ka-POW-er! on-site emergency troubleshooting
We understand that you simply need to get back to work. We will show up and work diligently to frame the problem, then explain the pros and cons of the various solutions.
We’re often on the subway, making it difficult for us to give you the attention you deserve via telephone. We suggest that you blast an e-mail to the ka-POW-er! Phone by
- E-Mailing us: boost[@]ka-pow-er[.]com
- Using our simple Contact Form
We’ll get back to you as soon as we can.
Rates and Practices:
As much as we prefer to price our services with a flat, all-inclusive fee, troubleshooting is compensated on an hourly basis.
Sometimes this involves contacting tech support on your behalf; often this involves troubleshooting and research. If we feel we are hitting a dead end, we will let you know ASAP. We are paid to be experts. If we get stumped, we stop the clock. We will either work off the clock until we gain some traction or leave and continue to research on our own time, then return with answers.
Our rate is $149/hour, billed in 15 minute increments, rounded up.
(Creative Actualization Program clients receive 1/2 day and full day discounts on all hourly engagements.)
A few notes about the nature of troubleshooting:
An awkward challenge of our work is that we cannot always guarantee results. There are a number of factors that are simply beyond our control, especially when we are troubleshooting an installation that is not our own. We will, however, guarantee a better understanding of the situation at hand. A few things for us to keep in perspective:
- Sometimes breakthroughs come by chance.
- Sometimes an issue is actually two or more issues compounded.
- Some issues result from software bugs or conflicts.
- Sometimes “normal” behavior appears to be “broken” from your perspective.
- Sometimes getting back to work is more important than finding a root cause.
- Some issues require more resources to solve than our clients are willing to invest.
We can often respond to an emergency and show up at your office within a few hours if we are not on-site with a client at the time you call. If we are on-site with another client and that client agrees to reschedule, then we will be able to visit your office ASAP, though we will need to charge time-and-a-half (150%) for the duration of the visit.
Phone, Text, Chat, and e-Mail support:
Often we can answer a question or troubleshoot an issue via e-Mail, Text, Chat or telephone. For conversations up to 10 minutes, there is no charge. For more lengthly calls & e-mail, we have a 1 hour minimum and we bill in 15 minute increments beyond the first hour. We may suggest remote or on-site support, however. (Creative Actualization Program clients are not subject to the 1 hour minimum for phone & e-mail support. In fact, an hour or more of off-site support is included with all membership plans.)
Coverage Area, Minimums, and Travel Time:
ka-POW-er! does not charge travel time for our clients in and adjacent to Boston Zip Codes. This includes Allston, Brighton, and Jamaica Plain, as well as portions of Brookline, South Boston, Cambridge and Somerville. We have a two-hour minimum in this area. For clients beyond this range, we bill the round trip at 50% using Google Maps to measure travel time. Beyond a 10-12 mile radius from the Back Bay we have a 4 hour minimum. (For Creative Actualization Program clients, travel time and minimums are halved.)
Our services provide immediate results. Therefore, our terms are C.O.D., payable by Cash, Debit/Credit Card, or Business Check.
We use Square for on site Debit/Credit Card payments.
Make business checks payable to “ka-POW-er!”
ka-POW-er! business hours are from 9:30 AM to 5:30 PM Monday through Friday, with the exception of Federal & State holidays. All requests for work to be performed outside of these hours are subject to availibility. Any work performed Monday through Friday outside of these hours will be billed at time-and-a-half (150%). Work performed on Saturdays and Federal holidays is subject to a 4 hour minimum and will be billed at time-and-a-half (150%). Work performed on Sundays and Holidays is subject to a 4 hour minimum and will be billed at double time (200%). (Creative Actualization Program clients enjoy relaxed restrictions and some plans offer expanded business hours.)
We take a 30-60 minute break for lunch and fresh air. It’s better for all of us. It’s off the clock, of course.
Incoming Emergency Calls:
While we are on site with you, we may need to take emergency phone calls from other clients. Some day, it could be you calling with the emergency. We will obviously not bill you while on the phone with another client.
We trust you will find these policies reasonable. If you have any questions or wish to make suggestions, please let us know! (Contact info below)
(First time customers: please print this out and have it signed prior to our engagement.)
I have the authority to make purchasing decisions on behalf of this business. I have read the above and agree to the stated terms. I will be responsible for facilitating ka-POW-er! invoices, W9 Forms, and other paperwork required by my company, so that the above terms may be met.
[In the meantime, read our Code of Ethics, which protects our clients' interests.]