Practical IT.
Personal Service.

HOW SUPPORT HOURS WORK

Tracking Time on Your Plan

Your plan includes a monthly pool of support hours for helpdesk (remote) and on-site service. Hours are tracked on a calendar-month basis (for example, January 1 through January 31). Each service request is tracked separately.

• Actual time is rounded up to the next 15-minute increment (for example, 17 minutes = 30 minutes; 1 hour 37 minutes = 1 hour 45 minutes)
• On-site visits have a one-hour minimum per visit — any on-site service counts, including a brief stop while we are in the area (for example, 17 minutes or 50 minutes on-site = 1 hour)
• Helpdesk support has no one-hour minimum — only 15-minute rounding applies
• Rolled-over included hours are used before your current month's included hours

Included hours vs. overage credits: Your monthly allowance and any rolled-over hours are one pool — support is drawn from that first. If you exceed that pool in a month, additional support is billed at $95/hour. Any unused time from an overage invoice (for example, the 15 minutes in the example below) is kept as a separate overage credit. That credit reduces your next overage bill; it does not add to your included-hour pool.

Overage example: A 4-hour plan with 5 hours 36 minutes of total service in one month uses 1 hour 36 minutes beyond the plan. That overage rounds to 1 hour 45 minutes. You are invoiced for 2 additional hours at $95/hour; the remaining 15 minutes is available the following month and must be used that month or it is forfeited.

HARDWARE & WARRANTY

Warranty Replacements

Manufacturer warranty covers a defective product — not the time to diagnose, coordinate, ship, install, or configure a replacement. INNETREX handles that work like any other support.

Equipment we sold and installed

• We coordinate the warranty claim and RMA with the manufacturer on your behalf
• Replacement hardware covered by the manufacturer warranty is not marked up — you are not charged for the replacement unit itself
• Shipping and return-shipping costs are billed at cost unless the manufacturer covers them
• Our time for diagnosis, warranty coordination, installation, and testing is drawn from your included plan hours or billed at our standard rates (including on-site minimums where applicable)

Equipment you purchased elsewhere

• The warranty relationship is between you and the vendor or manufacturer
• We can assist with troubleshooting and replacement at your request; that time is drawn from your plan hours or billed at our standard rates
• You may need to open the warranty claim, provide account access, or handle return shipping directly with the vendor

CONTRACT TERMS

Straightforward Agreement Terms

• Initial 90-day agreement
• Month-to-month thereafter
• 30-day written notice to terminate
• Support hours and rollover are tracked on a calendar-month basis
• Plan upgrades and downgrades take effect at the start of the next calendar month
• Unused hours from your current month's included allowance may roll over to the following month, up to one month's included hours
• Rolled-over hours are added to the next month's allowance and are used before that month's included hours
• Rollover hours that are not used in the following month do not roll again — only unused hours from that month's included allowance carry forward
• Unused overage credits from additional-hour billing follow the same one-month rollover rules
• Unused hours and overage credits are forfeited upon cancellation

Rollover example: On a 4-hour plan, you use 2.5 hours in January — 1.5 hours roll to February, so you have 5.5 hours available (4 + 1.5). If you use 3 hours in February, rollover is used first (1.5 hours), then 1.5 of February's allowance — 2.5 hours roll to March (4 + 2.5). If you use none of the 5.5 hours in February, only February's unused 4 included hours roll to March; the 1.5 hours from January are forfeited. Full legal terms are in our Terms of Service.