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SUPPORT
Please follow the guidelines below for a better support experience
During our Business Hours
Calls may be answered immediately and Texts (SMS) are typically responded to within 30 minutes
Emails are typically responded to within 1 hour
Our in-office hours vary from day-to-day.
Please make an appointment or call/text us before visiting us in Carpentersville.
Outside our Normal Business Hours
Please call Emergency Support for service at higher rates
847-960-5580
Leaving a message indicates that you require a Callback
Callback charge - $75 (charged whether you accept or decline support)
If work is approved, the $75 charge will be applied towards hourly support
Remote Hourly Emergency Support - $300/hour in 1-hour increments
Onsite Hourly Emergency Support - $500/hour (including travel time) in 1-hour increments
BILLING Billing for hourly support in 6-minute increments
This is for support during our regular business hours at the current hourly rate ($180/hour). We will bill for all interactions where service is provided and/or an exchange of information (IT consultation) occurs, at our discretion. This includes “quick questions” and exchanges over text. If engaging us involves our time and knowledge, it is a billable service. Discussing our service, billing, and our products is generally not billable.
We feel this is a fairer billing increment for many clients who may only need our support for a few minutes. We anticipate that our clients will see lower bills for smaller jobs.
INVOICES
Invoicing 3 times a month
1st of the month - Automatic Invoices for monthly or yearly services. We now offer Autopay for recurring invoices - you can opt in for Autopay when paying your next recurring invoice.
Also, you can set up a login to our Xero accounting system to review your past and current invoices - look for the link in the upper right corner of any invoice to create your login.
Around 1 week before the 1st - Invoices for consolidated support tickets
Around 1 week after the 1st - Invoices for consolidated support tickets
Please contact us if you have issues receiving/opening our invoices. All invoices will come from a @post.xero.com address so please be wary of our invoices coming from anywhere else.
Please open invoices and review the line items before contacting us about them - our invoices always include the billed line items. Please do not forward invoices to any Tech, only reply or call.
You can set up your own login to our Xero accounting system to review your past and current invoices - look for the link in the upper right corner of any invoice to create your login.
Invoices are due within 30 days of the invoice date. There will be one automated reminder email sent 10 days before the invoice due date. If your payment has already been sent, please do not send discourteous emails to our Account Manager - you can simply ignore the reminder email. Late Fees are charged after 30 days.
You may have products/services from other vendors like Pax8, Backblaze etc. They are independent companies from Realm of Tech who bill separately.
The easiest and safest way to pay your invoice is to click the link in the invoice email and enter the payment information yourself. It is exactly what we would do if you called us to pay over the phone. Entering the information yourself has the advantage of not having to disclose your payment information to anyone.