Remote Support Terms and Conditions
Flat rate repair agreement: I (Client) agree to pay Discount Computer Warehouse (DCW) to repair, analyze and troubleshoot my computer hardware at a flat rate of $129.95 for tech support.
Hourly rate repair agreement: I (Client) agree to pay Discount Computer Warehouse (DCW) to repair, analyze and troubleshoot my computer hardware at a rate of $79 per hour for tech support. Minimum charge is $35 for a 15 minute call. Time will be billed to the nearest ¼ hour.
Payment is due prior to the remote call.
- Payment of one hour or more may be secured using a credit card pre-authorized using Paypal prior to the support call. You will see this as a charge on your credit card, but payment has not been completed until after the call is over.
- DCW does accept checks; these must be pre-approved. No appointments will be booked without a check or another form of payment. Please send checks to Discount Computer Warehouse 2402 N State Road 39 LaPorte, IN 46350.
- Billing starts at the time of the appointment. Missed/canceled appointments will be billed one full hour if not canceled within 24 hours.
Although DCW will endeavor to conduct all activities in a timely manner, I understand that troubleshooting issues may be a time-consuming process and agree to pay DCW for troubleshooting time as necessary.
If DCW is requested to conduct further research on a specific issue, Client will not be billed for research time off-site, but will be billed for research time while at Client’s site/computer.
DCW reserves the right to recommend another IT company if the troubleshooting requires the assistance of another IT company to assist. Client will contract with the other IT company separately.
DCW will install any free programs that you grant permission/ask us to install, while we always try to do our best with the installations, some free programs do not work on all computer systems. If we install a free program for you and you have problems with it, we will uninstall it, but will not give continued free support on the product. Regular bill rates apply.
I also certify that I will indemnify and hold harmless DCW for any and all data or software that may be lost or erased, as well as for any consequence of the erasure or loss of that data or software. Although DCW will take every precaution to preserve all data and software on the computer, I acknowledge that occasionally data loss will occur and/or software operation may be compromised.
If I require training in backup methods and procedures, DCW will provide that training to me at an additional rate of $79 per hour. I further agree to indemnify and hold harmless DCW for any and all hardware or software malfunctions or accidents that may occur before, during or after work is performed on Client’s computer, and for any results thereof.
Virus Removals: I also certify that I will indemnify, hold harmless and will pay for added support to DCW for any software repairs necessary after a virus has been detected and removed from a computer. Viruses in a computer can cause many problems, we cannot control what or how the virus affected the computer before our removal.
We have a 7 day guarantee on our virus/malware removals. If within 7 days you suspect you have an instance returning, please call us immediately. If after 7 days you have a returned infection, we will discuss what AV products you purchased and decide on the best level of support. There is no guarantee or warranty that a virus will never get through any product either purchase by Discount Computer Warehouse or any other brand you buy online or off the shelf.
Confidentiality Agreement: Any private information stored on your computer or viewed by our computer repair technicians during a remote support call will be held confidential unless required by law. Due to the requirements of the repair, if approved by you, the client, we will back up your data to insure its integrity. This is done to ensure that a customer has all the files they need when a computer is returned after a restore. During a remote support call, the data is always backed up to the client’s computer or external hard drive. We do not back up the data on Discount Computer Warehouse servers. If an online backup was requested, we will destroy any copies of your data immediately after the repair is complete. If explicitly requested and a backup was performed, we will hold your data for 30 days. Any private or personal information provided to Discount Computer Warehouse will be kept confidential.