Residential support is provided on a time and materials basis. Each visit or remote session is billed for the time spent diagnosing, configuring, and testing systems — not for a guaranteed permanent outcome.
Technology environments change frequently due to software and operating system updates, manufacturer driver changes, third-party service changes (such as email providers), and hardware or power and network degradation. As a result, an issue that is resolved at one point in time may reoccur later for reasons outside Res-Q’s control.
Where equipment (computers, printers, routers, peripherals) is purchased independently by the customer, Res-Q cannot guarantee ongoing compatibility between devices, availability or quality of manufacturer drivers, or long-term stability across updates. Support for customer-supplied equipment is provided on a best-effort basis.
A service is considered delivered and billable when the issue is addressed at the time of the visit or session and the system is tested and functioning before departure or disconnection. A later recurrence of a similar symptom does not automatically mean the original service was unsuccessful, nor does it invalidate prior work performed.
Residential clients not on a Res-Q protection or managed support plan acknowledge that ongoing monitoring, preventative maintenance, and proactive fixes are not included. Repeated issues may require additional billable support. Stability depends heavily on supported hardware choices and standardised configurations.
Where higher reliability is required, Res-Q may recommend supported hardware models, protection or monitoring services, and configuration standardisation. These recommendations are optional, but they materially reduce repeat issues.
All work performed is documented and time-stamped. Concerns about an invoice should be raised within 7 days of issue and should relate to incorrect time charged or services not performed as described. Disputes based on outcomes occurring after the service date, or on customer-supplied equipment limitations, do not invalidate charges for work already completed.
From time to time, Res-Q may apply discretionary goodwill credits. These are one-off gestures, not admissions of fault, and not precedents for future services.