NOTICE OF CHANGE OF PROCEDURES AND SERVICES

Times are changing here at PTG and most of you have been with me for many, many years.  For that, I thank you and hope you continue using us as your IT solutions provider.  However, policies and procedures that have been unwritten for many years are due to be written down and standardized, as I plan on bringing on additional technicians and start phasing myself out of the “one man band” operation.

EFFECTIVE 2022 THE FOLLOWING PROCEDURES AND RATES WILL GO INTO EFFECT FOR NON-CONTRACTED CUSTOMERS:

Business hours are from 10am – 5pm, Monday – Friday, excluding state and federal holidays.

Services requests must be ticketed online. Tickets may be generated by going to http://support.powertogrow.com and clicking on “Submit a Ticket” on the bottom of the screen.

You can also e-mail your issue to [email protected].  Emergency tickets cannot be submitted via e-mail, as it will not trigger the emergency notifications.  Tickets will not be opened via a phone call or text message.

Tickets will be responded to no more than 2 hours after submission during normal business hours or 4 hours after those hours.
Response is defined as “Ticket triaged by a technician” – not “Resolved”.

Emergency ticketing is available with a one-hour response and will require a $100.00 charge paid which may be refundable at the sole discretion of PTG.  Emergency ticketing should only be used to report a service disruption that results in a complete shutdown of business operations with no other options to continue operation, including manual methods.  The fee will be applied to the bill if on-site service is requested by the business.

FEE SCHEDULE:

Ticketing Support:

  • Free to create a standard urgency ticket anytime with a maximum response time of 2 hours during business hours and 4 hours at any other time.
  • $100.00 for an Emergency Ticket with 1 hour response.

Support via the ticketing system is free up to 15 minutes of total time spent per issue during business hours for current clients.  New clients must pay the rates detailed in remote support.

Multiple tickets per issue will be combined and billed accordingly.  Any time over the 15-minute mark will be billed at the remote support rate below.

Remote & Phone Support:

  • 75.00/hour during business hours, minimum of one-half hour.
  • 150.00/hour outside of business hours, minimum of one hour from 5-8pm and two hours from 8:01 pm onward till the next business hours opening time.

On-site charges:

  • $125.00/hour during business hours, minimum of one hour.
  • $250.00/hour outside of business hours with a minimum of one hour from 5-8pm and two hours from 8:01 pm onward till the next business hours opening time.

On-site charges are port-to-port, defined as from when the technician leaves for your place of business and once they arrive back to where they started.

VOICE SERVICE CUSTOMERS ARE EXEMPT FROM THESE CHARGES IF THE CAUSE
IS A FAILURE OF PTGVOICE SUPPLIED EQUIPMENT OR CONFIGURATION.

VOICE REPAIRS WILL BE LIMITED IN SCOPE TO VOICE RESTORATION ONLY.

IF THE VOICE ISSUE IS RELATED TO ANOTHER PIECE OF TECHNOLOGY ON-SITE CHARGES MAY APPLY AND WILL BE HANDLED ON A CASE-BY-CASE BASIS

PAYMENT:

Standard Payment terms are Net 14. Other arrangements must be made prior to the product or service being delivered.  Paper statements are going to be phased out.  All invoices will be sent via e-mail.  It is the responsibility of the customer to monitor their e-mail for their current charges.  Payments must be postmarked or initiated by the date due, otherwise a $10.00 late charge will be applied to the bill.  Emergency tickets will not be worked unless the emergency ticket charge has been paid.

If any invoice is past-due more than 30 days without arrangements, all services will cease until the account is brought current.

COMMUNICATION WITH SERVICE TECHS:

Technicians may text or call you with updates to your ticket while they are working it to ensure rapid service.  Once the ticket has been resolved or closed, they are under no obligation to respond to any messages outside of the ticketing system.  Please go to the ticketing system and add a comment to a ticket to follow up.  Technicians are not permitted to open new service requests on behalf of customers.