FAQ (Frequently Asked Questions) – Updated 01/01/2020
Q: Does Bean Data just provide business related services?
A: We primarily service businesses but provide service for residential clients as well.
Q: Does Bean Data offer maintenance/service contracts?
A: Bean Data maintenance/service contracts are available to business customers only and are negotiated based on the number of hours needed at a rate per hour designated for a 6, 12, 18 or 24-month period. By purchasing a maintenance contract the hourly rate is often minimized.
Q: Do you have a minimum charge?
A: Our minimum charge is one billable hour based on the service being provided.
Q: Should I expect any charges other than the hourly rate or the expectation to incur the cost of replacement hardware, software, materials or virtual media? The only exception would be reasonable travel charges if your service call is outside our 35 miles service radius.
Q: Does Bean Data have any sort of service guarantee?
A: Bean Data only charges if the issue that your using our services for is corrected, fixed or the device that is being worked on is in better working condition that when we started the job.
Q: Can Bean Data provide remote support services?
A: Yes, we can assist you remotely via a variety of remote desktop applications. We use a remote client that uses a secure encrypted means of connection to ensure optimal data security.
Q: Does Bean Data provide computer restoration disks?
A: We do not. However, you can contact your computer’s manufacturer for them. When contacting the manufacturer have your computers make, model, service tag or service code in order to more easily acquire your disk(s). **Note some manufacturers will charge a fee for these disks.
Q: Does Bean Data provide computer support services for computers under manufacturer warranty?
A: Most manufacturers have a strict set of rules and regulations in regard to their warranty guidelines. It is in your best interest to contact the manufacturer of your device if under warranty so that they can isolate any potential hardware and or software issue that may be causing problems for you. By doing this the manufacturer can diagnose and replace any part or product for you in most cases free of charge. Bean Data can assist in the installation of software related issues and help isolate possible trouble causes but cannot replace or alter any physical device under warranty.
Q: Do you provide documentation of your services?
A: Customers will receive at minimum brief documentation of the services and procedures conducted on a device or service task. We feel its in your and our best interests to record as much information as possible in order to track, isolate and correct any installation, repair, maintenance or service affecting issue.
Q: Who do I contact for billing, general inquiries, after hours or emergency services?
A: For billing, inquiries contact us at firstname.lastname@example.org, for general inquiries use our contact form or email us at email@example.com.
Alternatively, call us any time at 207-200-6770.
Q: What time would an after hours or emergency charge be incurred?
A: Services calls not made by appointment after and up to 6 pm weekdays, unscheduled service calls after 6 pm weekdays and unscheduled weekend service calls.
Q: How much do you charge per hour?
A: Our base rate is $100 per hour for scheduled service calls. Rates are $150 per hour for unscheduled after hours or emergency services.
Unscheduled after hour and emergency rates are a +50% increase of the normal scheduled hourly service rates.
Base rates can be lowered by buying multi-hour service contracts.
**** Rates are taken under evaluated for an increase on January 1st and July 1st of every calendar year and go into effect immediately.
Q: Your office hours are 8am-6pm and by appointment on Saturday and Sunday. As a residential customer do you pick up or deliver my device or computer after hours if I’m at work during the day?
A: Bean Data will pick up your device after hours by appointment. We do prefer to work on devices at the customer premises. If the issue causing the problem is something that needs more specific attention or its getting late in the day we may request to take your device to our office to work on it in our lab provided it is not a mission-critical item.
Q: What are your hours of operation?
A: Office hours are 8am-6pm Mon-Fri, Saturday 9am-12pm, and Sunday by appointment.
**Note we do check after hours voice mail regularly to monitor for urgent and emergency related service calls.