Understanding Our Billing & Service Call Policy
When it comes to maintaining the security and technology infrastructure of your home or business, we know transparency is key. That’s why we’ve outlined our billing process in a clear and easy-to-understand format. Whether you’re a new client or a long-time customer, this guide will walk you through how our service call charges and technician billing structure work—so there are no surprises.
What is a Service Call (Trip Charge)?
A Service Call, also known as a Trip Charge, is a standard fee applied whenever a technician is dispatched to your home or business. This charge helps cover the cost of travel, logistics, and vehicle use—ensuring we can send our experts to your site promptly and reliably.
The Trip Charge is a fixed, one-time fee per visit, regardless of how long the technician is on-site. It is separate from labor charges and applies to every on-site service request unless otherwise stated in your service agreement.
Why Do We Charge a Trip Fee?
Sending a qualified technician to your location involves more than just the drive. Our trip fee reflects the behind-the-scenes logistics that make your service experience smooth and efficient, including:
• Technician travel time
• Fuel and vehicle maintenance
• Dispatch coordination
• Preparation of tools and materials
This fee allows us to maintain a high level of service without inflating our hourly labor rates.
Technician Hourly Rate: Billed in 30-Minute Increments
Unlike many other companies that charge by the full hour, we bill labor in 30-minute increments to ensure you only pay for the time you actually use. This fair and flexible approach means better value for your investment in our services.
Here’s how it works:
• If the service takes 30 minutes or less, you’re billed for half an hour.
• If it takes 45 minutes, you’re billed for one full hour
• If it takes 1 hour and 15 minutes, you’re billed for 1.5 hours, and so on.
This structure is designed to give you more control over costs and to prevent overbilling for short service calls.
What’s Included in the Hourly Rate?
Our technician hourly rate covers:
• On-site diagnostics and troubleshooting
• Installation, repair, or programming
• Documentation and reporting of work completed
• Basic guidance or training related to the service (if needed)
Please note: Any specialty parts, third-party equipment, or advanced diagnostics may result in additional charges, which will always be discussed with you beforehand.
Have Questions? We’re Here to Help
We understand that every home and business is unique, and we’re happy to go over any specific details related to your service request or billing. Our goal is to make the process as fair, smooth, and professional as possible—so you can focus on what matters most.
To learn more or to request service, feel free to contact us directly.
