Questions & Answers

Current Certified CIO Billing Rates:

Work Role  Under Contract Non-Contract 
Technician  $ 135.00    $ 200.00  
Engineer  $ 150.00    $ 250.00  
vCIO   $ 250.00    $ 350.00  

Default On-Site Trip Charge: $70/hr

Billing Modifiers:

  • After-Hours – time and a half (x1.5) of the billing rate
  • Emergency – 2x billing rate

NOTE: Emergency and After-Hours response is not available for Non-Contract Customers

When will I be billed?

Unless specified otherwise in your Statement of Work we bill Monthly.  Invoices for the upcoming month are generated on the 20th of each month.  Adjustments made after the 20th of the month will be credited on the following month.

Monthly recurring invoices are due on the 1st of each month.  Automated electronic payment is required.

Do you offer discounts?

We do offer multi-year commitment discounts as well as an aggressive referral plan.  Please call your account manager for details or to take advantage of discounts.

How do I upgrade my account?

You may submit a ticket via the Customer Portal or by contacting your account manager.

What is considered After-Hours?

Any call to our after-hours line that is not considered an emergency request (see below) that would occur outside the hours of Monday through Friday 8am to 5pm EST.  This also includes in-service days or company holidays.

What is considered Emergency?

Any request requiring response by Certified CIO within 2 hours to help resolve an issue.  This could be a simple item such as the CEO’s laptop not working or something more company wide such as a Server Down event or company-wide internet outage.   Our staff will notify you if you are requesting something that would fall under an Emergency escalation.

Can I change my plan type?

Excluding multi-year agreements, you may request plan changes once per calendar quarter.  This excludes automatic adjustments due to adding or removing users or monitored hardware.

How do I pay for your services?

We accept ACH or Credit Card.

Recurring monthly service invoices must use an automatic payment method.

Payments are made through our online billing portal: https://ccio.connectboosteronline.com