These Helpdesk Bookings Terms apply when you schedule a remote session or on-site visit with Earney IT through the Support Portal, a booking link, email, or phone. They are part of our Terms of Service. The scope, service levels, rates, and any included or billable time are governed by your service agreement, managed-services agreement, or statement of work with Earney IT ("Service Agreement"); if there is a conflict, your Service Agreement controls.
1. Booking & Confirmation
- When you request an appointment, you'll receive a confirmation with the date, time, and whether the session is remote or on site. A time is not reserved until it is confirmed.
- Please provide accurate contact details, a description of the issue, and the site address for on-site visits, so we can prepare and arrive ready to help.
- Appointment times are shown in your local time. Arrival for on-site visits may fall within a window rather than an exact minute, depending on travel and prior appointments.
2. Rescheduling
You may reschedule an appointment through the Support Portal, your confirmation, or by contacting us. We'll do our best to accommodate a new time. We may also need to reschedule occasionally (for example due to technician availability, weather, or an emergency), and we'll give you as much notice as we can.
3. Cancellation
- Please cancel or reschedule as far in advance as possible so we can offer the time to another client. We ask for at least 24 hours' notice for on-site visits where practical.
- Any cancellation or late-cancellation fees, and how appointment time is billed, are governed by your Service Agreement. Where no fee is specified, cancellations are not separately charged.
4. No-Shows
A "no-show" is when no one is available at the scheduled time and location, or a remote session cannot proceed because we cannot reach you or gain the access needed to work. Repeated no-shows may require rescheduling and, where your Service Agreement provides for it, may be billable (for example for travel or reserved time). We'll always try to reach you before treating an appointment as a no-show.
5. On-Site Visits & Access
For on-site visits, so our technician can work safely and effectively, please ensure that:
- an authorized person is present, or has arranged access, at the scheduled time;
- our technician has safe access to the affected equipment, devices, network, and any rooms or cabinets needed for the work;
- required credentials, keys, or escort are available where systems or secured areas are involved; and
- the work area is reasonably safe and accessible. If a site is unsafe or access cannot be provided, we may reschedule the visit.
You are responsible for backing up critical data before work begins where practical. We take care with your systems, but recommend current backups before any maintenance.
6. Remote Sessions
Remote support may require you to grant temporary access to a device (for example through a remote support tool). You should stay available during the session unless we agree otherwise, and you may end remote access at any time. Only grant remote access for a session you requested or confirmed with us.
7. Fees & Billing
Appointments and remote or on-site sessions are billed as remote support under your Earney IT Service Agreement. If you have a support plan with Earney IT, it covers this. Any charges for out-of-scope or additional time are governed by your Service Agreement, and these Bookings Terms do not create any new charge on their own.
8. Changes
We may update these Bookings Terms from time to time. Material changes will be reflected by the "Last updated" date above.
9. Contact
Questions about an appointment? Contact Earney IT at support@earneyit.com, by phone at (910) 386-4444, or via the Support Portal.