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TERMS OF SUPPORT

Last updated: Mar 20, 2024​

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  • A minimum remote session time of 1 hour applies

  • A minimum onsite appointment time of 2 hours applies

  • Non-urgent and urgent client requests are prioritized in the order they are received

  • A transportation fee applies for onsite appointments outside the San Francisco Bay Area: $75 minimum per appointment

  • An overtime fee applies outside regular working hours, subject to availability: 2x standard rate

  • A fee applies for urgent requests with less than 24 hours’ notice, subject to availability: 2x standard rate

  • A One-Time Support cancellation fee applies with less than 24 hours’ notice: 50% of the purchase price

  • A credit check and approval may be required for net-30 day credit accounts (One-Time and Regular Monthly plans only)

  • Prices, discounts and service offerings are subject to change at any time without prior notice. Please check our website for the latest information.

  • Discounted rates apply to support plans only and not to overages or service upgrades which are charged at the standard rate.

  • Scheduled onsite appointments and remote sessions may occasionally be canceled, moved from onsite to remote or vice versa or postponed or brought forward in date and/or time, depending on availability

  • A conversion fee applies if you decide to hire an individual from SO IT Services (or hire into a parent or subsidiary company) via this agreement, or within 12 months of the termination of this agreement, regardless of the mode of employment. The conversion fee will be invoiced at 25% of the individual's total annual full time equivalent compensation, including bonuses, and becomes due at the date of conversion.

  • Your 30 Day Prepay Support Plan Guarantee: Prepay support plans may be canceled at any time within 30 days of purchase at no cost for a full refund of the amount prepaid. Any support work completed within 30 days of purchase will be billed at the standard rate. Prepay support plans canceled after 30 days of purchase incur a fee of 50% of the total cost of the plan, minus any support work already completed, billed at the Prepay support rate. You must provide 30 days’ notice in writing prior to cancellation. Unused Prepay support plans expire after 12 months from date of purchase.

  • Your 30 Day Regular Monthly Support Plan Guarantee: Regular Monthly support plans may be canceled at any time within 30 days of purchase at no cost for a full refund of the amount already paid. Any support work completed within 30 days of purchase will be billed at the standard rate. Regular Monthly support plans canceled within 30 to 180 days of purchase incur a fee of 50% of the total cost of the regular monthly plan, minus the sum of previous regular monthly payments. You must provide 30 days’ notice in writing prior to cancellation. There is a 6 month fixed term for Regular Monthly support plans, charged on a monthly basis.

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