IT Services FAQ
Straight answers on pricing, trip fees, remote support, emergency service and Managed IT plan terms.
One-Time Service
What does on-site service cost?
On-site support is $75 per hour for homes and $100 per hour for businesses, with a 2-hour minimum, plus a service call fee based on distance. One-time services are invoiced after the work. Nothing is charged at booking.
Is there a trip fee?
On-site visits have a service call fee, measured from Pendleton, IN: $50 up to 40 miles, $75 up to 75 miles, and $100 up to 100 miles. We travel as far as needed; trips over 100 miles are quoted. Remote support has no service call fee.
How does remote support work?
Remote support uses HelpWire. At your appointment time you get a link. Open it and follow the prompts. Remote support is $75 per hour for homes and $100 per hour for businesses, with a 1-hour minimum and no service call fee.
Do you offer same-day or emergency service?
Yes, when available. Regular bookings start the next day; same-day service is only available through Emergency service, 9:00 AM – 5:00 PM Mon–Fri, 10:00 AM – 2:00 PM Sat, closed Sun. Emergency service is double the hourly rate: $150 per hour residential and $200 per hour business. Emergency onsite has a 2-hour minimum plus the service call fee (not doubled); emergency remote has a 1-hour minimum. Send an emergency request on the Emergency page, or call or text us, and we contact you back to confirm the time. Onsite visits can start about 2 hours out, to allow for travel.
Managed IT Plans
What's the difference between Essential Care and Priority Care?
Essential Care is $99 per month for the first device plus $75 per month for each additional device, with next-business-day response and 1 hour of remote support per device per month, shared across the account. Priority Care is $199 per month for the first device plus $100 per month for each additional device. It includes everything in Essential Care, plus same-day response during business hours, unlimited remote support, 2 hours on site per month, network and Wi-Fi health checks, a priority support queue and a quarterly business tech review.
Is there a contract?
You choose. Month-to-month can be cancelled anytime with 30 days' notice. A 12-month agreement waives the setup fee and locks your rate for 12 months; after that it continues month to month, with no new contract. Full terms are in the signed Managed IT Service Agreement.
What's the setup fee?
Setup is a one-time fee of half the first month, per device. Essential Care is $49.50 for the first device plus $37.50 for each additional device. Priority Care is $99.50 for the first device plus $50 for each additional device. Setup is waived with a 12-month agreement. More than 10 devices, or any servers, are quoted. Setup covers installing monitoring and antivirus on each device, taking an inventory of your equipment, and bringing all security updates current.
What happens if I cancel?
Month-to-month plans can be cancelled anytime with 30 days' notice. If you end a 12-month agreement early, the early termination fee is the waived setup fee, reduced by one-twelfth for each full month completed. On either option, if you cancel in the first 90 days, the support time provided under the plan is billed at the standard hourly rate, minus the plan fees already paid.
Why the 90-day clause?
New clients often come to us with problems that take hours to fix. That work is included in your plan when you stay with us. If you leave in the first 90 days, it's billed at our standard hourly rate, minus what you've already paid.
Can I add or remove computers?
Yes. Plans are priced per device, so your monthly total follows the number of devices on the plan. On a 12-month agreement, devices added later have no setup fee. Full terms are in the signed Managed IT Service Agreement.
Do you support servers?
Yes. Servers are quoted separately. Book a free 15-minute Discovery Call and we'll size the plan with you.
When do I pay?
One-time services are invoiced after the work, and nothing is charged at booking. Managed IT plans are billed monthly in advance, automatically, to the card or bank account on file. Service may be paused after 15 days unpaid.
About HelpComputerGeek
Do you work with homes and businesses?
Yes, both. Residential rates are $75 per hour and business rates are $100 per hour for onsite and remote support.
What areas do you serve?
We serve Indianapolis, Anderson, Muncie, Noblesville, Fishers, Carmel, and the surrounding central Indiana. Travel is measured from Pendleton, IN. We travel as far as needed; trips over 100 miles are quoted.