Client BILL OF RIGHTS

We are committed to providing our clients the absolute best IT services and support possible. To that end, we pledge to deliver the following rights to all our clients, and would suggest you DEMAND this same level of service, honesty and integrity from any IT vendor you choose.

BILL OF RIGHTS

You have a right

to expect a fast response and resolution on any IT-related problem you are experiencing. We pledge to respond to your request for help within 15 minutes or less during the work week, and within 3 hours on weekends and evenings. We also pledge to show up to our scheduled appointments on time, and to give you as much advance notice as possible when we cannot be there as promised due to a circumstance beyond our control
to get answers to your questions in PLAIN ENGLISH. We pledge never to use “geek speak” or talk down to our clients regarding an IT-related topic.
to expect exceptional services from friendly people who appreciate you as a client. We pledge always to treat you and your team with the utmost level of courtesy, professionalism, and respect at all times.
to expect us to lead the way in looking for new and innovative technologies to improve your profitability and productivity, and to protect your business assets. We pledge to stay on the cutting edge of telecommunications, cloud technologies, cybersecurity, and office productivity tools so you are always presented with the best-in-class options.
to individual attention and to know who is touching your computer network and data. We pledge never to outsource your support to a third-party company. You will always have a dedicated support team who knows you, your company, and your preferences.
to understand every aspect of your IT assets. We pledge to provide full and complete documentation of all hardware and software assets, data and systems, and complete password control, so you never feel as though you are “held hostage” by your IT company.
to receive accurate invoices. We pledge always to deliver on time and on budget, and never to surprise you with hidden fees, extras and overages to which you have not agreed.
to be protected against our mistakes and failures. We pledge to maintain error and omissions insurance, as well as workers’ compensation and business liability, in the unprecedented event of a mistake on our part.
to know the status of your account and support requests, no matter what time of day or night. We pledge to provide secure access to status reports via our Web Help Desk 24 hours a day, seven days a week, and to communicate the progress of resolving any issue. You will never have to manage us or remind us of promises we’ve made.
to run your business and focus on what makes you money. We pledge to make technology the EASIEST part of your business.

A large part of our business comes from referrals from happy, satisfied clients. We want you to recommend us, and we know that will only happen if you are thrilled with our service. That is why we work so hard to go above and beyond the call of duty. The establishment of our Client Bill of Rights, along with our continual and substantial investment in people, processes and technology, clearly demonstrates our commitment to our clients.

bill of right faq

What rights do SIP Oasis clients have?

SIP Oasis clients have the right to fast response (with resolution — not just acknowledgment), clear communication throughout every support interaction, a named technician who knows their environment, transparent pricing with no hidden fees, and the right to invoke the Thrilled Today Or You Don't Pay 100% Money Back Guarantee if the standard is not met. These rights are written down because they are real commitments, not aspirational language.

What can I expect from SIP Oasis as a client?

As a SIP Oasis client in Greater Birmingham or across Alabama, you can expect IT issues resolved in under 47 minutes on average, proactive communication when something in your environment changes, a team that knows your systems and does not ask you to re-explain your setup on every call, and a guarantee that removes the financial risk of staying with a provider that is not performing. You can also expect to work with real people — not a ticket system.

How does SIP Oasis hold itself accountable to clients?

SIP Oasis holds itself accountable through the Client Bill of Rights, the Thrilled Today Or You Don't Pay 100% Money Back Guarantee, and a leadership team that stays personally involved in client relationships. When something falls short of the standard, SIP Oasis makes it right rather than explaining why it was acceptable. Accountability at SIP Oasis is personal, not procedural.

What happens if SIP Oasis does not meet its commitments?

If SIP Oasis does not meet the commitments outlined in the Client Bill of Rights, clients can invoke the Thrilled Today Or You Don't Pay 100% Money Back Guarantee. SIP Oasis will make it right or refund the cost of service. This is not a conditional guarantee buried in contract language — it is a direct commitment backed by the company's leadership.

Does SIP Oasis have a written service commitment?

Yes. The SIP Oasis Client Bill of Rights is a written, published commitment that defines exactly what clients can expect and hold SIP Oasis to. Combined with the Thrilled Today Or You Don't Pay 100% Money Back Guarantee, it represents one of the most transparent client commitments in the managed IT industry. SIP Oasis publishes these commitments because it intends to keep them.

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