NO SEPARATE SERVICE CHARGE, MILEAGE
The cost to get a technician onsite is included in our 1st hour of labour charge which is :-

1 HOUR MINIMUM LABOUR CHARGE FOR COMING ONSITE (CALL OUT)

If you are located within the Christchurch City District, all our incurred costs are included in our first hour of labour. 1 hour is our minimum labour charge for onsite visits. See what is included below. Even if we are onsite for less than 1 hour, this is our minimum charge as we need to cover all associated costs with the callout. Otherwise it is not economically viable for us to come out to assist.

Outside the area shown means our minimum charge is 1.5 Hours

No matter how long we take on-site, the minimum charge is 1.5 Hours. Subsequent Labour after this is charged at our normal hourly rate in 15 minute increments. If parts are required, these will be additional and the technician will advise you of options and costs accordingly. All charges are payable within 7 days of the invoice by direct credit to our bank account.

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Out-of-hours assistance carries a higher hourly rate of time and a half

This is our normal labour rate x1.5 for every hour we are onsite. There is a minimum charge of 1 hour, then in 15 minute increments. Out of hours is defined as: before 8am and after 5pm Monday - Friday or anytime during the weekend (Sat & Sun) or at any time on a national or local public holiday.

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WHAT IS INCLUDED IN OUR MINIMUM ONSITE LABOUR CHARGE
To avoid a separate service charge, the minimum fee incorporates:
- Technicians travel in the Christchurch City District only (outside this carries the higher minimum charge ).

- Up to 1 hour (or less) of onsite labour for any service provided such as advice, diagnostics, investigations and an indication of solutions but this does not necessarily include fixing anything although we will try to include this in our first hour if at all possible or time allows.

- All the hidden time and costs we incur to come out and service you (see detail below).....

On occasion, especially for small jobs, our internal and incurred costs can exceed the cost of the actual job itself. e.g. For onsite visit our vehicle costs, mileage, fuel, travel time to and from the site, plus other time that we absorb which includes research, quoting, planning, administrative and technical documentation. Finally, adding on associated costs for our backend office, systems, admin, accounts, updating technical documentation and the like all adds up so has to be factored into every job, otherwise it is not economically viable for us to assist.

As we include all of this in the 1st hour of labour and don't apply a separate service charge for other costs, we believe this is very fair and reasonable and in your favour. As opposed to many service companies who all charge over $100 + GST to just come out and labour is on top of that. E.g. We personally often get kitchen appliances repaired and trades people coming to us so have many real examples we can refer to.

Computer Clinic provide both ad-hoc support and managed, proactive support too. To reflect our high calibre team (where we only employ experienced, senior and seasoned professionals), our hourly rate is $170 + gst per hour. Our hourly rate is the same for both onsite and remote assistance.

Hourly Rate & Minimum Charges

Computer Clinic provide both ad-hoc support and managed, proactive IT support to meet a particular level of service. To reflect our high calibre team (where we only employ experienced, senior and seasoned professionals), our hourly rate is $170 + gst per hour. Our hourly rate is the same for both onsite and remote assistance.

REMOTE ASSISTANCE / OFFSITE WORK CHARGING SCHEME

If a job takes 5 minutes or less, we simply don’t charge you so please feel free to call for those quick questions or bounce anything off us - it’s not a problem.

Anything over 5 minutes, we then charge for the actual time that the entire job takes. Unlike many other companies, there is NO minimum charge for remote assistance, and we do not round up to the nearest 15 minutes.

ONSITE ASSISTANCE / COMING TO YOU, CHARGING SCHEME

We do not charge separately for travel time and vehicle costs. Instead, we cover all this off by having a minimum 1-hour charge to come onsite. E.g. if we are with you for 45 minutes, then we charge 1 hour which makes coming onsite feasible for us. We believe this keeps everything easy and simple. Anything above 1 hour means we are back to the normal charging scheme where you pay for the actual time we are there. E.g. We are onsite with you for 1 hour 10 minutes means you will be charged 1 hour 10 minutes. After saying all of this, if we are quickly popping in for a few minutes (planned or unplanned), then we are flexible and use sensible discretion and may charge less.

AD-HOC SUPPORT vs SERVICE LEVEL AGREEMENT

Ad-hoc support is provided ‘as and when needed’ on a ‘first come, first served basis’ If you require a specific service level and guarantees then please contact us to discuss further here

ADDITIONAL BENEFITS - GOLD STANDARDS

You now get far more for your money as Computer Clinic have invested into becoming one of only a few certified IT companies who are qualified to a Gold Standard for Cyber Security. This means we can audit and certify your business to a recognised international standard. We know how to keep you safe. See our Certification here for more details.

HOW TO REDUCE IT COSTS - BE PROACTIVE

For certain customers, we do provide a formal service level agreements to respond and assist within certain timeframes as well as carrying out specific maintenance work to ensure systems are kept secure and operational. These vary customer to customer but generally do require a higher level of managed services. Doing this will provide a more controllable environment as well as setting a minimum foundation to actually save you money in the long-term, as it provides standardization and a solid platform to work from and be more easily supported. So to avoid constant small IT support calls, consider a managed contract. We will align your business up to a defined minimum standard and you will benefit from the streamlining and efficiencies created from having guaranteed and set IT maintenance and security handled every month which will save you money long-term.

MANAGED IT CONTRACTS

To see how a managed I.T. contract can provide your business with a consistent baseline, please contact us for further discussions here

If you have any questions or unsure regarding our minimum charge policy, please do not hesitate to ask. Otherwise by accepting our services you are deemed to have accepted this minimum fee along with our terms and conditions which are available on our website:- https://www.computerclinic.nz/terms-conditions