Services Offered

Redline IT provides IT support, Microsoft 365 help, and on-site work for small businesses. It is run by Devin Norton, a Tier 3 IT and systems administrator with 10 years of experience. You work directly with the person doing the work.

About this page. This page summarizes our services. It is not a contract or an offer that can be accepted. All ongoing services are provided under a written service agreement signed by you and Redline IT, and that agreement controls if anything here differs. Prices are estimates and may change. Your final price is stated in your written quote or signed agreement. Prices do not include applicable taxes.

Service area. Our service area is primarily the Birmingham, AL area. On-site travel elsewhere in Alabama is available when needed, with travel charges as set in your quote or agreement. Remote support is available wherever you are.

There are two ways to work with us. Invoices are due within 30 days (Net 30).

Option 1: Break/Fix, as needed

No monthly commitment. Call when you need help, and pay only for the time used.

• Rate: $75/hour during support hours. Minimum charge: 15 minutes for remote work, 1.25 hours ($93.75) for on-site work. After that, time is billed in 15-minute increments.
• After-hours (outside 8 a.m.–6 p.m. Central, any day): $112.50/hour, available at our discretion.

We'll give you an estimate before starting and tell you if a job looks like it will run over. We bill for time spent, and some problems, such as failed hardware or a vendor issue, can't be fully fixed.

Common jobs include virus and malware cleanup, email problems, slow or failing computers, printer and network issues, new PC setup, and Microsoft 365 fixes.

Option 2: Monthly Retainer, 10 hours a month

A set block of 10 hours of work each month. Use it for projects, troubleshooting, or general IT support, whatever you need that month.

• Price: $650/month, billed in advance at the start of each month. That works out to $65/hour for the 10 included hours, a discounted rate compared with our $75/hour standard rate (10 hours at $75 = $750).
• Over 10 hours: Extra time during support hours is billed at $75/hour.
• After-hours (outside 8 a.m.–6 p.m. Central, any day): Billed separately at $112.50/hour. After-hours time does not use your 10 hours.
• Cancel anytime: Either side can end the retainer with two weeks' (14 days') courtesy notice, no reason needed. There is no penalty, and you pay only for work done. When the retainer ends, unused prepaid hours for that month are refunded at $65/hour.

IMPORTANT – RETAINER HOURS EXPIRE MONTHLY. Included hours must be used in the month they are billed. Unused hours expire at the end of each month. They do not roll over and have no cash value, with two exceptions: (1) if you submitted a request during that month, within that month's hours, and we did not complete it because we failed, declined, or were unable to perform it, those specific unperformed hours (up to 10) carry over to the next month only, and expire at the end of that next month if unused; (2) if the retainer ends, unused prepaid hours for the final month, including any carried-over hours, are refunded at $65/hour.

The retainer is a block of time, not a guarantee of results or of how quickly work gets done.

How We Handle Requests (both options)

All clients are treated equally. Requests are handled by urgency and business impact, not by plan or payment option. We acknowledge requests promptly and work on them as soon as we can, with outages and business-down problems handled first. Support runs 7 days a week, 8 a.m.–6 p.m. Central Time, including weekends, except holidays. Holiday work is billed at double time, $150/hour, at any hour, under both options, and does not use retainer hours. Holidays are the 11 U.S. federal holidays (New Year's Day, Martin Luther King Jr. Day, Presidents' Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, and Christmas Day). After-hours help is available when we can provide it. This is a best-effort commitment. It is not a guaranteed response or resolution time and not a service-level (SLA) commitment, and no credits or refunds apply to response times.

What's Included, and What Isn't

Our time covers hands-on IT work: support, troubleshooting, setup, maintenance, and projects you approve. These are not included in our hourly rate or retainer and are quoted or billed separately:

• Hardware and software purchases
• Third-party licenses and subscriptions (see Licensing below)
• Support from software vendors or manufacturers. We will coordinate with them on your behalf, billed as our time.
• Equipment past manufacturer support. We'll help on a best-effort basis.

Your responsibilities. You provide timely access and accurate information. You are responsible for your own data and for keeping current backups, unless we have agreed in writing to manage backups for you. Even then, backup and restore are best effort, and we cannot guarantee that all data can be recovered. Please back up important data before we begin work.

No guarantees. Good security greatly lowers risk, but no provider can guarantee that you will never have a breach, malware, data loss, or downtime. Limits on liability and warranties are as defined in your service agreement.

Licensing. Help with Microsoft 365 and software licensing is available. Licenses are registered in your business's name and remain yours, and license costs are billed separately from our time.

On-Site & Field Work

On-site work is available under either option, and we also handle dispatched field work for MSPs and contractors in the Birmingham area and elsewhere in Alabama (installs, swaps, cabling checks, site surveys, smart-hands tasks).

• Billed at the $75/hour rate (or retainer hours) unless agreed otherwise per work order
• Trip charge: $35 for locations more than 30 miles from Birmingham

Work orders for other companies. When we work under a work order from an MSP, contractor, or platform, that company's work order and terms control. Redline IT is responsible only for the tasks in the work order, and the end client remains the client of the company that issued it.

Site access and safety. You provide safe access and any needed permissions at the scheduled time. We may decline or stop work in unsafe conditions.

Healthcare and Regulated Clients

Redline IT is HIPAA-aware and will sign a Business Associate Agreement (BAA) with healthcare clients who need one. HIPAA compliance is ultimately your organization's responsibility. We support it with security controls and documentation, but we do not certify compliance. Our BAA is a separate addendum to our service agreement.

How to Get Started

1. Reach out. Email [email protected] or call (256) 693-0964.
2. Free consultation. A free, no-obligation review of your setup and needs.
3. Get a written quote. You'll get a written quote before any work starts. If the scope changes, we'll tell you and get your approval before billing more than the quote.

Already a client? Email [email protected] for help.

Microsoft and Microsoft 365 are trademarks of the Microsoft group of companies. Redline IT is an independent provider and is not affiliated with or endorsed by Microsoft.