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.

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.

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.

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

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

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.

Buy Your Own (BuyYO) Product:

Certified CIO is a licensed reseller of many types of hardware and software. On occasion clients may prefer to purchase items directly feeling they can find better pricing. While we strive to provide recommendations, occasionally clients will purchase incorrect or “similar” items that have a detrimental impact on installation or performance.

Certified CIO will take no responsibility for BuyYO products or situations that arise from a BuyYO product.

Our support level will be considered Best Effort. Also see our MSA section 2(e) Advice; Instructions.

The following policy summarizes how Buy Your Own (“BuyYO”) will be handled by Certified CIO.

Sales Engineering labor will be billed – this covers CCIO Employee labor to provide the client with parts numbers, system specifications, and links on locations where you can purchase the recommended product, research and develop solutions, as well as review of what you intend to purchase.

Client is responsible to notify Certified CIO if you are purchasing something other than the specific product recommended. Failure to do so will likely result in additional labor charges. Only written validations are considered authorized and must be documented in a Ticket.

Certified CIO reserves the right to bill labor for installation at our Non-Contract Rates. This will be reflected on your installation quote prior to your approval. There will be no service credits for labor on these types of projects under any circumstances.

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.