padding-left: 0px; color: #333333; line-height: 1.4em; clear: left; font-size: 1em; text-align: left;">Simply put: clients take responsibility for what they recommend and implement and we take responsibility for what we recommend and implement. We feel this is a very fair way to address the issue of responsibility and it holds each party accountable for their actions. If you have any feedback or suggestions on how we can improve our service <a href="http://www.forgetcomputers.com/contact.php" target="_self" title="Contact Forget Computers">please let us know!</a> </div> </div>       2009-03-31T21:25:37-05:00

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