What to know before service.
What types of devices do you support?
Support commonly covers Windows PCs, laptops, tablets, network equipment, storage, printers, and related peripherals. Cellphone repair is not a standard advertised service but may be considered by quote when technically and economically practical.
Do you offer remote support?
Yes, when the issue is suitable for remote work. You must initiate or explicitly approve access, and you can end the session at any time.
Do you provide on-site service, and what does travel cost?
On-site service is available for appropriate work in Somerset, Pulaski County, and surrounding Lake Cumberland communities. The travel charge is $20 for locations up to 10 one-way route miles from our service base, plus $2.50 for each additional one-way route mile. It is charged once per scheduled visit, not per device, and is confirmed before the appointment. Remote and customer drop-off service have no on-site travel charge.
What is the diagnostic fee?
A diagnostic assessment starts at $45 and is chargeable once performed unless a written estimate states that it will be credited or waived.
When is payment due, and which methods do you accept?
Payment is due when service is completed and before equipment is released unless different written terms were approved. Accepted methods are cash, Zettle card or tap-to-pay, Cash App, and Zelle. Remote service is due upon completion through a Zettle invoice.
Do repairs include a workmanship warranty?
Eligible repair labor includes a 90-day limited workmanship warranty. Notify Keller IT Industries within 90 days if the same issue returns, then make the equipment available for inspection. Covered workmanship is reinspected and reperformed without an additional labor charge. Different faults, new damage, later software or malware changes, third-party modifications, and separately disclosed high-risk work are excluded. A longer applicable manufacturer warranty on an installed part remains available under its terms.
Do you offer discounts?
Veterans, active-duty military members, and students may receive 10% off eligible labor with qualifying proof. A package of four or more qualifying services may receive 20% off eligible labor when requested before authorization. Discounts do not stack, and parts and third-party costs are excluded.
Can you help with virus removal and slow computers?
Yes. We troubleshoot malware symptoms, damaged operating systems, startup issues, storage pressure, and other common causes. The exact remedy depends on assessment.
Can you recover deleted or inaccessible files?
Best-effort recovery may be possible. Stop using failing media when practical and request an evaluation; continued use can reduce recovery chances.
Is data recovery guaranteed?
No. No provider can responsibly promise that lost data will be recoverable or complete. Complex cases may require a custom quote or specialist referral.
Can you set up Wi-Fi, modems, switches, and networks?
Yes. Basic configuration, security, connection troubleshooting, and practical optimization are available, often on-site within the service area.
Are parts, licenses, and third-party services included in listed prices?
No unless a quote says otherwise. Hardware, parts, licenses, subscriptions, shipping, taxes, travel, and work beyond the listed scope may be additional.
What should I do before handing over a device?
Back up important data when possible, note the symptoms, bring required power adapters, and remove or close sensitive material you do not want accessed.
How does equipment drop-off work?
Drop-off is by approved appointment only. At intake, we document each device, its serial or device ID, included accessories, and visible condition on a signed record. The equipment remains your property and is held in temporary custody only for authorized diagnostics, service, reasonable storage, and return. Completed diagnostics and authorized charges remain due even if repair is declined or the device is unserviceable.
When can I collect my equipment?
We will notify you when it is completed, unserviceable, or otherwise ready. Payment must be completed and verified before release unless written invoice terms were approved before service. An authorized person may collect it after appropriate identity or receipt verification.
Do you need my password?
Only when access is necessary for authorized work. Alternatives can be discussed, including entering credentials yourself or creating a temporary account where practical. Never place a password in the website form or scheduling notes.
How do I schedule service?
Submit the service-request form or use the configured scheduler. Selecting a time holds the slot for review; the appointment is confirmed only after Keller IT Industries approves it and sends a separate confirmation email.
Understand the retainer before you commit.
How monthly billing, included time, endpoints, monitoring, overages, rollover, on-site work, and response targets operate.
Why is the monthly fee due if we do not use every included hour?
The plan is a monthly retainer, not usage-only billing. It reserves support capacity, covers the agreed endpoints, and provides the plan’s response target throughout the month. Included hours are the labor pool available within that coverage.
How is support time counted?
Actual technician work is tracked in 15-minute increments and rounded up at the end of each distinct work session. Examples: • 10-minute technical support call: 0.25 hour • 45-minute remote repair: 0.75 hour • 20-minute monitoring-alert investigation: 0.50 hour • 1 hour 20 minutes of network configuration: 1.50 hours • Automated monitoring with no human intervention: no labor deducted
What work uses included support hours?
Substantive support calls, remote diagnosis and repair, on-site work, research, configuration, documentation, vendor coordination, scheduled health reviews, and human investigation or remediation of monitoring alerts use included hours. Brief scheduling messages do not.
Does automated monitoring consume support hours?
No. Passive automated monitoring does not continuously consume labor hours. Monitoring, backup, RMM, EDR, and similar tool licenses are separate costs. Human review, investigation, remediation, and reporting do consume included hours.
What happens when the included hours are used?
Keller IT Industries will request approval before continuing with non-urgent work beyond the included pool. Approved additional work is billed at the plan’s overage rate: $85 per hour for Essential, $80 for Growth, and $75 for Professional.
Do unused hours roll over?
Unused hours may roll forward for one month and are capped at one regular month’s included-hour allotment. Rolled hours expire after that period, have no cash value, and are not refundable.
What does an endpoint limit mean?
An endpoint is a named supported computer, server, or other covered device identified in the agreement. The limit defines the environment covered by the plan; it does not create unlimited labor or automatically include every network-connected device.
Is on-site work included?
Eligible on-site labor uses included hours just like remote work. Essential offers on-site access by appointment, Growth allows up to one eligible scheduled visit, and Professional allows up to two. Unless the signed agreement includes travel, each scheduled visit also uses the standard on-site travel charge: $20 through 10 one-way route miles, plus $2.50 per additional one-way route mile.
Are the response times guaranteed SLAs?
The website lists acknowledgment targets during published support hours, not guaranteed resolution times, emergency coverage, or public SLAs. A binding SLA must define severity, support window, response measurement, exclusions, customer responsibilities, and remedies in the signed agreement.
What is the initial commitment and cancellation rule?
Plans begin with a three-month initial term and continue month to month afterward. After the initial term, cancellation requires 30 days’ written notice. Final billing and effective dates are documented in the signed agreement.
When is a custom support plan required?
A custom plan is required for more than 30 endpoints, more than 12 included monthly hours, multiple locations, after-hours coverage, complex server or cloud environments, compliance-specific work, or binding service levels.
Ready for a clearer next step?
Tell us what is happening. We’ll review the request and follow up about fit, scope, and scheduling.