Dectel Communications Inc

Normal —	Non-emergency request that is completed within 48 hours of initial service requested during normal business hours (M-F 8-5). Billed in 1-hour increments.
Programming —	Normal service requiring programming mode entry or special expertise including telephone assistance. Billed on 1-hour increments on site or 30 minute increments remotely.
Emergency —	If your request specifies “emergency”, a technician will be dispatched within 4 hours. Billed at a minimum of two hours.
Premium —	Non-emergency service that is requested after 5p.m. or on a holiday. Billed at a minimum of two hours.
Premium Emergency —	If your request specified “premium emergency”, a technician will be dispatched within 4 hours after 5p.m. or on a holiday. Billed at a minimum of two hours.

Normal Service	$75.00
Programming Service	$90.00
Emergency Service	$100.00
Premium Service	$125.00
Premium Emergency	$150.00
Bill Analysis	No Charge
Local/Long Distance/Internet/Wireless Orders	No Charge
Southwestern Bell/XO/Sprint PCS Trouble Reports	No Charge

Plenum Rated Station Cable
Category 5 Network Cable
Voice Jack Inserts
Network Jack Inserts
Wall Faceplates (1,2,3,4 & 6 position)
Caddy Box Adapters
Communications Blocks
Patch Panels (without inserts)

Invoices will go out within one week of the work being performed. Unless otherwise noted, all invoices are due upon receipt.

Projects that are incomplete because of a need to wait on customer readiness will be billed for the work that has already been performed and a new service order will be drafted for the remaining work. Other incomplete projects will be reviewed on a case-by-case basis as to the disposition of billing.

Billing will always be for the entire hour. Dectel will not break up billing into partial hourly increments except where otherwise noted.

Materials will be included in the invoice above and beyond labor costs. The technician should have the total labor cost as well as what materials were used on the service order before leaving the site but the cost of materials used will be added later unless they were already part of the service request (e.g. new telephones.)

If a technician erroneously recommends calling the telephone company on telephone line issues, the invoice will reflect up to a $35 credit for the technician’s trip, to cover telephone company charges. This credit will only be issued if a technician recommends calling the telephone company, not if the customer calls the telephone company on their own.

All billing disputes should be directed to a Service Manager at Dectel. Technicians do not have authority to alter amounts to be billed.

Customers with outstanding invoices that were issued more than 30 days prior to the date of a service request will be denied service until the invoice in question is paid in full.

On-site requests are made after the service technician is dispatched to the customer site or to service technicians themselves. On-site requests are not honored by Dectel Technicians. This policy is in place to help ensure the fastest response time possible for all of our customers. We are more than happy to add to a service order before a technician is dispatched, but once the technician is on-site, we cannot make changes to the service order. A work-around may be provided if the customer requests Emergency Service from the service manager upon completion of the standing service request. A new service order will then be faxed to the technician. All service requests must be made to the Dectel Office. Technicians will only work on items that are in writing on the service order.

Any service order must be canceled prior to the technician being dispatched on that service order. Failure to do so will result in the customer being billed for a minimum of one hour’s labor. Dectel encourages our customers to try to find a solution for their problems prior to calling for service. The service manager or dispatcher will attempt to make some diagnosis over the telephone. If a simple solution is arrived at in less than 5 minutes of the call, no service order will be issued. If a solution is arrived at over the telephone after 5 minutes of troubleshooting or more, a Remote (Programming) Service charge will be issued.

Dectel offers a limited 30-day warranty for all labor and a one-year warranty for all materials used, unless otherwise noted on the service order.