Fixed Rate Technical Support Services

    I strongly prefer to be paid for my services based on what is appropriate to solve each problem. Where my fee is based on the scope of the problem, but may or may not have anything to do with how long I spend to deliver the solution. (The more time and effort I invest "preparing in advance" to handle something, the less time I then need working at the computer system.)

    The fees listed on this page are the "per task" amounts I would expect to be paid by an employer. Where for bookkeeping and legal liability reasons, I am paid as a (contract) employee, and any firm I do work for issues me an income tax receipt at the end of the year. That using piece-work employment in this manner enables me to concentrate on what I do best, while permitting me to exclude costs such as bookkeeping services and liability insurance from what I must charge for my services.

 

Labor Rates for SOHO and End-User Support

Routine User Task Tutoring  . . . . . . . . . $10.00
 

Assistance that any experienced user should be able to provide, such as talking another user through a provided set of written instructions. Any tutoring that cannot be accomplished in well under an hour is beyond the scope of this assistance. And the additional experience that is required to effectively provide support over the phone also makes that beyond the scope of this assistance.
 

An End-User Assistance Call  . . . . . . . . . $25.00
 

End-User support provided in person, or over the phone. This includes: a tutoring session that can be accomplished within an hour. Any very straight forward installation of hardware and drivers, where only a screwdriver is required to install the hardware, and the most up-to-date drivers from the Internet "just load and work" as expected. The regular maintenance of a laser printer, that does not require special training on printer service. The installed AV software detects a virus-- so the end user needs to be talked through downloading updated virus definitions, then running a full system scan to eliminates the problem. (The virus software can "heal" or "clean" any infected files.) Any "quick fix" type support. For example, a search via Google locates the needed support information in short order, and this then takes less than 10 minutes to implement. (Not a "5 to 10 minute fix" I happen to know about after hours or days of research and work.)
 

A Computer Support Incident  . . . . . . . . $60.00
 

Routine troubleshooting and maintenance, that should be performed by experienced support personnel. This includes: The replacement of failed hardware, that requires only a diagnostics boot CD and a screwdriver. A generic re-load of Windows and/or Microsoft Office with all updates-- when there is no need to backup any user data, no additional programs (such as a firewall or alternate Web browser) need to be loaded, and no user specific configuration needs to be performed. General operating system clean-up and support, that does not require any involved troubleshooting. (No intermittent problems. No hours of research.) For example, cleaning up Windows to restore performance, while installing (free) applications to permit safer Internet use. (No pirated software.) Providing straight-forward virus removal. Where an up-to-date Anti-Virus program or a removal utility, provided via the Internet, is able to clean the system. Then scanning with a second Anti-Virus product finds no virus. The most up-to-date OEM drivers do not work satisfactorily for a device. So finding, installing and checking the operation of an alternate driver-- based on either the same or a compatible chipset-- is required. (No many hours of research. No needing to try many drivers.) Any manner of quickly implemented fix that I happen to know about after many hours of previous research and work.
 

A Computer Service Project  . . . . . . . . $100.00
 

Computer support that will be time consuming, requires on-going trouble shooting, or what needs to be done is otherwise complex and involved; and "bench-service" type hardware work, or troubleshooting intermittent equipment failures. This includes: Needing to implement several possible solutions to (finally) satisfactorily resolve a problem; needing many hours of research to find a solution to a problem; laptop or printer service that requires extensive disassembly of the unit; or hardware service that requires more than a screwdriver and diagnostics boot CD. The complete reloading, initial set-up, and updating of a computer system-- using the provided operating system and programs, plus (free) programs and utilities downloaded from the Internet. (No pirated software.) Virus removal calls, where an active virus does compromise any anti-virus software installed onto the system, or additional assistance (phone support) is required from the Anti-Virus manufacture. Also, what would be two separate but very similar Computer Support Incidents may be billed as a single Computer Service Project, if the work for both Support Incidents is performed together (at the same time and place).
 

System Resurrection Work  . . . . . . . . $125.00+
 

A "system replacement" recommendation is appropriate, and instead I am instructed to resurrect the existing system. This includes: Any recommendation to have a dealer re-built the system, to an extent that essentially results in having a new computer system. (Laptop motherboard replacement; new power supply, motherboard, CPU and memory into a desktop system; etc..) Or some combination of hardware repair work, then software support services, that each amount to a separate Computer Service Project. For example, the re-building of the hardware (multiple hardware failures have occurred); then partitioning, formatting, and totally reloading the hard drive from the original CD's. Work that goes beyond that "double project" scope, or requires my paying for the specialized services of a third party, could be subject to additional labor charges. A firm quote will be provided for approval before proceeding with any work that would exceed $125 in labor charges.

  

    The above amounts are in Canadian funds. For on-site service, please see the Services For Hire Overview page, for information about travel charges and possible surcharges. Including that any "leave whatever I'm doing, and handle this now" emergency will incur at least a 100% surcharge. Payment terms are: All work is billable and immediately due upon satisfactory completion of each individual incident or support call. (Next payroll cycle accepted. But no Net30 terms, etc..)

    However, if I am not able to resolve a problem, then there is no charge for the attempt to do so. (Travel charges for on-site service could still apply.) And should something occur days or weeks latter, that is somehow related to previous support work-- rather than a totally separate problem-- then I may be able to handle that as a continuation of the initial call, with a change in the scope for the problem. Where the final bill for a single ongoing and more involved problem, is less than the total bill for several smaller but separate problems. (Paid only for services actually delivered, in a manner that is fair to the customer and fair to myself.)