Generally, a Billable User is anyone who has a company email address and uses it as part of their job responsibilities. For example, a maintenance technician who receives work orders via their company email would be considered billable. However, a volunteer who has a company email solely for tracking purposes would not be billable. An additional way to distinguish between Billable and Non-Billable Users is by assessing their potential exposure to sensitive company data. Specifically, consider whether the user has access to information that should not be made public or data you wouldn’t want them to retain upon leaving the company.

Billable users benefit from the full security stack, including AI-powered anti-phishing measures and comprehensive data backup. In contrast, Non-Billable users receive only the basic protections included with Exchange or Google Workspace, and their email or other data is not backed up. It’s important to carefully evaluate which users should be categorized as Non-Billable. While this tier may be sufficient for individuals with minimal access to sensitive company information, it leaves gaps in protection and data recovery for those who might still handle critical communications.

A Billable Device may refer to any business-owned laptop, desktop, tablet, or mobile device (if you have MDM services from ROI Technology Inc.) that is actively in use and connected to your corporate network, depending on your plan. These devices are enrolled in our management system and equipped with the security tools and licensing included in your plan.

An Inventory Device refers to any business-owned device that is not yet connected to the corporate network and has not been put into active service. These are typically new, unused devices stored on-site. Since these devices do not contain any corporate data, they pose no IT risk if lost or stolen. Inventory Devices may or may not appear in the IT portal or on reports; however, you are not charged for them.

No. ROI Technology Inc. requires all corporate-owned devices that have entered service to be fully protected. Allowing some devices to remain unsecured would be like installing smoke alarms in only parts of your home while leaving other areas unprotected. This policy has helped ensure that none of our clients have experienced ransomware or a major cybersecurity incident since partnering with us.

No. Once a device is put into service, it must retain full security licensing, even if it is not currently assigned to a user. Devices connected to your corporate network may contain sensitive data or provide access to critical systems. This policy has helped ensure that none of our clients have experienced ransomware or a major cybersecurity incident since partnering with us.

Setting up a new user is less about the specific device and more about configuring access for the incoming user. During this process, we establish the user’s accounts in Office 365 or Google Workspace, Active Directory, and other business-critical systems.

Our billing structure is designed to be transparent and flexible: we bill separately for each user and each device at a modest rate. Your device count might be higher if you have shared devices (like a conference room computer) or if some users have multiple devices. This granular structure ensures fairness, minimizes expenses during staffing changes, and provides greater predictability for your IT budget.

We finalize Billable User and Device counts between the 15th and 18th of each month. If a user is terminated or a device is decommissioned after the 15th, it may still appear on your next bill but will be removed the following month. To ensure timely removal, we require at least two full business days’ notice for offboarding.

Submit user onboarding and offboarding requests as soon as you’re aware of an upcoming staff change. The most common billing concern is charges for users who have already departed – in almost every case, this happens because IT was not informed. Please use the designated Admin Requests form in the IT portal. This is the only guaranteed method for processing such requests.

Most billing calculations are done automatically, with a human review before invoices are released. Common reasons for fluctuations include staff changes, devices being decommissioned or put into service, or discovery of previously unknown devices. See the Service Modification section of our MSA for details.

Starting in 2024, we apply an annual adjustment to managed IT service SKUs based on the 5-year rolling average rate of inflation. As of 2026, that average is approximately 4.5% (driven largely by the 2021–2022 inflation spike). This policy applies only to managed service pricing – not to Microsoft 365 licenses (priced by Microsoft) or other products we sell at cost.

For project and labor invoices:
• Credit cards (CC fee added)
• ACH (no fee)
• Paper Check ($10 flat handling fee)

For monthly recurring service invoices:
• Credit cards (CC fee added)
• ACH Autopayment ($20 DISCOUNT)
• ACH (you initiate – no fee, no discount)
• Paper Check ($10 flat handling fee)

We will NOT need any online banking login details for ACH transactions.

To encourage ACH adoption. Paper checks waste time, paper, and add unnecessary complexity. ACH is arguably more secure than a paper check, requiring the exact same information that would be printed on one. We offer autopayment in exchange for a $20 discount on monthly recurring services, or you can manually initiate ACH via a link in the emailed invoice.

We consider ACH to be more secure than mailing a paper check. The information printed on the front of a paper check is the same information required for ACH.

We sell most items at cost because we want clients to trust that our recommendations are based on their needs, not a desire for quick profit. Selling at cost does not mean the price is exactly what we paid. Businesses must pay B&O tax on gross sales, so the price we offer is typically [product cost] + 1.25% to cover applicable taxes.

The products we procure come directly from the manufacturer or extensively vetted vendors. Online marketplace 3rd party sellers often buy the cheapest bulk stock, make modifications to technically meet specs without OEM components, and sell below reseller cost. Warranty is also a concern – 3rd party sellers often have inventory burning warranty on shelves. Everything we sell is ordered specifically for the client that orders it.