Support Services

Hourly Rate – the hourly rate for Crosstalk Solutions consulting is $200.00 USD per hour, billed in 15 minute increments.  There is a 2 hour minimum for new customers.  This rate applies Monday through Friday during normal business hours of 8am until 4pm Pacific time.  Any work performed outside of these hours (nights and weekends) will be billed at time and a half.

Crosstalk Solutions technicians are hand picked by Chris Sherwood and are experts in their individual areas.  When you engage Crosstalk Solutions, we will set you up with the best technician for your needs (see scheduling below for scheduling information).

When you purchase a block of hours, those hours are ‘banked’ for use during our regularly scheduled times.  Unused hours purchased expire 1 year from the date of purchase.

Satisfaction Guarantee – Any unused hours purchased can be fully refunded within 60 days of the date of purchase if you don’t like our service for any reason! Just provide us with constructive feedback, and you can receive full payment back for any unused hours.

Onsite Rate – Onsite services are available in the US.  Contact Crosstalk Solutions at info@crosstalksolutions.com or 541-787-8870 for details.

Scheduling – all engagements with Crosstalk Solutions must be scheduled in advance with your assigned technician.  Our typical lead time is 3-5 days.  If you do not already have an existing ticket or assigned technician, you can schedule time with us by emailing info@crosstalksolutions.com or by calling (541) 787-8870.

Emergency Support – please note that Crosstalk Solutions is NOT a 24/7 emergency support provider.  If you have an urgent issue, we will do our best to address it and get it resolved as quickly as possible, however we can not guarantee immediate availability.

Invoicing – Crosstalk Solutions sends out invoices on the 1st and 15th of each month for any work performed in the previous 2 week period.  If the estimated amount of work to be performed is excessive, we may require a larger deposit than the standard 2 hours.  All invoices are due upon receipt, and there is a 10% late charge applied to any invoices that remain unpaid after 30 days.

Payments – invoices are sent out via QuickBooks, and can be paid online with a credit card or EFT.  Mailed checks can be sent to:

Crosstalk Solutions
PO Box 70333
Springfield, OR  97475

Outstanding Balances – if there are any balances outstanding for more than 30 days, no additional work will be performed until the existing balance is made current.

Warranty – due to the nature of the work that we perform, there is no warranty or guaranty on hourly work.  Each hour that we work is considered billable regardless of the outcome of said work.  While we will make recommendations on the level of effort required to implement a solution or fix an issue, it is up to you to let us know if there is a cap on the number of hours we spend per engagement.

Termination – either party may terminate services within 60 days from the date of purchase by notifying the other party in writing or via email.  Any hours worked prior to the termination are still considered billable hours, and unused hours within the 60 days can be fully refunded. Hours that fall outside of the 60 day window can still be refunded, but there is a 25% penalty on unused hours.