Frequently Asked Questions
Answers to the questions we hear most. If you do not see yours here, contact us at support@robb.tech or (806) 370-4700.
How do I reach Robb Technology Group?
Section titled “How do I reach Robb Technology Group?”Call (806) 370-4700 or email support@robb.tech. You can also sign in to the client portal at robb.tech to open and track tickets.
What are your support hours?
Section titled “What are your support hours?”Standard support is Monday through Friday, 8am to 5pm Central. Some plans include extended or after-hours coverage. Check your service agreement to see what your plan includes.
How fast will you respond to my request?
Section titled “How fast will you respond to my request?”It depends on how urgent the issue is and which plan you are on. Urgent issues, such as your business being down or a security concern, get the fastest response, so call those in. Standard requests are handled in order. Your exact response time targets are set in your service agreement. If you are not sure which plan you are on, ask us.
How do I know if something is urgent?
Section titled “How do I know if something is urgent?”If your business is down, you have a security concern, your internet or phones are out, or you cannot work, it is urgent. Call (806) 370-4700 rather than emailing. See “Emergency vs Standard: What Counts as Urgent” for details.
What does managed IT cover?
Section titled “What does managed IT cover?”We look after the technology that runs your business, including your computers, email, network, security, and support for your team. The exact services, and any equipment or projects outside your plan, are listed in your service agreement. New projects, such as an office move or a new server, are usually quoted separately.
How does billing work?
Section titled “How does billing work?”Managed services are billed monthly. You can view invoices and account details through the client portal at robb.tech. Work outside your plan, such as projects or after-hours labor on some tiers, is quoted or billed separately per your agreement. Billing questions? Email support@robb.tech or call (806) 370-4700.
What areas do you serve?
Section titled “What areas do you serve?”We serve Lubbock, Midland, Odessa, and Amarillo. We handle most issues remotely, and we come on-site when the work needs it.
Can you help with my personal phone or home computer?
Section titled “Can you help with my personal phone or home computer?”We support company devices and accounts. Personal devices are covered only if your company has a bring-your-own-device policy in place. If you are not sure, ask us.