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our policies

​Privacy Policies

User Data Policy.. We store your company's name, address, telephone number and pertinent IT data in order to identify you and your PC and better serve you when you contact us. We do not share this information with outside entities. Your account information is available only to our internal staff in turn are bound by a non-disclosure agreement. 

We do not intentionally collect, store or share any other information about you. Our technicians are strictly prohibited from asking you for personal or private information such as credit card numbers, birth dates, user names and/or passwords. If you are asked to divulge any personal or private information by one of our technicians, please report the incident to fra -@- falconitservices.com.

Call Monitoring.. We monitor support calls and/or remote connect sessions for training and quality assurance purposes.

Remote Control..
Access to your computer is not arbitrary. If one of our technicians needs to connect to your computer to resolve a problem, you will be required to grant him/her access via an invitation code. Once the technician has finished and the remote session has been closed, your computer will no longer be accessible.

Security Policies

Staff Policy.. We require our staff to have an incident-free police record at the time of employment. In addition, we periodically screen our staff for felonies and/or on-line postings related to physical abuse, trolling, weapons, drug and alcohol abuse and/or unethical behavior. Any employee found to have records or postings that reflect poor behavior is subject to termination.

Other Policies

Ethics Policy.. Both our clients and our staff are prohibited from behaving in a socially unacceptable manner. Behavior such as rudeness, foul language, racial and/or discriminatory epithets are not permitted. We periodicall monitor our phone lines, chat sessions and on-line postings for ethics violations.

Hours of Operation.. We operate from 9:00 am to 6:00 pm Monday-Friday. If you have an emergency during non-business hours, please call or text the emergency support number that was provided to you with your welcome letter.
 
Contact Policy.. To contact us for support, please call our helpdesk at (305) 433-6663 and press option 1. You can also email helpdesk -@- falconitservices.com or contact us via the Spark instant messaging application.
 
Plan Change Policy.. Maintenance plans are priced according to the number of computers and servers on your network. The monthly charge may change if computers or servers are added or removed from your network however, the monthly charge may not fall below the minumum threshold of $ 500.00 per month.
 
Payment Policies.. Invoices are generated at the beginning of each calendar month and payments are due 30 days after the invoice date. We may refuse service to clients that have past due invoices. Unpaid invoices over 60 days past the invoice date may trigger account closure and collection proceedings.  A 20% collection fee will be assesed to any invoice(s) that must be collected through a collections agency. Closed accounts are subject to prepayment terms and reinstatement fee in order to continue managed services.
 
VPN & Remote Access Policy..  BYOD (Bring your Own Device) and non-managed devices that are used to connect remotely are not covered by any maintenance plan. BYOD devices are limited to the installation, troubleshooting and resolution of VPN or remote access software only. All other issues are subject to billable, hourly service rates if service is requested on a BYOD or non-managed devices. Examples of billable work performed on BYOD and/or non-managed devices are (but not limited to) (a) troubleshooting a remote user's home router, (b) identifying a slow connection from a hotel, airport or WiFi hot spot and (c) cleaning a user's personal device that is infected with malware.
 

What IS NOT Included with your Maintenance Agreement

Software..  Certain software product licenses (antivirus, spam filtering and backup software) may be included with specific maintenance plans. These products/licenses will expire and cease to function upon termination of agreement and/or account closure. All other software purchases, leases and/or licenses are the responsibility of the client.

Hardware..  Certain hardware products (managed routers) may be included with specific maintenance plans. These items must be paid for, or returned to Falcon IT Services upon termination of this agreement and/or account closure. All other hardware purchases and replacement parts costs are the responsibility of the client.

User Training..  We cannot train users on the use of computers, operating systems and/or applications. While we often assist users in these facets, it is at the discretion of Falcon IT Services. Users are expected to have the knowledge necessary to operate their computers and/or applications and carry on their daily job functions.

Infrastructure..  Infrastructure and buildouts such as structured cabling, drilling, tunneling and other forms of construction are the responsibility of the client.