Emergency Rate Policy

This policy outlines the terms and conditions under which SethTech.ca provides emergency IT support services at an emergency rate. This policy is designed to address critical and urgent IT issues that significantly impact a customer's ability to work or utilize essential technology.

1. Definition of an IT Emergency

An IT emergency is defined as a critical problem that requires immediate attention to prevent significant disruption or loss of functionality. Examples of IT emergencies include, but are not limited to:

• Network failure: Complete loss of internet or local network connectivity.

• Critical device malfunction: Failure of a primary computer, server, or other essential hardware that prevents core functions.

• Data loss emergencies: Situations requiring urgent data recovery services due to accidental deletion, hardware failure, or other causes.

Issues that are inconvenient but do not cause a critical loss of function may not qualify for emergency rates. SethTech.ca reserves the right to determine whether a situation constitutes an emergency.

2. Requesting Emergency Service

Customers experiencing an IT emergency should call SethTech.ca directly at 780-722-4226. This is the designated contact method for emergency service requests.

3. Emergency Service Availability and Prioritization

SethTech.ca will make its best effort to prioritize emergency service requests. However, availability may depend on current technician schedules and the nature of other ongoing service calls. Calling the dedicated emergency number allows for immediate assessment of the situation and determination of the possibility of providing emergency service.

4. Emergency Rate Structure

Due to the urgent nature and potential need for immediate dispatch and prioritization of emergency service, services provided under emergency circumstances will be subject to emergency rates. These rates may differ from standard service rates.

• Variable Pricing: Emergency rates will be determined based on the specific nature of the emergency, the time of day, and the urgency of the required response.

• Quote Provision: Upon initial contact via the emergency phone number, SethTech.ca will assess the situation and provide a quote for the emergency service before dispatching a technician, wherever feasible.

5. Conditions for Applying Emergency Rates

Emergency rates will apply under the following conditions:

• The issue is deemed an IT emergency as defined in Section 1.

• The customer requires immediate service outside of standard business hours or requiring immediate prioritization during business hours.

• The service requires urgent dispatch of a technician.

• Emergency rates are explicitly discussed and agreed upon with the customer before service commencement.

6. Data Recovery Emergencies

For data recovery emergencies, customers should immediately turn off the affected computer or disconnect the storage device until a SethTech.ca technician is available. This can help prevent further data loss and improve the chances of successful recovery. While SethTech.ca offers data recovery services, it is important to note that data recovery is never guaranteed.