FAQ
Straight answers to the questions people actually ask.
Pricing, travel, response times, remote support, data privacy, and what happens if something can't be fixed. If your question isn't here, just ask.
How much does IT support cost?
On-demand support is $85/hr remote and $110/hr on-site, with a 1-hour minimum. Flat-rate services like network setup and assessments have set prices listed on the Services page. Larger or unusual jobs always get a written quote before any work starts, so you know the cost up front.
Is there a minimum charge?
Yes. All hourly work has a 1-hour minimum. After the first hour, time is billed in 15-minute increments, so a quick follow-up doesn't turn into a full-hour charge.
Do you charge for travel?
Travel is free within 15 miles of Appleton. For jobs farther out — Neenah, Menasha, Oshkosh, Kaukauna, Green Bay — I'll tell you any travel cost before I head your way, so it's never a surprise on the invoice.
How fast can you respond?
Most local requests get same-day or next-day attention, and remote support can often happen the same day you call. When you contact me, I'll set clear expectations on timing based on your urgency and my current schedule.
Do I need remote or on-site support?
A lot of problems — slow computers, email issues, software setup, virus cleanup — can be fixed remotely. On-site is better for hardware installs, network cabling, server work, and anything that needs hands on the equipment. I'll recommend the right option once I know the problem.
How does a remote support session work?
You start a secure session from a link I send. You watch everything on your screen, I do the work, and when we're done the session closes and I no longer have access. I never leave a backdoor open, and I don't keep permanent access to your computer.
Is my data private?
Yes. I only access what's needed to fix the problem, I document what I did, and I never share your information with anyone else. Any remote session is watched by you and ends when we're done. Your data and your privacy stay yours.
Can you help with backups?
Yes. I can set up backups and, just as importantly, verify that they actually work by doing test restores. I usually recommend a 3-2-1 approach — three copies, on two types of media, with one off-site — and I'll tailor it to your setup and budget.
Do you work with home users, or only businesses?
Both. I help local homes with slow computers, Wi-Fi, printers, and email, and I help small businesses and offices of up to about 30 users with everything from on-demand fixes to monthly managed IT.
What happens if the problem isn't fixed?
If I can't fix the problem or give you a clear path forward, you don't pay for that work. Simple as that. I'd rather be honest about what's possible than charge you for a dead end.
What payment methods do you accept?
Card, ACH transfer, and check. Monthly managed plans can be set up on recurring card or ACH billing with net terms. I'll send a clear invoice for every job.
Do monthly managed plans require a long contract?
No long contracts. Managed plans are month-to-month. You can cancel with 30 days' notice — no early-termination fee, no lock-in. I want you to stay because the service works, not because you're stuck.
How do I cancel a monthly plan?
Just let me know in writing (email is fine) at least 30 days before your next billing date. I'll wrap up any open items, hand off any documentation, and stop billing. No fees, no hassle.
Ready for IT help that shows you the price first?
Tell me the problem and I'll tell you the cost — in plain English, before any work starts. Local homes and small businesses across the Fox Valley, and remote support nationwide.