Each issue that the residential client has is guaranteed for 1 month and will qualify for 1 return visit from our techs if the exact same problem comes back. Refunds and return visits are only good per original issue that the client has within the first month. Each issue is based on a customer ticket number, and each ticket number will coincide with each issue that the client has been billed for per invoice number. Each residential or none commercial contract issue that the client has will cost 150.00. Company contract service support billing amount is done through contract between OC3 Computers and responsible payment party and is not held to the same billing amount as residential or non commercial contract services. Company's that do not have a contract with OC3 will fall under the same billing price and procedures as residential services. Flat rate does not include hardware replacement costs or hardware procurements. Live technical support full refunds will be given within 30 days of purchase, after 30 days, refunded amount will be prorated per days left in contract.