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 who 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. Please do not volunteer to give your password or any other private information as it is not necessary for troubleshooting.

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 solve 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 to us. 

Please do not contact the help desk prior to leaving for lunch or at the end of the day as our internal policies prohibit our help desk technicians from accessing unattended computers. NOC administrators may log in to unattended desktops and servers or perform automated background tasks such as maintenance, upgrades and updates, however, they access devices using their own log-in accounts.

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.

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 periodically monitor our phone lines, chat sessions and on-line postings for ethics violations.
 
Hours of Operation: Office hours are 9:00 am to 5:00 pm Monday-Friday and help desk hours are 8:00 am to 7:00 pm Monday-Friday. If you have an emergency during non-business hours, please text the emergency support number that was provided with your welcome letter.

Contact Policy: To contact us for support, please call our help desk at (305) 433-6663 and press option 1. You may also email helpdesk -@- falconitservices.com or contact us via the Spark instant messaging application. We pride ourselves on being open and accessible and in order to maintain this tradition we ask that you do not call, text or email our management, sales or finance staff to request technical support. All service requests should go through the help desk e-mail address or telephone number.

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 minimum 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 assessed to invoices collected through a collections agency. Closed accounts are subject to prepayment terms and an on boarding/reinstatement fee in order to continue managed services.

Security Policies: We ask that you abide by our cybersecurity baseline policies which are derived from NIST and intended to prevent security breaches, data theft and data loss. You may opt out by signing a liability waiver. For a list of our baseline and recommended best practice policies, see our security policies section.

On-Site:  On site service is included with all maintenance plans however it is limited to repairing and maintaining existing topology and excludes topological changes. On-site service calls related to unauthorized changes are billed at our standard hourly service rate. In order to reduce/avoid on-site charges, we ask that companies create a written policy prohibiting employees from modifying, disconnecting or relocating IT assets without contacting the help desk. We maintain detailed records and network diagrams in order to identify and resolve issues quickly and efficiently. When adding, moving or relocating equipment such as IP Phones, printers, PC’s, etc. please coordinate with the help desk so that we are apprised of the changes and are able to update our systems.

Warranty: Falcon IT Services will not warrant any equipment purchased from us that fails as a result of physical damage or negligence.

Open Source:  A suite of productivity tools and applications are bundled pro bono with our managed service plans. In order to maintain these applications free of charge, they are are offered as-is, licensed under Open Source standards, and hosted in-house.

What is not Included with your Maintenance Agreement

Software: Certain software products  (antivirus, spam filtering and backup software) are included with our maintenance plans. These products/licenses will expire and cease to function upon termination of service agreement and/or account closure. All other software purchases, leases and/or licenses are the fiscal responsibility of the client. Note: Some software products may not be available for MAC/Linux platforms.

Hardware: Certain hardware products (managed routers/switches) may be leased or included with specific maintenance plans. These items must be paid for, or returned to Falcon IT Services upon termination of agreement and/or account closure. 

Applications & Training:  The help desk does not provide computer or application training. While we often assist users in these facets, it is at the discretion of Falcon IT Services. Users are expected to have basic computer skills and the knowledge necessary to operate their computers and applications in order to carry out their daily job functions. 

Projects & Infrastructure:  Infrastructure changes and build outs such as structured cabling, drilling, tunneling and other forms of construction as well as significant changes to network & server architecture, such as migrations, are excluded. The cost of these services are billable.