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Rates vary depending on the service or support call. Most services have a fixed initial rate that can vary depending on the complexity of the service selected. Most troubleshooting and support fees have an hourly rate that can adjust based on availability and demand.
DON'T FORGET: We never charge if we can't fix the problem!*
Please see our "Services" section at top or bottom of any page for more details!
YES! We certainly do. While many IT solutions can be provided remotely, there will always be a need for an in-home visit on more complex issues. Some in-home services may require an additional fee for travel or additional work.
You can always reach us via phone, chat, or email during our standard business hours, or sign up for a FREE 15 MINUTE CONSULTATION!
In-Home Support Services are currently limited to the Glenn Heights, Texas community and surrounding areas of Ellis and Dallas counties. We use Microsoft MileIQ and only ever charge per mile based on it's suggested distance, round trip, never how long it takes to get there. The standard national milage rates as approved by the IRS will be used, adjusted annually, with a minimum initial fee of $5.00, or total milage rate cost, whichever is higher.
Support Squid prides itself on unparalleled customer service. The IT Support industry isn't exactly known for clear answers and quick support. We know you're not calling to talk about the weather, you're calling because you have a problem and you need help. We're honored to serve you and we demonstrate that through our commitment to you. Our guaranteed response times are based on our Service Level Agreements (SLAs) outlined on our Services page. Initial contact is answered as immediately as possible and a time to resolution will be agreed upon based on the outcome of the initial consultation in accordance with those SLAs.
Most initial contact requests are answered in under an hour!
All calls and immediate needs for support will be charged by the hour in accordance with our pricing chart and will be billed at the conclusion of the service once a resolution is reached. We accept PayPal and Square online payments.
All In-Home and Consulting services are scheduled and will be paid for in advance after the initial consultation is complete and a price is agreed upon.
If we can't fix it, you don't pay for labor!
Services that are considered "fixed" fall into two categories: Solutions and Resolutions.
Solutions are legitimate fixes to problems or other services rendered. The agent and the customer agree the problem is fixed or the service has been complete.
Resolutions are most often when either the agent or the client recognize that a problem can't be fixed but there are other avenues to consider, such as repair or replacement.
* - no fee will be charged for incident-only general troubleshooting that fails to result in a satisfactory resolution. Does not apply to rate-fixed services. Does not include additional fees for travel, expenses, or equipment. Incident-Only troubleshooting is documented through a ticket-based platform and all actions, changes, communications, Service Level Agreements (SLAs), and troubleshooting steps are performed and documented through this platform for both customer and company safety.
EXAMPLE: Sue calls for help with an error on her Windows 10 laptop. All services are performed remotely and documented through a ticketing platform. No additional services are requested and the only costs incurred are for remote incident support. Support Squid is unable to resolve the error and could not return her PC to an operational condition. Sue will not be charged for any hourly rate as an outcome of time spent troubleshooting and attempting to resolve her issue.
Costs, fees, and rates associated with equipment, travel, or additional services rendered are still due by any customer.
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