At Turnkey Computer Systems, we continually review how we deliver and document our services to ensure clarity, consistency, and transparency for our clients. As part of this effort, we will be implementing an updated service categorization and billing structure beginning January 1, 2026.

This letter is intended to clearly explain what is changing, what is not changing, and how services will be presented going forward.

What Is Changing

Starting January 1, 2026, all service time will be categorized more clearly based on the type of work being performed. This allows invoices and service records to more accurately reflect how your support time is being used.

Service time will now be categorized using clear service categories (outlined below), such as remote support, onsite service, project work, and after-hours support.

In addition, travel related to onsite service and project work will be billed as a simple, flat per-trip fee for improved predictability and

transparency.

What Is Not Changing

It is important to be clear about what is not affected by this update:

-The number of hours included in your managed services agreement remains the same

-Your existing agreement terms and coverage remain unchanged

-There is no reduction in service quality, responsiveness, or availability

-Services currently included in your agreement will continue to be included

This update is focused on how service time is categorized and presented, not on reducing coverage or changing your contracted hours.

How Service Time Will Be Categorized

Beginning January 1, 2026, service time will be categorized under the following service types:

Remote Helpdesk Support – Business-hours remote troubleshooting and user support

Onsite Field Service – In-person support, hardware installation, and onsite troubleshooting

Senior Engineer Services – Advanced server, network, and cybersecurity work

Project Implementation – Planned implementations, upgrades, and migrations

Project Management – Project coordination, scheduling, and documentation

Strategic Consulting / vCIO Services – Technology planning, compliance guidance, and executive advisory services

These categories are used to improve clarity in documentation and reporting. They do not change the number of hours available to you under your agreement.

Standard Service Rates (For Reference)

While many services may already be included in your managed services agreement, our standard service rates are provided below for transparency and for any work that falls outside of included coverage.

Hourly Service Rates

Remote Helpdesk Support: $125/hr

Onsite Field Service: $135/hr

Senior Engineer Services: $150/hr

Project Implementation: $165/hr

Project Management: $175/hr

Strategic Consulting / vCIO Services: $185/hr

After-Hours & Emergency Support

After-Hours / Weekend Support: 1.5× standard hourly rate

Emergency / Critical Response: 2.0× standard hourly rate

Standard Business Hours: Monday–Friday, 7:00 AM – 5:30 PM CST

Travel for Onsite & Project Work

-Onsite service and project visits include a flat $45 travel fee per trip, per technician

-Travel fees apply only when onsite presence is required

-Normal commuting is never billed

Remote support does not incur a travel fee.

Billing Basics

-Time is billed in 15-minute increments

-Invoices will clearly reflect the service category used for each entry

-Included agreement hours will continue to be applied as they are today

If you ever have questions about how time is being applied or what is included in your agreement, your account manager will be happy to review it with you.

Our Commitment to You

These changes are designed to:

-Improve clarity and transparency in service documentation

-Apply consistent categorization across all clients

-Make it easier to understand how your IT support time is utilized

-We appreciate the trust you place in Turnkey Computer Systems and look forward to continuing to support your organization in 2026 and beyond.

-If you have any questions about this update or would like to review your agreement, please don’t hesitate to reach out.

Sincerely,

David D. Dorris
President / CEO
Turnkey Computer Systems, Inc.
2303 Hoffman Drive
Effingham, IL 62401
teamturnkey.com