Below is our breakdown of what software and services are generally covered by the Boston TechCollective (BTC) Support Level Agreement. When we say covered we mean, if you have a problem with anything we support, you will not be billed for labor on diagnosis or repair. If for some reason something isn't covered, we will notify you prior to doing any work. Any such issue will, at the very least, receive a 10% discount on labor though.  If you have any questions or concerns regarding anything, please contact us immediately!


Supported Software

Operating System Support
 


Office Applications
 


Email Clients
 


Antivirus

Virtual Private Networking

 

Basic Printing


Modern Web Browsers

Backup software

Windows 7, 8, 10
OS X, macOS
Ubuntu

Microsoft Office 2007 thru 2016
Google Docs
LibreOffice

Microsoft Outlook 2007 thru 2016
Mozilla Thunderbird
Apple Mail

Eset Security

OpenVPN
Meraki VPN
Windows Server VPN

Work-related Printers
Driver Support Only - No Repair

Google Chrome, Mozilla Firefox, Apple Safari

BackBlaze, Carbonite, iDrive


Unsupported Software

Proprietary Software
 

Printer Incompatibilities

Unapproved User Changes

BTC will help facilitate communication with the vendor(s) but cannot guarantee function of such software.

Lack of driver support, hardware failure, etc.

Software or hardware updates that BTC is not party to are not supported.


Supported Hardware

Remediated Computers

 

Approved Network Equipment

Any covered computer must pass our Remediation. This includes tests of hardware such as SMART status and cleanup of unused/unnecessary software.

Networking equipment including Ubiquiti and Meraki products, as well as other peripherals approved by BTC

*Labor for computer hardware repairs will be covered under SLA. Cost of parts is paid by the client. Repairs are performed at our shop in Somerville. Client is normally responsible for drop-off/ pick-up but transportation can be arranged for an extra fee.

Unsupported Hardware

Printer Hardware Failures
 

Fax Machines

Proprietary Software
 

Accidental/AoG Damage

 

Internet Service Provider Issues

BTC will help with initial diagnosis of a hardware problem, but we do not perform printer repairs.

BTC does not support legacy fax systems or machines.

BTC will help facilitate communication with the vendor(s) but cannot guarantee function of such software.

Accidents such as liquid spills, dropping equipment, etc. are not covered but may be diagnosed as such. This also includes natural disaster "Act of God" events such as lightning strikes, fires, floods, etc.

BTC will assist in diagnosing ISP problems and even facilitate communication with the provider but cannot guarantee ISP uptime.


Services Not Covered By SLA

New Equipment Setup

 

New Computer Setup
 


Shop Service

Off Hours Support

This includes devices like printers, scanners, network hardware, etc. Hardware costs will be paid by client and labor charged at the discounted SLA rate.

If a new computer is purchased that is being added to an existing environment and not a replacement for an existing computer, a remediation fee will usually apply.

Data recovery, drive imaging, special projects, dev work, etc.

Normal coverage hours are Monday thru Friday 9am to 6pm. Support on alternative hours may not be possible and will incur an emergency fee if assistance is rendered off hours.