Last Changed: July 5, 2007 Quotes and Proposals: We are willing to provide a quote for all services and products requested. Although we make every attempt to estimate these requests accurately, there are occasions when the service takes longer or becomes more involved due to unforeseen circumstances. These circumstances may result in increased costs which will be billable. Billable Labor Charges: We are a service company and our product is our knowledge, experience and expertise. To operate our business we must charge for our services including, but not limited to, phone support, remote support, on-site service and in some cases research. Costs incurred by SSCS on behalf of the customer to complete the services requested will be the customers’ responsibility. Any work requested by a customer, whether by email, phone, fax, or other communication, will be considered authorization for SSCS to perform those services and acceptance of these terms and conditions. Warranty: Our warranty policies are as follows: We will provide a 15 day warranty for labor. This warranty covers issues resulting from service technician error, and is limited to the resolution of that error. Additional labor resulting from consumer abuse, misuse, alteration, modification, or negligence will be billable. We provide a 30 day parts and labor warranty on any defective product installed with the following limitations: Product failure resulting from fire, flood, wind, abuse, misuse, alteration, modification, or negligence will not be honored. Restoration of lost data and reinstallation of software are not covered. All new computer systems assembled by Shawn Stern Computer Services include a 1-year parts and labor warranty from date of purchase. This warranty covers defective products only and is not extended by the replacement of any part in the system. Product failure resulting from fire, flood, wind, abuse, misuse, alteration, modification, or negligence will not be honored. This warranty does not cover reloading or restoring of applications or data. In the case of a hard drive failure, the warranty will cover the reloading of the operating system only. We do not warranty our service for the removal of Trojans, viruses, malware or similar types of infections. The only true guaranteed method of removal is to completely reload the infected system(s). Our time guideline for removal is limited to approximately one hour. If we cannot remove the infections we will recommend a system reload unless you instruct us differently. Refund Policy: There are no refunds after 7 days from date of purchase. There is a $15 restocking fee for all items being returned for refund. All sales are final on special order items. Billing Methods: In an attempt to reduce costs, invoices and statements will be sent by email or fax. Please provide an email address or fax number to be used for billing purposes if one is not currently on file. Payment Terms and Conditions: Payment is due upon receipt unless other terms have been arranged. Standard terms are 15 days. The following prices currently apply: $95 per hour with a minimum of 1 hour per service call $142.50 per hour for after hour calls and $190 per hour s for holidays with a minimum of one hour (travel and labor inclusive) Exceptions are as follows: If we service your company by means of remote access, or assist you via phone, normal hourly fees will apply but there is no minimum charge. A finance charge will be assessed to all accounts with balances extending beyond the due date. In addition, customer will be responsible for all collection agency and attorney fees incurred in bringing the account current. Act of default accelerates payments to be due immediately, as credit is no longer extended. For your convenience we accept cash, checks and major credit cards. Return Checks: A $25.00 fee will be assessed to accounts for return checks for any reason. Web Access For your convenience you have the ability to access and open Service Requests via the Internet at www.shawnsterncomputer.com. Click on “Open a Service Ticket”. Enter your customer number and phone number. If you have any problems or questions please contact our office for assistance. Contacting the Company: To provide the high level of customer service that you deserve we ask that you contact our office directly when you need assistance. Our goal is to answer every phone call personally. In the event that you reach our voice mail system, please leave a message and the technician on call will automatically be paged. We ask that you not contact our technicians directly to avoid interrupting them during a service call.