Rules & Regulations
To view our Rules & Regulations, Click Here.
Our business hours are 7am to 5pm, Monday through Friday. We also provide non-business hour emergency support. Whether requests are made during business hours or after hours, it is advised that clients contact us via email for more accurate transfer of details. Of course, issues can be phoned in (800-262-0537 press 3 at the prompt) and then followed up with a supporting email.
We strive to provide same-day response to all requests but when multiple requests are received and our technical resources are over-allocated, customers on our Monthly Contract Plans are prioritized over non-contract customers. When that happens, our support dispatchers make every effort to respond to all requests by the next business day.
Our telephone system automatically records and logs all incoming and outgoing telephone calls. This allows us to monitor our response times, maintain high service levels, and refresh everyone's memories when revisiting complex projects, requests, and concerns.
We strive to schedule your service as soon as possible after receipt of your request based on whether it can be fulfilled remotely or whether it requires an on-site visit. When a specific technician is requested, it may delay the ability to complete your request promptly, but we will make every effort to accomodate you.
It's natural for customers to ask for quotes on installation, repair, or servicing of equipment or software. However, TechPro only provides firm quotes on equipment purchases.
As a courtesy, our technicians may provide a verbal estimate of the time it may take to complete a request but this can only be considered a "best-guess" estimate. This includes a technician's recommendation that a computer needs to have a complete reinstall of it's operating system. Many variables cannot be predicted until actual work begins including onsite complications, condition of equipment, location and availablity of equipment, etc. These issues cannot be easily foreseen and can cause an estimate to be easily exceeded. When a job is completed, you will be billed for actual time and materials, and your signature and payment will be required before the technician leaves. It is expected that someone will be available to check work completed. Any additional work required after the technician has left will be an additional billing.
Travel and Parking - On site
TechPro charges round-trip fees based on actual mileage and tolls. Monthly Contract customers are charged only a one-way trip fee plus actual mileage and tolls. If a parking garage is necessary, actual costs will be in addition to the trip charge.
If you are a new customer, credit card information must be provided to our accounting staff before a technician is dispatched. All customers are required to pay for on-site work at the time the work is completed and approved EXCEPT those with monthly contracts or prior accounting approval.