ITHive Client Policy Partnership

ITHive Client Partnership Policy

Built on Trust, Care, and Real Connection

At ITHive, technology support works best when it’s personal. You’re not calling a call centre — you’re reaching out to someone who knows you, your systems, and what matters most to you.

Over the years, I’ve seen that the strongest results come from partnership. When we both stay engaged — keeping communication open, paying invoices on time, and working toward shared goals — your technology becomes stronger, smoother, and more secure. Costs go down, and peace of mind goes up.

This partnership is built on a few simple truths:

  • Trust — You trust me with your systems and information; I treat that responsibility with care and respect.
  • Transparency — You’ll always know what’s being done and why. No hidden work, no surprise fees.
  • Commitment — Security and reliability don’t just happen — they’re built over time. Your involvement makes the difference.

Our Privacy Promise

Your privacy is part of the trust we build together. I only collect the information needed to support and protect your systems — nothing more. Payments and online transactions are handled securely through Shopify, which manages personal and billing data under strict privacy standards. ITHive never sells or shares your information, and any data I hold is used only to deliver reliable, secure service.

For full legal details, please review our official Privacy Policy.

Our Policies:
Privacy Policy
Refund Policy
Terms of Service
Shipping Policy
Subscription Policy

When Something Isn’t Working

How We Work Together to Keep Things Running Smoothly

Technology can act up — that’s why process matters. When something feels off, follow these steps so we can get to the root of it quickly and efficiently.

When you think there’s a problem:

  1. Start with the ITHive Task Icon. Click it to submit a help request. Attach a screenshot or file and include enough detail so we know what we’re looking at — five minutes of effort saves a lot of time later.
  2. If you believe I need to look at your computer directly, book a time using your usual booking link and reference the help request number in the booking notes.
  3. If it’s an emergency:
    • Create a help request if possible.
    • Then call.
    • Follow up with a text message.
    • If you have my direct cell number, call that as well.
    Emergencies mean real urgency — I’ll hear you and pivot my day to respond. This activates emergency rates, though prepaid clients receive a 30% discount on those rates.

Remember: I’m often deep in work helping other clients, so persistence is okay when something truly urgent happens. Keep reaching out until I respond — that’s partnership in action.

When ITHive Detects a Problem

Proactive Monitoring and Communication

Every day, I proactively look for issues across client systems — small warnings, performance dips, or anything that could turn into a bigger problem later. The goal is to catch things early, before they interrupt your day.

When I find something that needs attention:

  1. I’ll create a help request for you, explaining what I found and what action is needed. If you’re a business client, I’ll also assign it to the right person or team on your side.
  2. You’ll receive a notification by email. Please read it carefully — I’ll always describe the issue in plain, human terms and include clear next steps.
  3. You’ll get three notifications over three business days. If I haven’t heard back by then, I’ll give you a quick call to follow up.
  4. If there’s still no response, I’ll document the problem and send a final email outlining the potential risks of not completing the work.

This keeps everything transparent and traceable — you always know what’s been found, what needs doing, and what happens next. It also helps ensure small issues never become big ones.

After the Work Is Done

Fair Billing and Prepared Support

When a help request is completed, the time spent is billed as labour. Just like any professional service, payment is due the same day the invoice is received. This keeps things simple, transparent, and fair — your systems stay cared for, and I can stay focused on serving you rather than chasing payments.

If you have Prepared Support Hours, your invoice will show a zero-dollar amount for covered work. Those hours are prepaid — giving you predictable support costs and a 30% savings on labour compared to standard rates.

Prepared Support isn’t just a discount; it’s a sign of partnership. It helps me prioritize your requests quickly, keeps your systems running smoothly, and gives both of us confidence that time and attention are already in place when you need them most.

Closing Note

This policy isn’t about fine print — it’s about understanding how we work together. ITHive exists to bring peace of mind through dependable, personal IT care. When we both hold up our side of the partnership, technology becomes what it should be: invisible, reliable, and working quietly in the background so you can focus on what really matters.