Straight answers about how we work.
Services, wholesale ordering, licensing, warranty, and support: the questions we hear most often, answered plainly. Still have a question? Contact us and a specialist will respond within one business day.
Managed IT, security, cloud, and projects
What is included in a managed IT services agreement?
A standard agreement covers proactive monitoring of servers, workstations, and network devices; operating system and application patching; helpdesk support for your users; endpoint protection; and regular reporting. Optional layers include backup and disaster recovery, on-site visits, and vCIO strategy reviews. Every agreement lists exactly what is in scope, so there are no surprises on the invoice.
Do you work with businesses that already have an internal IT team?
Yes. Many clients use us as a co-managed partner: their team handles day-to-day requests while we provide monitoring, security tooling, project capacity, and escalation support. We can also cover specific gaps such as after-hours coverage or a single specialism like networking or cloud.
How do you approach cybersecurity for smaller organizations?
We start with an assessment against a recognized framework and prioritize the controls that block the most common attacks: multi-factor authentication, patching, endpoint detection, tested backups, and user training. From there we build a roadmap that fits your budget and any compliance obligations. See our 12-point checklist for the typical starting points.
Can you help us migrate to the cloud, or decide whether we should?
Both. We begin with a workload-by-workload review of cost, performance, compliance, and dependencies, and recommend cloud, on-premises, or hybrid placement for each. When migration makes sense, we plan and execute it with minimal disruption and hand over documentation and training. Our guide Cloud, on-premises, or hybrid? explains the framework we use.
Do you take on one-time projects without an ongoing contract?
Yes. Server replacements, office moves, network upgrades, workstation rollouts, and assessments are all delivered as fixed-scope projects with a written statement of work. Many project clients later move to a managed agreement, but there is no requirement to do so.
Accounts, pricing, and fulfillment
Is there a minimum order quantity or value?
For wholesale pricing, a minimum order value of $1,000 or 5 units per line typically applies, though this varies by product category. Smaller top-up orders from existing account holders are accepted at the account's standard tier. Contact your account manager if you need flexibility on a specific order.
What are typical lead times?
In-stock items ship within 1–3 business days of order confirmation. Items sourced from distributor inventory usually ship in 3–7 business days, and configure-to-order or backordered products can take longer. Every quote states the expected lead time per line, and we flag changes as soon as we learn of them.
How are pricing tiers determined?
Tiers are based on annual purchase volume, account type (end-user business, reseller, or public sector), and the product category. New accounts start at the standard tier and are reviewed periodically as volume grows. Large individual projects can be quoted at a project-specific price regardless of tier.
What payment terms do you offer?
New accounts are typically prepaid or card-on-order for the first 3 orders. After a credit review, approved accounts move to net-30 terms with a credit limit set to their trading pattern. Public-sector and larger organizations can apply for terms at account opening by providing trade references.
Do you ship internationally?
Yes. We ship nationally and internationally and can quote delivered-duty-paid or delivered-at-place terms depending on destination. Some products carry export restrictions or regional licensing limits, and we will identify these at quote stage. Full details are on the Shipping & Returns page.
Can I change or cancel an order after it is placed?
Stock orders can usually be amended or cancelled without charge until they are picked for shipment. Configure-to-order items, special-order software, and products already dispatched from a distributor may not be cancellable, or may carry a restocking fee. Contact your account manager immediately and we will confirm what is possible.
Genuine licensing, done properly
Is the software you sell genuine and properly licensed?
All software is sourced through authorized distribution and licensed in the end customer's name. You receive the publisher's license documentation, activation keys, and, for volume programs, portal access. We do not sell grey-market, OEM-stripped, or reactivated keys.
Should we buy perpetual licenses or subscriptions?
It depends on how long you expect to use the software, how quickly the vendor updates it, and whether you want capital or operating expenditure. Subscriptions suit fast-moving productivity and security tools; perpetual licenses can still make sense for stable line-of-business applications. We will compare the total cost of each option over your planning horizon before you decide.
Can you help us stay compliant and avoid paying for unused licenses?
Yes. We run licensing reviews that map what you own against what is deployed, identify shortfalls and over-provisioning, and true-up or reduce counts at renewal. For managed-services clients this is included in the periodic account review.
When something needs to go back
What warranty comes with the hardware you sell?
Every product carries the manufacturer's standard warranty, which we register and manage on your behalf. Business-class equipment typically includes 1–3 years of coverage, and extended or on-site options can be added at purchase. See the Warranty page for details.
How do I start a warranty claim or return?
Submit the RMA form with your invoice number, serial numbers, and a description of the fault. We verify coverage, issue an RMA number with shipping instructions, and handle the manufacturer process from there. Please do not ship anything before an RMA number is issued.
What is the return window for unwanted items?
Unopened stock items can be returned within 14 days of delivery, subject to a restocking fee of 15%. Opened software, subscriptions, consumables, and configure-to-order products are non-returnable unless faulty. Our full policy is on the Shipping & Returns page.
What if a product arrives damaged or dead on arrival?
Report it within 5 business days of delivery with photos of the packaging and product. Dead-on-arrival units are replaced or credited without restocking fees, and we manage the carrier claim for shipping damage. Note any visible damage on the delivery note at the time of receipt where possible.
Getting help
How do I get support, and how quickly will someone respond?
Open a ticket on the Support page or call +1 (425) 247-8733 during business hours. Tickets are prioritized P1 to P4 by business impact with response targets defined in your service agreement. For critical outages, always call after submitting the ticket so we can escalate immediately.
Do you provide support outside business hours?
Managed-services clients can include after-hours and 24/7 coverage in their agreement, with an emergency line for critical issues. Ad-hoc clients are supported during business hours (Monday – Friday, 8:00 AM – 6:00 PM (PST)), and we will do our best to accommodate urgent requests outside that window.
When will the customer portal be available?
The self-service portal for tickets, orders, invoices, and warranty tracking is in development. Existing account holders will receive login instructions by email when it launches. Until then, the forms and contacts on the Support page cover every request.
Connectivity Intelligence
What is Connectivity Intelligence?
A dataset that describes broadband availability for every U.S. location: BEAD funding status (served, underserved, unserved), the fastest and typical speeds on offer, the technology mix, and how many providers compete. It is published as one row per 2020 census block and per H3 resolution-8 cell, with a one-sentence plain-language summary on every row. Read the full description.
Where does the data come from, and how current is it?
From the FCC Broadband Data Collection fixed availability files, which are U.S. Government public-domain data. The FCC publishes two as-of dates a year and re-publishes corrections as challenges land. We check for new publications every week, publish a new as-of date within 10 business days, and publish an FCC correction as a new revision within 5. Every row carries the FCC release, the revision, and the version of the BEAD rules used to classify it.
How do we get it?
Through Snowflake Marketplace. The listing is live with a free one-state sample for evaluation; a Team tier and an Enterprise tier with redistribution rights cover the national data, which is being published release by release. Bulk Parquet files, a REST API, and a read-only MCP server for AI agents are available for teams that do not use Snowflake. Contact us for the sample or a licensing conversation.
Does it contain addresses or personal data?
No. Only three public keys leave the FCC files: the FCC location ID, the census block GEOID, and the H3 index. No address, coordinate, or CostQuest Fabric data is ingested, stored, or redistributed, and a test on every build enforces that. The only personal information involved is the name, company, and work email a marketplace forwards to us when you request access, which our privacy policy describes.
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