Question 1

Non-Discrimination Policy

Accepted Answer

At Simple Support, we are committed to maintaining an inclusive and welcoming environment -- our goal is to help everyone make all the technology in their lives just work.  We have built a platform to enable anyone to be matched with a highly qualified Tech to accomplish that goal.

Simple Support has a zero tolerance policy that prohibits discrimination against Techs or Customers based on age, disability, gender identity, marital status, medical condition, national origin, pregnancy, race, religion, sex, sexual orientation, or other improper basis. Prohibited discrimination includes refusing to provide or accept services offered through the Simple Support platform because of any of these characteristics or any other conduct that improperly takes into account any of these characteristics.

Any Tech or Customer who believes they have been discriminated against in violation of this policy should report their concern HERE.

Discrimination of any kind may result in the immediate removal from, and loss of access to, the Simple Support platform and resources.

Question 2

Is Simple Support Available In My Area

Accepted Answer

Simple Support is currently available in South Carolina, North Carolina, and Georgia with skilled and vetted tech professionals in all 3 states, we are growing rapidly which will allow us to cover more in 2024.  Rural areas may require additional time to confirm your service booking. Our team of techs is growing every day to meet growing demand from our customers.

Question 3

What is Simple Support

Accepted Answer

Simple Support is an independent, on-demand technology support service. Available Monday through Friday from 10:00am to 6:00pm, and available for after hours depending on contracts with special request, we provide in-home and business support via remote online support and onsite support. Simple Support offers diagnostic solutions, support, installations and hands-on training for just about any technology need, including computer and printers, smart home devices, home theater and audio, Wi-Fi, TV mounting and much more. Simple Support also offers affordable and convenient membership plans that provide remote tech support and on-call in-home and business tech support.

Question 4

What Are Our Hours Of Operation

Accepted Answer

Simple Support offers in-home and business services from 10:00am to 6:00pm, 5 days a week, statewide covering South Carolina, North Carolina, and Georgia. Remote tech support and our chat support staff is available 24/7, 365 days a year.

As we continue to adapt our business in response to COVID-19 our support business hours have changed.

If you need assistance or have any inquiries outside of our business hours, please visit simplebiz.net/faq where you will find answers to frequently asked support questions.

If you are looking to check the status of your order please visit, simplebiz.net/account.

We appreciate your time and patience during this unexpected time and we look forward to assisting you!

Question 5

Is My Service Guaranteed

Accepted Answer

Simple Support is committed to your complete satisfaction and offers a 30 day service guarantee. If any issues arise during or after your service, please let us know right away. We'll do whatever it takes to make it right.

Question 6

How Skilled Are Your Techs

Accepted Answer

Simple Support professionals come from a variety of skilled backgrounds. They range from full-time tech support pros to technically savvy college students. We hand-select our techs after they have been vetted, background-checked and assessed for technical skills expertise.

Question 7

How Do You Price Your Services

Accepted Answer

Simple Support offers transparent and upfront pricing for all of our services. To get an estimate, select the service you need by making a new booking. You will see a fixed base price for each service, as well as additional charges for any extra services selected. Your price quote will be provided before you confirm a booking.

Ready to book click HERE to get started.

Question 8

Does Simple Support Offer Remote Support

Accepted Answer

Simple Support offers remote tech support for time-consuming services including: Computer Repair & Help, Virus Removal & Cleanup, Computer Tune-up, Email or Online Account Setup or Support, Software Install or Uninstall, Printer Troubleshooting or Repair. To book a remote tech support service, first choose the service you need, then select “Remote” on the booking page. Remote support is available Monday through Friday from 10:00am to 6:00pm. When you’re ready to begin a remote service, one of our remote techs will create a secure connection to your computer to complete your service.

Question 9

What Is Your Rescheduling Policy

Accepted Answer

Simple Support understands that your time is valuable and that your schedule can change on short notice. Simple Support offers a flexible rescheduling policy to meet the needs of our valuable customers and our valuable technicians.

You may reschedule a confirmed in-home appointment up to 3 hours prior to the appointment time at no charge. A $25 service fee will be applied to appointments rescheduled within 3 hours of the appointment time.

Question 10

What Is Your Cancellation Policy

Accepted Answer

Simple Support understands that your time is valuable and that your schedule can change on short notice. Simple Support offers a flexible cancellation policy to meet the needs of our valuable customers and our valuable technicians.

Question 11

How does Simple Support work

Accepted Answer

Simple Support is your hassle-free, one-stop shop for all of your technology needs. When you book a service with our upfront pricing, we schedule you as soon as possible.

Step 1. Submit Work Order(s)
You can submit your install or service work orders to our team by either website, phone, email, or even through text.

Step 2. Review and Schedule
Our team will review all your work orders, requirements, and locations and then select the best-matched technicians for dispatch. With Up Front Pricing.

Step 3. Dispatch and Verify
We will dispatch our technicians to complete the install or service request and while onsite they will submit a custom job form detailing the technician notes and pictures. Which is sent directly to you to confirm.

Get started at Simplebiz.net/book-now!

Question 12

How does Simple Support protect your privacy?

Accepted Answer

We value your privacy and work hard to protect your personal information. Here's how we handle your data:

- **What We Collect:** Your name, email, phone number, and billing info when you book a service. We also collect technical data like IP addresses and browser types.
- **How We Use It:** To provide services, respond to inquiries, and improve our website.
- **Sharing & Security:** We only share data with trusted partners and use top-notch security to keep it safe.
- **Your Rights:** You can access, correct, or opt out of marketing communications anytime.

For SMS updates, message and data rates may apply. Opt out anytime by texting STOP. Questions? Contact us at (864-249-7026) or (hr@simple-support.net).

Question 13

Terms and Conditions

Accepted Answer

1. Confidentiality During the term of this Agreement, and thereafter in perpetuity, neither party shall without the prior written consent of the other, disclose to anyone any Confidential Information of the other. “Confidential Information” for the purposes of this Agreement shall include each party’s proprietary and confidential information such as, but not limited to, customer lists, business plans, marketing plans, financial information, designs, drawing, specifications, models, software, source codes, and object codes. Confidential Information shall not include any information that client makes publicly available or information which becomes publicly available through no act of MSP or Client or is rightfully received by either party from a third party.

2. Client and MSP both agree that they will not solicit for hire and it will not hire or otherwise engage any of each other’s employees or contractors, either directly or indirectly during any period services are provided under this agreement or in the 24-month period immediately following termination of this agreement.

3. Force Majeure: Neither party shall be liable for any failure of or delay in performance of its obligations under this Agreement to the extent such failure or delay is due to circumstances beyond its reasonable control, including, without limitation, acts of God, acts of a public enemy, pandemics, fires, floods, wars, civil disturbances, sabotage, accidents, insurrections, terrorism, blockades, embargoes, storms, explosions, labor disputes (whether or not the employees' demands are reasonable and within the party's power to satisfy), acts of any governmental body, failure or delay of third parties or governmental bodies from whom approvals, authorizations, licenses, franchises or permits must be obtained, or inability to obtain labor, materials, equipment, or transportation or illness of MSP’s technical staff (collectively referred to herein as "Force Majeure").  Each party shall use reasonable efforts to minimize the duration and consequences of any failure of or delay in performance resulting from a Force Majeure event.

4. If the Client work is substantially changed due to a Force unforeseeable events, MSP will evaluate the need for change to IT services to Client and related change of managed service fees.  Recognizing there are ongoing expenses to MSP of maintaining backups, remote monitoring, other vendor support software/licensing and availability of technicians to service on going needs, MSP will review with Client the need for change of fees if any.  Late fees will not be charged under an agreed scenario below: 
Change in number of users at an amount of $34.99 per user. If reduction is on a per user, as staff returns to work the per user fee will be added back to the monthly fee and prorated as of the date of return if mid-month. 
A flat fee charge per month.  If the change is a flat fee per month then billing will resume upon Client’s resumption of services as mutually agreed between MSP and Client.  This may be an evaluation between the parties of a gradual resumption of workers and network activity or an immediate resumption of workers and network activity.  
Deferred billing by a 0% over 0 months. Then beginning after  0 months the deferred amount to be added back in subsequent months by 0% of deferred amount or as mutually agreed. For example: if MSP defers $1000 per month.  Then after the 1 number of months passes 25% of the $1000 is added back each month until fully paid.

5. MSP shall not be liable to Client or any of its affiliates for any damages, whether incidental, direct, indirect, special, consequential or punitive damages arising out of service or equipment provided hereunder, including but not limited to loss of profits or revenue, loss of use of equipment, lost data, or loss to person or property, costs of substitute equipment or other costs even if MSP has been advised of the possibility of such damages.  Regardless of the form of action, MSP’s cumulative liability shall be only for loss or damage directly attributable to negligence of a MSP employee or contractor, for the cost of restoring the network to its condition prior to the negligence, but not to exceed thirty thousand Dollars. If a collection action is initiated by either party or if MSP has to defend any action by Client, MSP is entitled to its reasonable attorney fees and expenses to be paid by Client.

6. Implied Warranties are expressly disclaimed by MSP.  An MSP contractor is a technician or contractor who operates on behalf of MSP, is paid by MSP and has access to MSP’s service ticket management system for making time entries and charges for their work.  MSP is not responsible for the acts of other technicians, contractors or consultants providing service to Client not under its control and direction.  If Client purchases equipment from MSP it understands and agrees that it will look to the manufacturer for all remedies and warranties and agrees that MSP is not responsible for functioning of the equipment and has not made any express or implied warranties.  MSP shall not be liable for any claim or demand against the Client by any third party on account of errors or omissions performed hereunder.

7. Remote access to personal computers and/or networks.  If or when Client transitions to home or alternative networks, MSP will make best effort to make connections and serviceability. However, home or alternative networks may not have adequate internet connectivity and equipment to effectively work. MSP is not responsible for inadequacies in those home or alternative networks or to secure those connections. Home equipment will not be as secure and may not have MSP’s software and security features.  MSP is not responsible for the security of the home or alternative networks.  Work on a home or alternative network unless otherwise included is outside the scope of this Agreement and MSP may charge it’s then hourly rate for work on home or alternative networks.  MSP will charge for additional software installed at home or alternative networks as needed.

8. In the event of a Force Majeure MSP is not required to have technicians work during periods or at places where their safety or health could be in jeopardy and in any event will not require technicians to go on site.

9. Client agrees to carry liability insurance and property insurance covering any damage to its network as well as to any clients of the Client adversely affected by Client’s network functioning or transmissions from its network.

10. MSP may apply changes or additional terms, conditions and provisions to this Agreement upon 30 days advance written notice to client containing the proposed addition or change.  If the additions or changes are not objected to then they shall take effect at the end of the 30 days.  Within the 30 days Client may submit changes or objections to the proposed changes or additional terms.  If the parties do not agree on the change or addition then it shall not become part of the Agreement.  All the terms, conditions and provisions of this Agreement will continue to apply during any renewal term.  Both parties agree to negotiate in good faith rates to be mutually agreed under any renewed contractual service term to be effective at the end of the initial term.

11. Failure to pay: If payment is not received by the first of the month for that month of service MSP reserves the right to put a hold on rendering on-site and remote services until monthly fee has been paid, provided MSP gives a five (5) business day notice of late payment.

12. It is understood that any Federal, State or Local Taxes applicable shall be added to each invoice for services or materials provided by MSP. Client shall pay any such taxes unless a valid exemption certificate is furnished to MSP for the jurisdiction of use, except in cases when MSP procures or sources the incorrect equipment and / or software and / or support services any incorrect items or software shall be returned to MSP.

13. If Client fails to make payment for any services or items purchased, and such failure continues for fifteen days, interest shall accrue on any amount due at the rate of 12% per annum until paid.  In the event collection processes are instituted to collect any amounts due from Client, Client shall pay the costs of collection plus reasonable attorney fees.

14. This Agreement is fully assignable by MSP.  Immediately upon assignment the assignee’s name, address and contact information shall be provided to the other party. This Agreement shall be fully binding and enforceable as against all permitted assignees and successors in interest.

15. Termination: Termination by Client: Client may terminate this Agreement with or without cause after the first 12 months of the Agreement have passed payment of a Termination Fee equal to the amount of the monthly Managed Services fee agreed to in this Agreement $104.97 and ii.) payment of all past and currently due amounts together with late fees and costs unless client has valid reason to withhold payment on incomplete tasks, work orders or faulty equipment and provided MSP was notified in a service ticket within 10 days of the original occurrence of any incomplete tasks, work orders and/or faulty equipment which it itemized with sufficient detail to identify the problem. That amount may be withheld until the incomplete tasks, work orders or equipment issues are resolved.  MSP shall be given a reasonable opportunity to correct any problems. Any such election shall be made in writing by Notice of Termination and is to be accompanied by the Termination Fee and all other amounts due.

Termination by MSP:

a. Upon giving notice to Client of default and the default is not cured within ten (10) business days of receipt of written notice from MSP or for failure of Client to pay for service or products at the time of ordering or within 30 days of billing. Failure of MSP to require payment at the time provided shall not be construed as a waiver of the right to do so.

b. Any of the following which remains un-dismissed for a period of sixty (60) days: If Client files protection under the federal bankruptcy laws, or any bankruptcy petition or petition for receiver is commenced by a third party against Client.

c. Failure of Client to comply with its obligations in this Agreement after written notice by MSP of the non-compliance and failure to correct the problem or acknowledge the problem and commitment to take corrective action in the future.

d. Backups in the event of default or early termination or in the event the parties do not renew at the end of the term of this Agreement:  Client shall be responsible for transferring backups to a system administered by Client or others on its behalf and for paying any costs of transferring and/or setting up backups off of the system maintained by MSP. If Client does not provide for any transfer of backups, they shall be terminated within 30 days of the Notice of Termination or Notice of Default. Client assumes all responsibility for its backups and MSP has no responsibility to retain backups. In the event prior to the end of the 30 days, client places its own backups on site or obtains its own cloud backups then it shall notify MSP so it’s backups can be terminated.

e. In the event of default or termination under any circumstances Client agrees it will provide access to MSP technicians to remove antivirus licenses and monitoring tools.  The consequence of and failure to provide this access shall be that Client shall continue to be responsible for 50% of the amount of the monthly Managed Services payment until access is allowed and the licenses and tools removed. Spam filtering will be terminated upon default or termination.  Client understands that it is entirely responsible to redirect all of Client’s MX records away from the spam filter system and redirect email to its server or it must provide MSP access to its network information and equipment to take those steps.  Upon termination of spam filtering services email will bounce if Client has not taken these steps or requested and allowed MSP to take those measures.  Client understands the above and accepts this responsibility and the consequences if it fails to cooperate or act; Client acknowledges that upon termination of the spam filtering if these steps are not allowed or taken email will not be available and there is no recourse whatsoever to MSP.

f. In the event of termination by either party, Client is responsible for the full amount of all payments for services provided and products ordered.

g. If either party terminates the relationship of managed service provider and client or if Client defaults then the parties agree to work cooperatively to transfer the client’s data and network information as directed by the client to another service provider or to the client.  The client will pay the cost of transfer which will include hourly charges of technicians to accomplish the transfer and any services maintained by MSP containing Client data.  Client must designate a vendor to handle its email, backups and any other services provided by MSP.  Client must establish an account for transfer of the backups and any other services within 30 days of notice of termination or default, or within 30 days of termination of this SLA.  MSP has no responsibility for backups, email or other services beyond 30 days following termination or default under this Agreement.

h. In the event of termination of services for any reason by either party, upon written request by Client MSP will provide up to 60 days support to allow Client to make a transition provided Client pays all amounts then due and pays the fee for the additional 60 days in advance.

16. Dispute Resolution: All claims and disputes arising under or relating to this Agreement are to be settled by binding arbitration unless they are of an amount which can be handled within the small claims court of the jurisdiction of the MSP.  The parties agree they waive the right to bring a lawsuit based on such claims or disputes other than in small claims court.  Before commencing any arbitration proceedings the aggrieved party must first present the claim or dispute in writing to the other party.  The parties shall have 30 days to resolve the claim or dispute.  If not resolved then the aggrieved party may commence arbitration proceedings. The arbitration shall be conducted by Arbitration Resolution Services, Inc. (ARS) or other mutually agreed upon dispute resolution service and the parties shall be bound by any and all rules of the American Arbitration Associations United States Commercial Resolution Dispute Resolution Procedures for Consumer–Related Disputes.   Any decision or award as a result of any such arbitration proceeding shall be in writing and shall provide an explanation for all decisions. Arbitration shall be conducted by an arbitrator experienced in Information Technology services and experience required for arbitrator and shall include a written record of the arbitration hearing. An award of arbitration may be converted to judgment in a Court of competent jurisdiction.  The location of arbitration shall be in the home city, county of MSP.  The fees and expenses of the arbitrator and proceedings shall be paid by the losing party.  
 
17. This Agreement and any amendments and its validity, construction and performance shall be governed by the laws of South  Carolina. Exclusive jurisdiction and venue for all matters relating to this Agreement shall be in the county and state of the MSP, and the parties agree and consent to such jurisdiction and venue.

18. This Agreement does not create any rights in any third parties.

19. Client shall not modify, create any derivative work of, or incorporate any other software into the computer software programs or any portion thereof with the exception of allowing automatic updates to commence or confirming the installation of an automatically scheduled update or fully supported software for which client has purchased technical support and has scheduled such installation with MSP.  Programs must be installed by an MSP technician or software technical support with an MSP technician assisting. MSP shall not be responsible for maintenance of or for repair of errors or malfunctions occasioned by any installation, modification or enhancement to the Programs made by Client or by anyone other than MSP unless MSP has agreed.  Corrections of unauthorized modifications shall be at the rate of $75  per hour and may be grounds for immediate termination by MSP of this Managed Services Agreement.  Client agrees to prohibit others, including its principals, officers and employees from installing hardware, working on the technical aspects of the operating systems on the Servers and PC’s or to give anyone Domain Administrator access. Only MSP will make administrative or technical changes to the servers.

Question 14

How can I contact customer support at Simple Support?

Accepted Answer

Reach us by phone at 1-864-249-7026 (Mon-Fri, 9 AM-6 PM EST), email projects@simple-support.net (responses in 24 hours), or use our website's live chat or contact form at www.simple-support.net.

Question 15

What are the core values of Simple Support?

Accepted Answer

At Simple Support, our core values are Customer Delight, Operational Excellence, and Championship Team. These guiding principles are integral to how we operate and serve our clients.

1. Customer Delight: We go beyond mere satisfaction to ensure our clients are truly delighted with our services. This involves anticipating their needs, delivering innovative solutions, and consistently exceeding expectations. By focusing on customer delight, we build lasting relationships and foster trust.

2. Operational Excellence: We strive for the highest levels of efficiency and effectiveness in all our processes. This commitment to operational excellence means that our clients benefit from reliable, timely, and seamless support services that keep their operations running smoothly and efficiently.

3. Championship Team: We pride ourselves on having a team of dedicated and skilled professionals who are driven to excel. Our championship team works collaboratively to tackle challenges head-on and deliver outstanding results. For our clients, this translates to having a trusted partner who is always ready and capable of supporting their technology needs.

By adhering to these core values, Simple Support ensures that our clients enjoy exceptional service, optimal performance, and a partnership that drives their success.

Answers to our most frequently asked questions

Still didn't find what you need? Contact us and we'll be in touch.

Non-Discrimination Policy

Is Simple Support Available In My Area

What is Simple Support

What Are Our Hours Of Operation

Is My Service Guaranteed

How Skilled Are Your Techs

How Do You Price Your Services

Does Simple Support Offer Remote Support

What Is Your Rescheduling Policy

What Is Your Cancellation Policy

How does Simple Support work

How does Simple Support protect your privacy?

Terms and Conditions

How can I contact customer support at Simple Support?

What are the core values of Simple Support?

Need a One-Time Diagnostic

and Repair Service?

Contact Us for Complete List and Fees

Hardware repair

TV Mounting

Network Issues

Printer Issues

Contact Us

Support & Services

Info

Answers to our most frequently asked questions

Still didn't find what you need? Contact us and we'll be in touch.

Non-Discrimination Policy

Is Simple Support Available In My Area

What is Simple Support

What Are Our Hours Of Operation

Is My Service Guaranteed

How Skilled Are Your Techs

How Do You Price Your Services

Does Simple Support Offer Remote Support

What Is Your Rescheduling Policy

What Is Your Cancellation Policy

How does Simple Support work

How does Simple Support protect your privacy?

Terms and Conditions

How can I contact customer support at Simple Support?

What are the core values of Simple Support?

Need a One-Time Diagnostic

and Repair Service?

Contact Us for Complete List and Fees

Hardware repair

​

TV Mounting

​

Network Issues

​

Printer Issues

Contact Us

Support & Services

Info