Service includes: Twelve hours of remote support for the year. Onsite support is by appointment only. Remote support is between the hours of 9 a.m. and 10 p.m. (PT) Monday through Friday, 10 a.m. and 9 p.m. (PT) on Saturdays and 12 p.m. and 9 p.m. (PT) on Sundays. Emails are accepted anytime and will be responded to at the tech’s earliest convenience during regular remote support hours. Once a call, text, or email has been made for remote support, the tech will respond at their earliest convenience. A minimum of 15 minutes will be deducted for all Remote Support calls. If all time is used the user has the option to purchase an additional twelve hours at the same yearly cost. The original support time does not roll over past a year. The start date will be the day of purchase for any additional time added on. If the issue can not be resolved remotely another service and cost will be recommended. Support cost only covers labor time, any cost for parts, added equipment needed, or any other purchase needed is not covered by this plan.