Fulfillment Policy

Fulfillment Policy for VirtualPea Technical Support Services

VirtualPea (“we” or “us”) is committed to providing exceptional technical support and automation solutions to empower your business. This fulfillment policy outlines how we deliver our services and ensures transparency in our client interactions.

1. Service Description
We offer a comprehensive range of technical support services to keep your technology running smoothly. These include, but are not limited to:

Technical Support: Troubleshooting hardware and software issues, resolving network connectivity problems, and providing user assistance.
Automation Setup: Helping you identify repetitive tasks suitable for automation and configuring tools (e.g., email automation, data backup automation) to improve efficiency.
Administrative Support of Recurring Tasks: Managing calendars, emails, scheduling appointments, Entering and organizing data, maintaining spreadsheets, and creating reports.
System Administration (if applicable): Server and network management, user account management, and system security configuration (consider offering this as an add-on service if applicable).
Cybersecurity Assistance: Assisting with basic cybersecurity hygiene practices, such as password management and software updates.

2. Service Delivery
We deliver our services with a focus on responsiveness and clear communication:

Remote Support: We utilize secure remote access tools to diagnose and resolve issues directly on your computer systems.
Phone Support: Our team is available to answer your questions and troubleshoot issues over the phone.
On-Site Support (if applicable): For complex issues requiring physical presence, on-site visits can be arranged at an additional charge.

3. Service Levels (if applicable)
We understand that businesses have varying needs. We may offer different service level tiers with varying response times, included services, and monitoring options. Please inquire about specific details of each tier.

4. Communication
We prioritize clear and consistent communication. We’ll keep you informed of progress, potential delays, and request any additional information needed to troubleshoot issues effectively.

5. Client Responsibilities
To ensure efficient service delivery, clients are expected to:

Provide clear descriptions of technical issues and desired outcomes.
Grant us necessary access to your computer systems when using remote support tools.
Be available to answer questions and provide additional information as needed.

6. Turnaround Times
We strive to resolve your technical issues promptly. However, response and resolution times can vary depending on the complexity of the issue and our current workload. We will provide you with an estimated timeframe for addressing your request.

7. Service Guarantees (if applicable)
We may offer specific service guarantees on certain services, such as guaranteed response times within a service tier. Please inquire about specific details of any guarantees associated with your chosen service plan.

8. Limitations of Liability
We will use our best efforts to deliver the services as described. However, we cannot guarantee the complete resolution of all technical issues or the complete prevention of future problems. Our liability is limited to the cost of the services provided.

9. Termination
This service agreement can be terminated by either party with written notice (email or physical mail). We reserve the right to terminate service for non-payment or violation of our terms of service.

10. Updates to this Policy
We may update this policy from time to time. We will notify you of any changes by posting the revised policy here on our website.

11. Contact Us
If you have any questions about this fulfillment policy, please contact us at info @ virtualpea dot com.