Excalibur Technology guarantees their work and stands behind our service. If you pay for labor, we guarantee that your work will be completed correctly in an industry standard manner guided by Excalibur Technology’s established best practices. Upon completion of any work, you will have a chance to review it with the service engineer prior to signing the service receipt and giving your acceptance. Even after we leave, we guarantee that the work is done correctly and properly, otherwise we will correct it at no further cost to you. Examples:
We install a new router for you. It appears to work fine, but two weeks later it is discovered that we had an incorrect setting and it caused a VPN to fail. This would be corrected at no charge to you.
We setup a new server. A user list is given to us. We skip one user on the list who happens to be on vacation. We would add that user at no charge to you.
We remove viruses and spyware from a PC. It is clean and in good working condition when we leave. Due to poor surfing habits of the user of the PC they infect it again two weeks later with new spyware and viruses. This is billable.
We setup a new Dell PC that you purchased. Three days later the hard drive goes out. Dell ships a new part and the system needs to be completely setup again. This is billable.
In summary, anything that is “our fault” is covered without question. We’ll make it right and correct it to comply with the original service request, or we will refund your money for the failed service. If there is a problem caused by a user, a vendor, or by a malicious attack, that is out of our control and not covered. If you have any specific scenarios that you would like to discuss, please call us and we would be happy to review them with you.
Also, if you ever become dissatisfied with your Sales Consultant, Engineer, or Programmer, you may request that a new representative be assigned to your account. No hard feelings – you’re the boss.
Lastly, all hardware repairs carry a two year parts and labor warranty. If any component we replace in a PC or server fails within two years, we will repair or replace it at no charge to you. Excluded parts include tape drives, RAID arrays, UPS systems, batteries, surge protection, and special order parts.