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Rates & Terms

Rates

On-Site Support:
  • $50 per hour (1 hour minimum charge). 1/4 hour incremental billing thereafter
  • $40 per hour daily rate (5+ hours per day - save 20%). 1/4 hour incremental billing.
  • $35 per hour drive time - No per-mile charges, free local pickup/delivery (no free installation, sorry Charlie)
$100 emergency service surcharge for same day on-site deployment without a scheduled appointment (Call for ETA).
 
 Remote Support /Training:
  • $50 for the 1st hour (hour minimum charge) then $30 each additional hour in 1/4 hour incremental billing (Promotional, effective through 2016)

Terms of Service

The following terminology applies to the Terms and Conditions herein. Icculus Computers, d.b.a. HelpThisComputer.com, shall herein be referred to as "Icculus", "We", "Our" and "Us" in the remainder of this document. "Client", "You", "Your" refers to you, the Client, and/or your company, and/or your authorized representative(s). All terms refer to the offer, acceptance, and consideration of payment necessary to undertake the process of our assistance to the client in the most appropriate manner, whether by formal meetings of a fixed duration, or any other means, for the express purpose of meeting the client’s needs in respect to the proviso of our stated services; in accordance with U.S. law.
Our Terms of Service will always be publicly available to view on our website at www.HelpThisComputer.com 

Privacy Statement:

We are committed to protecting your privacy. Any employee with access to sensitive data within our company, signs a non-disclosure agreement upon employment and are subject to legal action upon breach.  We constantly review our systems and data to ensure the best possible security service to our customers.  The U.S. Federal government has laws and provisions regarding computer systems and data, and we comply with all privacy laws. Client records/data are regarded as confidential, and will be treated as confidential unless the customer expressly states verbally or in writing that we are to share this data with a 3rd party. We reserve the right to record any/all conversations, and may record remote support sessions via “screen capture”; this is done to ensure quality of service and to document the issues.  Such recordings are for internal company use only and may be used in furtherance of training, quality control, proof of work performed, and these recordings also serve to assure our clients that they are treated professionally and fairly. Clients have the right to request sight of and copies of, any and all client records/data we keep, on the provision that we are given reasonable notice of such a request. Clients are requested to retain copies of any literature issued in relation to the provisos of our services. When appropriate, we shall issue the client with appropriate written information, handouts, or copies of records as part of an agreement, for the benefit of both parties. We do not sell, share or rent your personal information to any third party or use your email address for unsolicited email. Any emails sent by us will only be in conjunction to the services you have already received. This may include technical documentation, estimates, invoicing, Terms of Service updates, and follow-ups to services already rendered.

Payment:

Cash, Personal Check (with State/Federal issued identification), money order(s), bank draft, Paypal, and wire transfers are all acceptable methods of payment. Payment is due upon completion; we keep our costs low by not establishing accounts.  Returned checks are subject to a $35.00 fee to cover banking fees and administrative costs.  We reserve the right to, at our own discretion, refuse personal checks as payment, and may require a deposit in instances where the client is not present to pay upon completion. We reserve the right to seek recovery of any outstanding balance remaining unpaid within 180 days, via collection agencies and/or through civil court. In such an event than an unpaid balance is turned to collections, the client agrees that they shall pay any additional administrative and/or court costs incurred to recover the balance and/or goods/assets. Any client that requires special payment terms must acquire a written agreement that clearly defines payment terms, and is not valid unless signed by us and the Client before services are rendered.

Billing:

Our service rates are and will always be published at http://HelpThisComputer.com/rates-terms.html. Rates are subject to change.  Rates will be published at least 90 days prior to any rate change takes effect. 

Sales Tax:

Pursuant to Kansas Dept. of Revenue, EDU-71R (Revised Sales Tax Guidelines: Taxing Charges for Computer Products and Services and Internet Related Sales and Services), Icculus Computers DBA HelpThisComputer.com qualifies its work as a Service. We serve clients, not customers. In accordance to EDU-71R, we do not sell software or hardware, and the services offered are therefore exempt from sales tax.  In the event that tangible goods such as hardware or software are needed; the customer is responsible for purchasing, and paying sales taxes/compensating use taxes on tangible goods to the vendor in which they have purchased. In doing so, we are able to offer our services without sales tax. For more information, please refer to: http://rvpolicy.kdor.ks.gov/Pilots/Ntrntpil/IPILv1x0.NSF/865782e7272861a38625655b004e9336/d027d08cc9b549c0862577690069a459?OpenDocument

Remote Support:

Remote support enables a technician or support representative to connect to a remote computer via the Internet and work directly on the remote system. Clients can benefit from this because it allows us to step away during scans, large/slow downloads, and other time-intensive tasks that cannot benefit from a watchful eye. Time spent away from the support session is not billable.

Most Hardware issues require physical inspection of the equipment and cannot be diagnosed remotely. If we conclude through a remote support session that problem seems to be hardware related and requires that a technician be present to resolve an issue, the time spent attempting to resolve the issue remotely is billed at Remote Support rates.  

Warranty:

We offer 30 day warranty on technical services offered. This excludes damages and data loss caused by negligence, malicious software, power loss, surge/electrical damage, or operating conditions that exceed the manufacturer’s specifications. Services specifically stating full virus and spyware removal will carry the same 30 day warranty. If the infection was something that was missed during the initial removal, we will remove the infection at no cost, unless sufficient evidence exists to show that the infection occurred after the work was performed, or if the subsequent re-infection came from poor internet browsing habits, users bypassing security software, peer-to-peer downloads, ect.  If services are stated as “partial malware removal” or “partial cleanup”, these scans are composed of less rigorous scanning, and do not hold any warranty. Warranties start when the client takes possession/control back of their system.

Warranty Processing:

Hardware warranties are subject to the warranty agreement offered by the manufacturer. We do not extend the warranty on hardware by any other manufacturer, due to the volatile nature of electronics. Warranty processing is a service, this will occur at our standard rates. Any expense incurred for warranty processing, including, but not limited to, packaging materials, postage, freight fees, and any/all telephone “long distance” expenses are the financial responsibility of the client. These services performed will be on behalf of you, our client, and will be billed accordingly.  To expedite the time in processing warranties, you grant consent for us to act on your behalf, as a fully authorized representative, in order to complete warranty fulfillment. All equipment shipped by us on your behalf shall have shipping insurance for no less than full replacement cost. We assume no responsibility for damage, loss, or theft resulting from shipping.

Exclusions and Limitations:

The information provided, whether through our website, e-mail, delivered in person, or via traditional mail; is provided on an "as-is" basis. To the fullest extent permitted by law we:

  • Exclude all representations and warranties in relation to the content which may or may not be provided by any affiliates or any other 3rd party, including in relation to any inaccuracies or omissions in the website or company literature; and
  • Exclude all liability for damages arising out of, or in connection with, your use of our website or services. This includes, without limitation, direct loss, loss of business or profits, damages caused to your computer, computer software, systems, programs, direct or indirect data loss, or any other consequential or incidental damages; regardless of whether or not the loss of was foreseeable, arose in the normal course of events, or you have advised us against the possibility of any potential loss. We encourage clients to "own their data" and make appropriate backups to ensure data integrity remains uncompromised.

Cancellation Policy:

A minimum 6 hours notice of cancellation of a scheduled appointment is required. Notification can be served in person, via telephone, email, fax, sms text message, or carrier pigeon. Posts on social media pages are not considered a legitimate means of cancellation. We reserve the right to (at our discretion) levy a surcharge of $50 to cover subsequent administrative costs when a client cancels without proper notification.

Termination of Service and Refunds Policy

Both parties have the right to terminate any service agreement for any reason, including the ending of services that are already underway.  No refunds shall be offered where a service is deemed to have begun and is, for all intents and purposes, underway.  Any portion of funds paid in advance, in respect to the provision of unused services, shall be refunded within 90 days. Any hardware that was purchased to complete a service, that was terminated before installation/deployment may be subject to return fees imposed by the vendor, including (but not limited to) restocking fees and shipping fees.

Data Retention\Media Conversion Policy:

Client data will be retained for no less than 30 days, and will be held for no longer than 180 days, via data backups.  For customers wishing for us to retain a copy of the data for longer periods, a storage fee of $0.35 per Gigabyte (rounded up to the nearest Gigabyte) per month, shall be imposed. Media conversion (such as from magnetic to optical or flash memory media) occurs at normal hourly rates. Customers may provide their own media for conversion, or reimburse our expenses in the procurement and conveyance of converted media. Data retention storage fees may accrue for up to 180 day without payment, before we deem the data abandoned. Abandoned data will be securely erased in a manner that meets or exceeds United States Department of Defense secure data erasure standards and is not be retrievable.

Abandoned Hardware:

Hardware that ends up in our possession, where the client hasn't settled payment on, shall be held for up to 180 days. After this time and at least 5 attempts at contact, this hardware will be considered abandoned. Without payment or storage arrangements, abandoned hardware may be disposed of, sold, or stripped for parts. At this point and at our discretion, we may opt to not incur any more expense o securely erase storage medium(s) on abandoned hardware, and this data may be recoverable by any 3rd party that receives the hardware. We accept no responsibility or liability for data exposure from abandoned hardware.