Logicom USA – Terms Of Service
Hourly Rate – the hourly rates for Logicom USA consulting and support services are as follows:
Standard hourly rate: $150/hour (Current Customers Only)
2-hour Block: $250 ($125/hour)
10-hour Block: $1125 ($112.5/hour)
2-hour and 10-hour blocks can be purchased in advance, or if your support hours balance has gone into the negative (we will send you a reminder email). If your support hours balance has gone into the negative, you will be invoiced for the negative balance at our Standard hourly rate in approximately 15 days unless a 2-hour or 10-hour block has been purchased in the interim.
New Customers-New customers will be required to purchase a prepaid block of time before work can be scheduled. Prepaid time should be equal to or greater than the estimated time for the project. This time will be banked for use on the project and can be refunded if all time is not used in accordance with our “Satisfaction Guarantee” noted below. This estimated time is not a cap of time that can be used on the project. Any billable hours spent on the project will be billed in accordance with the terms of our “Billable Hours” noted below.
Billable Hours – All support time is billed in 15-minute increments. This rate applies Monday through Friday during normal business hours of 8 am until 4 pm Eastern time. Any work performed outside of these hours (nights and weekends) will be billed at time and a half.
Banked Time – When you purchase a block of hours, those hours are ‘banked’ for use during our regularly scheduled times. Unused hours purchased expire 2-years from the date of purchase.
Satisfaction Guarantee – Any unused hours purchased can be fully refunded within 30 days of the date of purchase if you don’t like our service for any reason! Just provide us with constructive feedback, and you can receive full payment back for any unused hours.
Onsite Rate – Onsite services are available in Eastern NC and within driving distance from Eastern NC including NC, SC, and VA. Time starts and stops when leaving Washington, NC. Hours will be billed against pre-purchased hours of time or will be billed out at our standard rate in compliance with our Rates noted above.
Scheduling – all engagements with Logicom USA must be scheduled in advance with your assigned technician. Our typical lead time is 3-5 days. If you do not already have an existing ticket or assigned technician, you can schedule time with us by emailing firstname.lastname@example.org or by calling (919) 792-8647.
Emergency Support – please note that Logicom USA is NOT a 24/7 emergency support provider. If you have an urgent issue, we will do our best to address it and get it resolved as quickly as possible, however, we can not guarantee immediate availability.
Payments – invoices are sent out electronically, and can be paid online with a credit card or EFT. Mailed checks can be sent to:
3 Duckview Trail
Washington, NC 27889
Outstanding Balances – if there are any balances outstanding for more than 30 days, no additional work will be performed until the existing balance is made current.
Warranty – due to the nature of the work that we perform, there is no warranty or guarantee on hourly work. Each hour that we work is considered billable regardless of the outcome of said work. While we will make recommendations on the level of effort required to implement a solution or fix an issue, it is up to you to let us know if there is a cap on the number of hours we spend per engagement.
Termination – either party may terminate services within 60 days from the date of purchase by notifying the other party in writing or via email. Any hours worked prior to the termination are still considered billable hours, and unused hours within the 60 days can be fully refunded. Hours that fall outside of the 60-day window can still be refunded, but there is a 25% penalty on unused hours.