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COMMERCIAL CLIENT INTAKE

SERVICE RATES & SUPPORT STRUCTURE

At Theory Coffee Tech, our service tiers are built around how you actually run your business, whether you're setting up a new shop or keeping equipment running smoothly for years to come. The idea is simple: reliable equipment, consistent coffee, and as few surprises as possible.
 
Standard Service Hours

  • Monday through Friday, 9:00am to 5:00pm

  • After-hours work is billed at 1.5x the regular rate based on client tier

  • Holiday work is billed at 2x the regular rate based on client tier

  • Scheduled installations and preventative maintenance are billed at the regular rate, even if the job runs past 5:00pm. After-hours rates only apply to service that is specifically requested or scheduled outside normal hours.

  • Preventative maintenance scheduled outside normal hours may carry extra fees​​​

FINE PRINT

  • Time spent waiting onsite counts as work and is billed at the appropriate tier rate

  • We reserve the right to charge extra if a repair was attempted before we arrived

  • We reserve the right to charge extra for weirdness of any kind

  • We may charge extra for situations we determine to be unsafe or hazardous

  • We reserve the right to refuse service

  • Invoices are sent by email and can be paid via ACH bank transfer, credit card, or cash

  • If payment for previous work is more than 30 days past the invoice date, a credit card must be on file before any future service. We will charge the card on file once the work is completed.

  • All service calls carry a one-hour minimum, billed in 15-minute increments after that

  • All travel carries a 15-minute minimum, billed in 15-minute increments after that

  • Travel time is calculated from Kearney, NE

  • If a job is expected to exceed your not-to-exceed limit, we'll try to reach you by phone or text to discuss options before continuing. If we can't reach you, we'll complete the work needed to get your equipment running and bill the full amount.

  • New clients who can't provide proof of an annual preventative maintenance visit, including safety valve replacement, within the last 12 months will need a full annual PM completed at the first service visit

  • We're happy to provide an estimate before starting any work, just ask.

TO FILL OUT THE COMMERCIAL INTAKE FORM, SEE BELOW.

1

TIER 1: $110/hr
PREFERRED CLIENT

This tier is for clients who've purchased new or rebuilt equipment directly through us.

Included with your purchase:

  • Freight and storage for up to 30 days

  • Bench testing

  • Installation and calibration

  • Basic operator training

  • Coordination with contractors so your site is properly prepped before we arrive

Once you're up and running:

  • The $100/hr rate covers any emergency service or preventative maintenance

  • At least two manufacturer-recommended maintenance visits per year are required

  • You get priority dispatching

  • After-hours support is available at the 1.5x rate

 

THIS TIER IS MEANT FOR CLIENTS WHO WANT FULL LIFE CYCLE SUPPORT AND THE LEAST AMOUNT OF DOWNTIME POSSIBLE.

2

TIER 2: $150/hr
STANDARD CLIENT

This tier covers equipment that:

  • Is a model we actively sell and support ourselves

  • Is over 13 months old

  • Was purchased through a third party

Also worth knowing:

  • At least two manufacturer-recommended maintenance visits per year are required

  • Same-day service may be available, but is not guaranteed.

3

TIER 3: $225/hr
INSPECTION & THIRD PARTY WORK

This tier applies to:

  • New equipment bought through a third party

  • One-off service calls where there's no ongoing relationship with us

Also worth knowing:

  • Work is limited to regular business hours

  • Same-day service isn't guaranteed

  • We don't take on responsibility for equipment warranties or manufacturer support and parts availability

  • We work on a wide range of manufacturers' machines, but depending on the make or model, we may need to decline service.

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