VanderNet: Billing Terms / Service Agreement
 

VanderNet reserve's the rights to change our billing and customer engagement terms at any given time. This guide to clarify the current billing practices and standards of VanderNet.

VanderNet's Recommended Workflow for Trouble Tickets:

 

(1) Customer Experiences an Issue or Technical Problem

 

(2) Call VanderNet's office and they will assist with creating a service ticket and evaluating priority. Some customers have direct access to VanderNet's Help Desk Portal and can create tickets on their own. This is another recommended way of reporting an issue.

 

(3) VanderNet will schedule a time with a technician to address the issue or technical problem.

 

(4) Emergency: If the issue is an Emergency situation a tech will stop what they are doing and attempt to rectify the Issue or Technical Problem. (This might mean the tech is available to assist to with the Emergency until the Issue is stable or resolved. Then the Tech will need to resume his/her normal work schedule).

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VanderNet has (1) Product Billing Type
 

(1) Product Billing - Hardware and or Software

-VanderNet requires that all products be paid for prior to VanderNet ordering the product.

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VanderNet has (4) Labor Billing Types

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(1) Normal Business Hours Billing - MONDAY thru FRIDAY 8:00 AM CST - 5:00 PM CST

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 -VanderNet Bills a Minimum of (1) hour at $125 dollars an hour for anything that is rendered.

(i.e.: If it takes a tech 5MIN or less please still expect to be billed for a minimum of (1) hour. This goes for walking a customer through doing something over the phone, remote support into their computer, & onsite services.)

               

-After Initial Hour VanderNet Bills in (.5) hour increments.

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-VanderNet Bills on a Per Site / Service Call Basis (If a ticket is created then you are billed a minimum of 1 hour.) 

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(2) After Hours and or Holidays Billing – Outside Normal Working Hours

-VanderNet Bills a Minimum of (1) hour at $199 dollars an hour for anything that is rendered.

(i.e.: If it takes a tech 5MIN or less please still expect to be billed for a minimum of (1) hour. This goes for walking a customer through doing something over the phone, remote support into their computer, & onsite services.)

-After Initial Hour VanderNet Bills in (.5) hour increments.

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​-VanderNet Bills on a Per Site / Service Call Basis (If a ticket is created then you are billed a minimum of 1 hour.) 

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We recommend that customers without a support agreement collect their IT issues and submit a single ticket with the multiple issues. This is one way to prevent being billed per ticket individually. It is important that all the items that are needing to be taken care of are included when the ticket is created. 

If there are additional items that need to be taken care of, we will create an additional ticket and you will be billed separately for the additional ticket.

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Please be aware that if any of your items on this list require a different skill set, it may have to be broken into multiple tickets. Examples of these items: Tech Services to install cameras, access points, racks or run cable; or a higher level Tech with a different expertise. These things would be discussed with you in advance so there would be no misunderstandings.

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If there are additional items that need to be taken care of then we will create an additional ticket and you will be billed separately for the additional ticket. 

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(3) Project Billing – Projects that Multitask Oriented Implementation

 

 -VanderNet bids projects on a per project basis. This is a special case scenario and an issue / item can only be deemed a project by VanderNet’s Management Team.

 

(4) Contractual Billing – VanderNet Enterprise Customers

 

 -Customers that pay for VanderNet’s Help Desk and Support on a monthly contractual basis. 

 

 

VanderNet (2) Billing Terms

 

(1) Standard Net 30 TERM

  -VanderNet has a standard business NET30 term from the date of the invoice. NET30 term is on Labor Only. All Hardware being purchased falls under our "Product Billing Type".

 

(2) COD (Cash On Delivery)

-VanderNet reserves the right to change the standard NET30 term to COD in the event that the customers payment habits don't stay within the standard NET30 Term.

 

If you have any questions regarding to these terms please feel free to contact our main offices at (417) 973-0365 during normal business hours. We are happy to assist!