Terms
Guarantee
IT work is defined by the fact that much is reliant on third party hardware and software vendors. Accordingly, I can only guarantee my own work:
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For specific, limited projects (new server or software install, etc), we scope out goals which I agree to and if I fail to meet those goals I don't charge for my efforts.
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Week in and week out troubleshooting and maintenance is performed on a best-effort basis only.
Research:
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I don't charge for basic research of a common product or technology.
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Research of site-specific installations, configurations, and uncommon technologies is billable.