RufusTech.net "Biting Back at Technology"

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Business Policies

Helping People Stay focused on their real work, and not the Technlolgy


Invoicing Policy
RufusTech invoices are generated at the beginning of each calendar month or upon depletion of prepaid blocks of consulting hours. Invoices are detailed, showing what services were performed, when, by which person, and with what results. Payment is due 15 days from the invoice date. In the absence of specific arrangements made in advance with our invoicing department, invoices 15 days past due are subject to finance charges of 1.5% per month. Prioritization of work for clients is directly affected by account standing.

Appointment Cancellation
Please call and leave a message within 24 hours if you need to cancel an appointment. We are not able to accept cancellations by e-mail. We reserve the right to charge for 1 hour of technician time for cancellations with less than 24 hours notice.

Pricing Policies
Hourly rates vary as to the type of work and skill level required, together with time-of-day Category. Category 1 Base Rate applies to the Monday-Friday, 8 AM - 5 PM, time period, also referred to as "core business hours." Category 2 refers to M-F after hours and Saturdays 8 AM - 5 PM which is billed at 1.25 times the base rate. Category 3 refers to Saturdays after hours, Sundays and holidays, which is billed at 1.5 times the base rate. We publish our pricing, which is rare for our industry. We charge for productive time rounded to the nearest quarter hour. Flat fees for general services in this business tend to obscure what is being done and how long it is actually taking. We prefer our clients to know exactly where time is being spent so they can adjust priorities and project workloads at any time.

Current Hourly Business Rates
We know our business area very well and work hard to keep our pricing structure very competitive and as simple as possible. If you find a better rate for work from equally qualified technicians we would like to hear about it. Click here to view our current rates.

Minimum Hours Billed
Our minimum billable unit is .25 hours for all categories of work. Many competitors have 0.5 - 2 hour minimums.

Prepaid Discount Rates
Discounted per-hour rates of up to 20% are available for clients who purchase blocks of consulting hours in advance of the work being done. We offer blocks of 10, 20, 30, 40, and 50 hours with an increasing hourly discount. Clients keep their special pricing as long as they have prepaid hours on the books prior to work being done, and purchase new blocks of hours as the previous ones are depleted. Clients purchase blocks of discounted Category 1 base rate hours and in the event work falls outside core business hours, the same Category 2 and Category 3 multipliers (see preceding section) apply to the discounted base rate. Prepaid clients receive the same detailed monthly invoices showing work done as non prepay clients. Charges for all time and materials are made against the prepaid balance. Prepaid blocks are valid for one year from the date of purchase. In the event of pricing change, the discount percentage applies toward the new pricing.

Non-Profit Organization Discount
We offer a 10% discount on services to qualifying, charitable non-profit organizations.

Student Discount
We offer a 10% discount on services to currently enrolled full-time students.

"Project Specific" Rates
Many of our competitors insist that you call for pricing, stating a policy of "project specific" rates. We prefer to be open about our pricing and offer generous block discount rates of up to 20% for standard services. This gives potential clients the ability to do their own homework and comparisons before calling us. That said, there are types of work that can qualify for special rates. Please give us a call if you would like to negotiate pricing for a special project.

Technician "Levels"
Many of our competitors assign different hourly rates for different "levels" of technicians, and reserve the right to substitute higher-priced consultants at their discretion. Our clients have told us that they find this model objectionable and prefer to pay an appropriate hourly rate for professional execution of a given task. Our pricing is based upon a professional job on a given category of work.

Parts and Materials Mark-Up
Computer software and hardware purchased on a client's behalf is not marked up for profit by RufusTech. Such mark-ups are not part of our business model. We sometimes round the prices to the nearest whole dollar amount for invoicing simplicity, and we are required by the State of Washington to charge sales tax on such items. This is yet another way that RufusTech offers increased value to its clients--expert, unbiased recommendations with no mark-ups.

Sales Tax
Our fees are subject to applicable sales tax. In spite of this being a service business, the State of Washington defines computer related services as taxable. See WAC 458-20-15501 for further information.

Client Satisfaction and Refunds
We work closely with our clients to ensure we are achieving the results they desire. However, actual work that has been performed by RufusTech, and/or blocks of prepaid discount hours are non-refundable. Sales of equipment and software which have been opened or put into use by the client are also final. In spite of our best efforts, if you do find yourself unhappy with our work for any reason please call your account manager and we will find a way to make the situation right on a case-by-case basis.

Travel Time
RufusTech does not charge clients for time technicians spend in travel to and from client sites within a 40 miles of the the technician's starting point. Many of our competitors charge for round-trip travel time, mileage, parking and other expenses. For clients who fall outside of our 40 mile radius we only charge for one way of travel time at the standard consulting rate. This is yet another way RufusTech offers significant savings over its competitors.

Service Call Response Time
We are committed to a maximum 4-hour response time to service calls. Service outage response times are top priority and should happen much faster. If we have regular or low priority work scheduled with you which must be delayed or cancelled due to another client's service outage we ask for your patience and understanding. Remember, a service outage at your site will also put you at top priority. Please note that a client's proactive and timely payment history puts their issues at a higher priority than those whose account is in poor standing. Please also note that service priority levels 1 and 2 (detailed below) may warrant after-hours or weekend work to accomplish. Many competitors charge an "emergency response surcharge." We do not.

Service Priority Levels

1.

Service outage which has halted or reduced our client's fundamental ability to conduct business.

2.

Service outage amounting to an inconvenience in business operations.

3.

Telephone support/helpdesk inquiries.

4.

Special project work with deadline.

5.

Regular support and maintenance.

6.

Low priority work deemed "back-burner" by client.

Technology Failures and Warranty
Due to the nature of technology products on the market, we make no guarantee or warranty as to stability, longevity, fitness, quality, or usability of any hardware or software systems which have been mentioned, recommended, installed or maintained by our technicians whatsoever. We assume no liability for loss or damage arising directly or indirectly from services performed by our company.

The bottom line is that we work very hard to keep your technology investment working smoothly and reliably. We have a proven track record of doing right by our clients.

Agreement
Requesting and receiving services from RufusTech is taken as acknowledgement and acceptance of the policies stated on this web page.

In Summary
Our policies are designed to be simple, customer friendly, and very competitive so please give us your feedback if you ever feel that we have not achieved this goal.

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