FULL TRANSPARENCY, WE HAVE NOTHING TO HIDE.

Our goal is to help you stay protected, not secretly gouge you for services.

HOW WE BILL

Our services are billed based on the role fulfilled by the employee at the time of service. For example, if we are performing technical engineering tasks on-site, we would bill technical engineering labor.

Each role can have a work-type modifier applied to it. We usually will only apply a modifier if the work we are doing is for residential, or for an emergency.

Our bills are generated on a batch basis. This means that work goes through an approval process before finally ending up on any invoices sent to your company. If you have a contract, this process may be automated with certain billing rules associated with your contract.

BILLING STEPS

First, we approve and post charges to your account. This allows us to make final adjustments, perform final documentation steps, and verify quality assurance requirements are met.

Second, we run final invoice total checks and generate invoices. This two step process helps us guarantee quality assurance with our billing process.

OUR ROLE RATES

These items listed below are our different labor types, or 'roles' as we refer to them. Each role has a specific function that they perform based on the job type.

Block Multiplier - Refers to how many hours will be consumed per-unit for block-hour prepaid contracts when labor is billed at a flat rate.

Role Name

Billing Rate

Block Multiplier

Role Description

Account Ambassador

Not Billed

Not Billed

Account, Billing, Maintenance, and Management Tasks for Client Accounts

Project Engineer

$110/hr

1.5x

Project Management, Administration and Implementation Tasks

Tier 1 Engineer

$65/hr

1.0x

Tier 1 service desk and technical on-site or remote service tasks.

Tier 2 Engineer

$95/hr

1.25x

Tier 2 service desk and technical on-site or remote service tasks.

Tier 3 Engineer

$125/hr

1.50x

Tier 3 service desk and technical on-site or remote service tasks.

Training Engineer

$60/hr

1.0x

Client Training & Staff Education Tasks

WHEN WE ADJUST RATES

These items listed below can modify our existing role rates above. If the work we performs meets any of the conditions below, a modifier may be applied to adjust the price.

Work Type

Modifier

Description 

Any Residential Services

Flat $95/hr

Any services rendered to a residential client for residential devices.

Emergency Support Services

1.5x Hourly Rate

Any services outside of our normal business hours, or with a requested ASAP status. "Drop Everything and Help Me"

On-Site Services

1 Hour Minimum

Any services on-site will be billed at a one-hour minimum.

OUR BILLING POLICIES & TERMS

You have a right to know when we are going to bill you, and why. Below is a summary of how we do business, when we bill, and why you might receive a bill from us.

We define billable work as any form of work where we are taking consultative or technical action with you or your device. This can come in the form of verbal consultation, physical services, or subscription services.

Client Type

Billing Terms

Residential

 Due Upon Receipt

Residential (Subscription) 

Net 15 (15 Days) 

Business

Net 30 (30 Days) 

Business (Subscription)

Net 30 (30 Days) 

  • We generate batch bills on the 1st - 3rd of each month for any outstanding charges in our office.
  • Bills are sent by email by default, however mailed copies may be requested during account setup. These will be sent to the primary contact of the account, or an otherwise specified billing entity.
  • Recurring subscriptions will be drafted using auto pay with a Credit/Debit Card, or a Bank Account
  • Past due accounts may be subject to interest penalties
  • Clients will be responsible for all costs incurred while collecting on past due balances
  • Some non-critical business services may be suspended for serious delinquency
  • If we become aware of any changes to the initially quoted pricing, we will stop service immediately and contact you prior to any additional charges being incurred.
  • Ad-Hoc bills may be generated out-of-cycle for one-off services.

HOW YOU CAN PAY

We offer payment a number of different ways. Our primary goal is to make the process easy and painless to ensure that doing business with our organization is a pleasant experience.

You can Pay Online - Our automatic payment system will send out an email to you when an Invoice is generated in our office.

If you have a card stored on file and have given us permission to draft payments automatically, we will automatically draft ONLY MANAGED SERVICES payments for our Residential IT Services (RITS), Managed IT Services (MITS), and Managed Network Infrastructure (MNI) services.

Any stored cards will be available for use at any time for future invoices.

We accept Visa, Mastercard, American Express, and Discover. Business transactions are subject to a 3.5% electronic payment surcharge.

You can Pay By Phone - You can additionally call our helpdesk directly to process payment with us over the phone.

Call Toll-Free: (877) 856-7870

You can Pay via Mail - We also accept payment via mail. Please follow the parameters below to ensure your payment is routed and applied correctly:

Mail To:

Falls Technology Group, LLC
Attention: Invoice Number
6300 South Avalon Avenue, #209
Sioux Falls, SD 57108

HOW LATE PAYMENTS ARE PROCESSED

We assess late charges to invoices based on customer type and duration of delinquency. All bills in our office are subject to late fees should they fall into a delinquent status.

FOR RESIDENTIAL CLIENTS

We charge $15.00 fee + 2.5% of the Invoice Total each Month, with the first fee assessing at 17 days past due.

Managed Services may be suspended for seriously delinquent accounts. Notice will be provided prior to any service disconnection. Access to your computer systems will NOT be suspended for delinquency, however access to hosted accounts provided by our company may be affected.

FOR BUSINESS CLIENTS

We charge $50.00 fee + 5.0% of the Invoice Total each Month, with the first fee assessing at 37 days past due.

Managed Services may be suspended for seriously delinquent accounts. Notice will be provided prior to any service disconnection. Access to your computer systems will NOT be suspended for delinquency, however access to hosted accounts provided by our company may be affected.

CLIENT FEE RESPONSIBILITY

Additionally, it must be understood that clients will be responsible for any fees incurred while collecting any past due bills.

WARRANTIES & GUARANTEES

We provide certain warranties and guarantees for various different products and services.

Below we've listed all of the non-item-specific warranties that we have.

Product Type

Warranty

Nfina Desktop Purchases

5 Year Parts & Labor

Nfina Server Purchases

5 Year Parts & Labor

Labor Services

No Warranty

Software Services

No Warranty

This chart indicates our Managed IT Service Level agreement metrics and the associated priority handling procedures for each. We fondly refer to this as our Priority Matrix.

Priority

Service Request Criteria

Response Time

Critical

Affects more than five individuals; or is mission critical and there is no workaround available.

Example: Network or Server is down

First Response: 1.00 Hour

Goal Resolution: 8.00 Hours

High

Affects one to five individuals, no workarounds available.

Example: Document must be printed same day.

First Response: 2.00 Hour

Goal Resolution: 12.00 Hours

Medium

Affects fewer than five people, workarounds available.

Example: Printer malfunction, but another printer works.

First Response: 4.00 Hours

Goal Resolution: 24.00 Hours

Low

No effect on productivity, or unsupported software.

Example: Monitor showing black and white instead of color.

First Response: 4.00 Hours

Goal Resolution: 24.00 Hours

Information

General Support or Aesthetic Performance Adjustment Requests

Example: Client needs assistance using MSFT Word.

First Response: 4.00 Hours

Goal Resolution: As Time Allows

Note: The Service Level Agreement Above (Priority Matrix) applies ONLY to our Managed IT clients. We do NOT apply this SLA for Residential, or non-contracted business work.