How we work, in plain words.

Everything on your plan, for the people, computers and accounts listed in your agreement. Remote first. When something can’t be fixed remotely, we come to you, and that visit is included.

Not covered: hardware, projects like moves and cabling, software another vendor supports, personal devices, and anything not listed in the agreement. Those are quoted separately.

Agreements run 12 months minimum. Onboarding is a one-time fee equal to one month of service. Half at signing with your first month, half when onboarding is done. It drops to half on a 24-month agreement and is waived on 36 months.

Email support@novaj.tech for anything that can wait a few hours. Call (914) 714-4312 if the office can’t work or you think an account was hacked. Everything gets logged, so you can see what was done and when.

The office can’t work, or a breach is suspected: a call back within 2 business hours. Something important is down but work continues: 1 business day. Questions and small fixes: 2 business days.

These are targets we work to, not guarantees. The clock runs during business hours, Monday to Friday, 9 to 5 Eastern. Monitoring and threat response run around the clock on their own.

Complete includes scheduled visits, up to quarterly. On either plan, if a covered problem can’t be fixed remotely, the visit to fix it is included.

Visits you ask for beyond that, and work outside the plan, are $200 trip plus $200 an hour outside Manhattan, or $280 plus $280 an hour in Manhattan. After hours and weekends are 1.5 times that. If the office can’t work, a same-day visit during business hours is at the normal managed rate.

One flat price in writing before we start. 50% to schedule and 50% on completion, or 70% up front when the project is mostly hardware. Anything added later is a written change order first.

You provide working outlets and circuits where equipment goes. If the site isn’t ready when we arrive, there is a $150 wait fee. Your own network and equipment outside the quoted scope aren’t covered by the project.

Manhattan is $350 an hour with a $350 trip charge. Everywhere else is $250 and $250. One-hour minimum, then half-hours. The full rate card, including after-hours and same-day rates, is on the pricing page.

Managed plans are billed on the 1st of the month, in advance. Pay by bank transfer, ACH or Zelle. Cards are accepted. Invoices more than 10 days late accrue 1.5% a month, and service can be paused after written notice.

We never change our payment details by email. If you ever get a message saying we did, call us before you send anything.

Give 60 days’ written notice before your renewal date and the agreement ends with the term. Leaving in the middle of a term costs half of the remaining months plus any term discount you took.

Either way, you get your passwords and documentation and 30 days of handoff help. We keep your backups for 30 days after, in case you need an export.

Your data and your accounts. You keep an owner-level login to your own accounts the whole time. Documentation is yours on request.