The CompleteCare IT Customer

Bill of Right

As a customer of a CompleteCare IT service, you are entitled to and should expect:

PACE will explain all of the costs associated with your CompleteCare IT service, and any special upgrades or projects, up front. You will not be surprised down the road by hidden fees. All CompleteCare IT services are included in a monthly flat fee.

Whether PACE is performing routine repairs as part of your CompleteCare IT service, or providing other special upgrades or projects, we guarantee that we’ll complete all work on time.

When you call PACE for support, we’ll answer your call immediately, or return it within 60 minutes. We have a staff of 10 full-time technicians, so you’ll speak with a trained technician right away; no bouncing around from department to department. If further support is needed, CompleteCare Network IT customers can expect emergency service within four hours; CompleteCare Platinum IT customers can expect emergency service within one hour.

PACE technicians will communicate directly with your Internet and hardware/software vendors. When issues arise, we’ll get on the phone with your providers right away. No more finger pointing, he said-she said, or runaround or sitting on hold. Just solutions to the problems.

PACE technicians are among the most knowledgeable in the business, but they’ll never keep you in the dark with jargon or over-complicated information. You’ll get answers to your questions in plain English, in as much detail as you want to know. We want you to fully understand what your options are, what equipment you’re getting, and how to use it.

PACE maintains a 99 per cent fix-it-right-the-first-time track record. That’s why we fully guarantee all our work. Before PACE touches any equipment, we’ll do a full assessment of your current situation. Our well-thought-out approach allows us to anticipate potential pitfalls once we get to the installations and repairs. It also allows us to fully understand your wish list and your needs. We’ll present you with the best options for your business. And, we’ll fully explain how your new systems will work, so you will be up and running right away.

PACE strives for minimal downtime and interruption to your business. We want you to stay up and running - when CompleteCare IT is running smoothly in the background as it should, or while we’re doing special repairs or upgrades on your equipment. If there is major work to be done, we’ll prepare as much of the equipment in advance as we can, to minimize installation and repair time. In some circumstances, we can perform upgrades during off-work hours.

Before PACE works on your computers or network, we’ll do a full analysis of the problem, to minimize unexpected problems along the way. We’ll alert you to any risks to your equipment that could stem from fulfilling the project. Before we start any upgrades to your network, we’ll do a full backup of your data.

All work is performed by PACE’s highly trained, qualified and courteous technicians. PACE technicians maintain vendor certifications from Microsoft, Cisco and Citrix. And, they continue their training on a regular basis, to ensure they’re up-to-date on the latest technologies and solutions. Not only are our technicians highly skilled, they are bonded and insured.

PACE’s mission is to make business happen for small and mid-size companies. If you’re not satisfied with your IT systems, your business isn’t operating at its best. We will do whatever it takes to make you a happy customer. We also want to help even more businesses stay up and running. We want you to recommend us, and we know you’ll only do this if you’re entirely pleased with our work.