Client Handbook

Overages are the cost of service that lie outside of the managed service plan selected for your business. For example, on-site support is included for Premium plans but not for Essential plans. If on-site support is required for an Essential plan client, an overage of the monthly contract will occur.

A project is work we formally agree upon to improve your environment. We prepare a solution to include the scope of work, hardware required, and an estimated number of hours to complete the project.

Occasionally, technicians require additional products or time to complete a support request or project. These items will be an additional cost but will be communicated with you during service and implementation. We will do our best not to incur additional/unexpected costs.

In the case of a client wishing to upgrade plans, we encourage contacting your client success manager (CSM) to assist you.  Sweetwater Tech would be glad to facilitate changes that are in line with your business needs.

If you don’t see us at your office, it means we are doing our job! Proactive tickets are created automatically for items like these: disk space almost full, operating system out of date, antivirus is out of date, windows patching failure, computer offline 45 days, backup failure, service restarted, and poor hardware performance. Most work we do is completed from our office to maintain and update your environment.

Let’s be real – there may be a time you request an estimate and think, “I bet I could get this cheaper or faster (probably BOTH!) from Amazon”. We do not order technology products from vendors like Amazon because many sellers false advertise items: products are used and NOT new, batteries are exhausted, hardware is not authentic. Our job is not to introduce problems to your environment. We only purchase electronics from authorized distributors that we can guarantee (or else we violate our terms).  If you want to buy from Amazon, we will still support you, but it usually costs more in the end. We have seen faulty memory, expired warranties, home licensing and a host of other problems. Cheaper is not always better, we all know that. Our team spends immense amounts of time on consulting and compatibility research so that we can stand behind everything we sell. The process does take time, but if you need a project or estimate escalated, simply let your Client Success Manager (CSM) know and we will work to expedite your request.

We ourselves know how painful it would be to go without having our own devices for work.  Should you find yourself or your staff needing service, please let us know immediately so we can assist you in resolving the issue.