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All prices include 25% VAT and are listen in Danish Kroner (DKK).
The prices listed above are intended as an open and transparent overview.
If you are unsure which option suits your situation, I am happy to explain this before any work is commenced.
Service and Billing Principles
- Any support request with a duration of less than 15 minutes is billed as Quick Support per device.
- PC Diagnostics as well as Mobile/Tablet/SmartTV Support include up to 30 minutes of support per device and are billed at the start-up fee (minimum charge) for support requests with a duration of 15 minutes or more.
- Mobil/Tablet/SmartTV Support with a duration exceeding 30 minutes is billed as Consulting Services per commenced hour.
- Any Onsite Support request lasting longer than 30 minutes will be billed per commenced hour.
- Any Remote Support requests lasting longer than 30 minutes will be billed per commenced quarter hour for private customers and per commenced half hour for business customers.
- Email support is billed as one Quick Support session per commenced set of 10 emails within the same support case. Email support is intended for clarification or resolution of minor issues only and is limited to a maximum of five simple questions per case. Email support requests containing more than five simple questions or involving more complex tasks may be classified as multiple support cases.To ensure efficient resolution, email support cases that are not resolved within 10 emails in the same case will be transitioned to remote support. The professional assessment of how an email support case is handled is based solely on the nature and complexity of the task, with the aim of ensuring the most appropriate and effective solution for the customer.
- All phone support and consulting calls lasting longer than 15 minutes will be billed as Consulting Services. No start-up fee (minimum charge) applies to these calls.
- All business support requests, including but not limited to server setup, network installations, cloud services, license management, and company-specific support, will be billed as Business Support.
- PC Deployment includes drivers, configuration and our current software package. The software package is revised on an ongoing basis and is gladly reviewed, provided or demonstrated to the customer prior to entering into an agreement.
- Software not included in our current software package is billed as Consulting Services per 10 units, when installed during PC Deployment.
- Data Recovery and Data Destruction are invoiced per commenced GB.
- Service & Support Agreements are annual agreements with prepayment and a fixed term from 1 January to 31 December within the same calendar year. They are offered exclusively to private customers as a Service Package or a Support Package and are based on a predefined number of credits. Purchased packages are non-refundable, and unused credits expire at the end of the term. When using either type of package, PC Diagnostics is included without separate billing. Accordingly, each package is billed per commenced hour, where one credit covers up to one commenced hour of Remote Support per device. Work on multiple devices requires a corresponding number of credits. The packages are personal and may not be shared between multiple customers or addresses. Credits may not be transferred, exchanged, or used across agreements. The packages constitute two separate products with no overlap. Services covered by one package may not be performed under the other.
- Service Package covers preventive maintenance only, including updates, optimization, and security checks of the customer’s devices.
- Support Package covers support and advisory services only, including handling of the customer’s questions, requests, and minor issues.
- Transport and Handling covers transport, administration, and costs for phone, electricity, and internet usage. Additional fees may apply for special cases, including but not limited to, public transports, taxi service and extended travel distances.
- Backup media and software licenses are not included in support or service prices and will be billed separately based on current market prices.
- Support outside normal business hours is only provided in emergency cases and only by prior agreement. The hourly rate will be billed as Consulting Services per commenced hour.
- For larger or long-term tasks, please contact us for a custom quote.
- A 7-calendar-day warranty is provided on completed support from the invoice date, provided the issue is caused by factors within our control and not due to external causes such as software updates, virus attacks, or user-related errors. Complaints must be submitted in writing via email to ensure proper handling.
Payment and Invoicing
- Raven Computers reserves the right to adjust prices and terms without notice.
- Confirmed orders and written agreements will not be affected by changes and will remain binding under the originally agreed prices and terms.
- Payment must be made exclusively via bank transfer to AL Sydbank, Reg: 5326 Konto: 0352118
- Invoices will be sent electronically after the support task is completed, with a detailed summary of the provided services.
- An invoice is considered received when it is electronically sent to the email address provided by the customer.
- MobilePay is not accepted, and payment terms cannot be changed under any circumstances without prior written agreement.
- Business Customers (B2B) have an 8-day payment deadline, and Private Customers have 14-day payment deadline.
- Payment deadlines are calculated from the invoice date, unless otherwise specified in a prior written agreement.
- Payment plans may only be arranged by prior written agreement, under which standard invoices may be divided into a maximum of three monthly instalments. Any minor rounding difference resulting from the division of the total payment amount is applied to the first instalment.
- Service & Support Agreements are subject to a separate rate-based payment model, which does not constitute an instalment plan.
- Rate-based payment for Service & Support Agreements is invoiced in advance in accordance with the agreed payment schedule (annual, semi-annual or quarterly), with individual invoices and due dates.
- For both instalment plans and rate-based payments, all invoices are issued and sent at the time the agreement is concluded.
Debt Collection and Legal Handling
- If there is a dispute regarding a completed service and the customer refuses to pay an issued invoice, the matter will be referred to legal debt collection at The Civil Court after two reminder notices.
- The debt collection process follows applicable Danish legislation and is managed in cooperation with Collectia, Denmark's largest debt collection agency, which handles unpaid invoices after the third reminder notice.
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