Service Policy
Expectations, responsibilities, and assurances for every engagement with System Solve Solutions.
Who We Serve
- Home users, home offices, and small businesses throughout Central Florida.
- Remote support nationwide when requested by existing clients.
- Projects focused on computer repair, IT support, security systems, home theater, and connected devices.
Response Times & Availability
- Support hours: Monday–Saturday, 8:00 AM–7:00 PM Eastern. After-hours assistance is available by appointment for urgent issues.
- We aim to respond to phone calls within the same business day and to email within 24 hours.
- Remote sessions are scheduled in minimum 30-minute blocks and billed in 15-minute increments.
Remote Support Terms
- We use trusted, no-cost tools such as Microsoft Quick Assist, Apple Screen Sharing, and Chrome Remote Desktop.
- Clients must be present at the computer for the entire session and can end access at any time.
- All remote actions are logged internally. We never store your access codes once the session ends.
Onsite & Hardware Services
- Onsite visits include travel within a 30-mile radius of Leesburg, FL. Additional mileage may incur a modest trip fee.
- Replacement parts are billed at cost plus a handling margin disclosed before purchase.
- Equipment left for repair will be stored securely. Unclaimed devices after 60 days may incur storage fees.
Client Responsibilities
- Provide accurate system information, access credentials, and a clear description of the issue.
- Maintain current backups of critical data. We can assist with backup creation, but liability for data rests with the client.
- Ensure any third-party software we install complies with proper licensing.
Privacy & Data Handling
- All client information is kept confidential. We never sell or share customer data.
- Passwords provided temporarily are not stored after the session. We recommend changing them once work is complete.
- When disposing of hardware on your behalf, we follow industry best practices for data destruction.
Pricing, Billing & Cancellations
- Hourly labor rates are quoted prior to scheduling. Most quick remote sessions are billed at a 30-minute minimum.
- Invoices are due upon completion unless alternate arrangements are made in writing.
- Cancellations with less than 12 hours notice may incur a one-hour charge to cover reserved time.
Warranty & Liability
- Workmanship on repairs is warranted for 30 days. Hardware warranties follow the manufacturer’s terms.
- We are not responsible for pre-existing conditions, undisclosed damage, or software conflicts outside the scope of service.
- Indirect or consequential losses (lost revenue, downtime) are excluded from liability.
Need documentation for your records?
We can provide written estimates, work summaries, and statements of work on request. Let us know if you require a formal maintenance agreement or vendor onboarding packet.
Contact & Escalation
- Primary contact: info@systemsolvesolutions.com | 352-360-5553
- Escalation: If an issue is not resolved to your satisfaction, request a follow-up call within 48 hours and we’ll schedule a review session.
- Feedback: We welcome testimonials and suggestions to improve our services for Central Florida clients.
Questions about this policy?
We’re happy to clarify terms or tailor a support plan that fits your organization.