Policies
Resolve Technology Group policies drive our business. If you ever have a question about any of our policies, please don't hesitate to contact us.
Response Time
Anyone contacting our Customer Support Specialist during business hours by phone or email will receive a response and an appointment request the same day. Any after-hours calls will be responded to the following business day. A technician is always on call on weekends to handle your emergency work.
Scheduling Priority
Customer service is our top priority. Our goal is to schedule you as soon as possible after our initial contact. We will also honor all requests for service by a specific technician at the earliest opening. For our daily business hours, please view the About Us page.
Estimating
All work that your RTG technician completes is billed on an hourly basis. Any project work will be estimated as necessary. However, our customers only pay for work performed. If we come in under our estimate, you will only pay for the hours used. Our goal is complete customer satisfaction, so we make every effort to accurately describe what needs to be done and how much it will cost.
Parking Charge
Resolve Technology Group does not charge a travel fee for onsite visits. Therefore, we are not able to absorb the cost of paid parking garages. Our technicians will make every effort to find street parking, but if a paid parking garage must be used, the client will be charged a maximum flat parking fee of $25 to help defray the cost.
Work Approval
After every service visit, your technician will email you an official RTG incident report. You then have a 24 hour period to dispute any charges on the report. We encourage all our clients to test their equipment while the technician is onsite to ensure that everything is working correctly. If you find a discrepancy, the technician will correct the problem. Complete customer satisfaction is our aim, and your technician will provide you a precise details explanation of all work performed.
Payment
Resolve Technology Group requires that all clients have a credit card on file. When scheduling your first visit, our Customer Support Specialist will email or fax you a Credit Card Authorization Form. This is a requirement to work with RTG. However, you may pay your bill with cash, check, or credit card. We are also pleased to offer our business customers Net15 terms.
Rebuilds
When significant computer problems occur like viruses or software conflicts, our recommended solution is normally a computer rebuild. This is a very involved process that normally takes multiple hours to complete. During your initial appointment, your technician will ask you which files need to be saved and which programs need to be reinstalled. It is crucial to find the installation CD's for any programs that need to be reinstalled. A standard rebuild consists of removing the computer for several hours of offsite work to back up all data and reinstall Windows. The computer will be returned within 3 business days. At that time, all data will be copied back over to the computer and any programs reinstalled and configured from the CD. Your total bill will consist of the initial visit, the offsite work, and the return and setup of the computer. A computer rebuild is normally 4 to 6 hours of work. However, this will correct all problems with the computer that are software related. The complete satisfaction of our customers is always paramount. Please contact us if you think your computer needs to be rebuilt.