RTG Client Welcome & Support Guide
Welcome aboard. You now have one team running your network, phones, security, and cameras. One vendor. One bill, one number, one crew.
This guide covers how to reach us, how support works, how fast we respond, and how to get the most out of working with Robb Technology Group. Read it once and keep it handy. When you need us, you will already know how to get help fast.
How to get support fast
Section titled “How to get support fast”There are two ways to reach us that drop your request straight into our support system, where nothing gets lost:
- Email support@robb.tech. This opens a ticket automatically. You get an email back confirming we have it.
- Use the client portal at robb.tech. Log a ticket, check status, and see your history in one place.
For anything urgent, call us at (806) 370-4700. If your business is down, call. Do not wait on email.
Every request becomes a ticket with an owner and a due time. That is how we make sure your issue gets worked and nothing slips.
One thing that helps: send support requests to support@robb.tech, not to a technician’s personal email or cell phone. Direct messages sit in one person’s inbox and slow your response down. The support address reaches the whole team.
When we are available
Section titled “When we are available”Standard support hours are Monday through Friday, 8:00 AM to 5:00 PM Central. Your exact support window depends on your plan. Carbon plans get extended hours, and after-hours support is available on every plan. Your service agreement lists the window for your plan.
How fast we respond
Section titled “How fast we respond”We sort every request by priority and work it in order. That way a business-down emergency jumps the line ahead of a routine request. Your response target depends on the priority of the issue and your plan.
| Priority | What it means | Copper | Steel | Titanium | Carbon |
|---|---|---|---|---|---|
| **Standard** | Routine request. No business impact. | 1 business day | 4 hours | 2 hours | 1 hour |
| **Urgent** | Business impact, but a workaround exists. | 4 hours | 1 hour | 45 minutes | 30 minutes |
| **Critical** | Business is down. No workaround. | Next available | ASAP | ASAP | ASAP |
These are response targets, meaning the time to first contact from a technician, not always the time to a full fix. While an Urgent ticket is open, you get an automated status update every 60 minutes so you are never left wondering.
If a remote fix will not do it, we come to you. On-site response times also vary by plan and apply within 50 miles of Lubbock. Sites farther out are handled by agreement or remote first.
What counts as urgent
Section titled “What counts as urgent”Not sure how to rate your issue? Tell us what is happening and we will set the priority. As a guide, here is how we categorize things.
Standard
Section titled “Standard”- A how-to or software question
- New user setup request
- A non-urgent change request
- One printer is down but others still work
- A “nice to have” improvement
Urgent
Section titled “Urgent”- One person cannot work, but everyone else is fine
- Email delivery problems
- VPN will not connect
- Slow performance that is hurting productivity
- The only printer in the office is down
- A program crashes, but there is a workaround
Critical (business down)
Section titled “Critical (business down)”- A server is down and multiple people cannot work
- Internet is down and it is not the ISP
- Ransomware or an active security breach
- The phone system is down
- All email is down
- A data loss event
- Any situation where the business cannot operate
Your responsibilities as a client
Section titled “Your responsibilities as a client”The service level agreement works both ways. We commit to response times. You help us hit them by doing a few things:
- Report issues promptly. We cannot fix what we do not know about.
- Give us access. Admin credentials, physical access, and a contact we can reach when we need one.
- Approve maintenance windows. Patches and updates sometimes need a little scheduled downtime.
- Do not self-medicate. Do not install random software, turn off security tools, or “fix” things without telling us first.
- Keep your account current. Response commitments depend on the account being paid up.
- Name a primary contact. One person who can make decisions and approve work.
- Tell us about staffing changes. New hires and departures affect user accounts and security.
How to escalate
Section titled “How to escalate”We aim to get it right the first time. When we miss, you have a clear path to raise it. Here is how a request moves up when it needs to:
| Level | Who | When |
|---|---|---|
| Level 1 | On-call technician | Every ticket starts here |
| Level 2 | Senior technician | When Level 1 cannot resolve it in time, or the issue is more complex |
| Level 3 | Vendor or specialist | Hardware warranty, software vendor bug, or carrier issue |
| Owner | Philip Robb | You want the owner involved, or an SLA target was missed |
If we ever miss a commitment, we tell you. We explain what happened, what we are doing about it, and how we will keep it from happening again. No hiding behind excuses.
What we can help with
Section titled “What we can help with”We handle more than computers. If it touches your technology, ask us. Common areas:
- Helpdesk and day-to-day IT support
- Microsoft 365 or Google Workspace email
- Networks, firewalls, and Wi-Fi
- Business phone systems and VoIP
- Cybersecurity and multi-factor authentication
- Cameras, video surveillance, and access control
- Structured cabling and low-voltage
- Servers, cloud hosting, and backup
- Business continuity and disaster recovery planning
- Hardware and software procurement
- IT strategy, budgeting, and consulting
We serve Lubbock, Midland, Odessa, and Amarillo. If you need something outside this list, ask your account contact. We can usually help or point you to a trusted partner.
How to order hardware or software
Section titled “How to order hardware or software”Smaller orders
Section titled “Smaller orders”Need a few computers, a monitor, or a software license? Email support@robb.tech or call (806) 370-4700 and we will send back a quote.
Larger orders and projects
Section titled “Larger orders and projects”If it is a project, like an office move, a server build, or a migration, talk to your account contact. They will scope it properly and get you a fixed-fee proposal that covers everything.
Approving and paying
Section titled “Approving and paying”We send most quotes and proposals by email with a link. Open the link, review it, and approve. Once it is approved, our team gets your order moving. In-stock items usually ship within one to two business days. If something is on backorder, we keep you posted and help you find alternatives when you need it sooner.
What is covered and what is not
Section titled “What is covered and what is not”Think of your agreement like a buffet. You can have as much as you want of anything on your inclusion list. When you want something that is not on it, we quote that separately so you decide whether to go ahead. We call this in-scope versus out-of-scope.
Most of what you need day to day is in-scope. A few things are usually quoted separately:
- New projects such as office moves, new server builds, and cloud migrations
- Hardware replacement. The hardware cost is separate. Labor is included on Titanium and Carbon plans.
- Third-party software bugs. We troubleshoot to a point, then coordinate with the vendor.
- User training beyond what your plan includes
- Cabling and physical infrastructure (complimentary cabling support on Carbon)
- ISP outages. We report and coordinate, but we cannot fix their equipment.
- Personal devices, unless a BYOD policy is in place. We manage company assets.
Not sure whether something is included? Check the inclusion list on your agreement or just ask us.
A few things worth knowing
Section titled “A few things worth knowing”Security versus ease of use
Section titled “Security versus ease of use”There is always a trade-off between how secure a system is and how easy it is to use. The more locked down it gets, the more steps it can add. We push toward strong security while keeping things as easy as we can with the budget you give us. That is why we strongly recommend multi-factor authentication on every account. It is a small step that blocks most of the common attacks aimed at your business. We use it on 100% of our own systems.
Who can approve changes
Section titled “Who can approve changes”During onboarding you named a primary contact for your business. That person is authorized to approve account changes, including adding, editing, and removing users and data. If you are not the primary contact and you need one of those changes, check with them first. We keep this in place to protect you, so nobody gets access to your data without your say-so.
Billing questions
Section titled “Billing questions”For invoices, statements, or any billing question, email AR@teamrobb.com and our team will take care of it.
Tips for getting great service
Section titled “Tips for getting great service”- Report it early. A small issue caught now beats an outage later.
- Use support@robb.tech or the portal. It reaches the whole team and starts the clock.
- Tell us the impact. Who is affected and whether you can still work helps us set the right priority.
- Route requests through your primary contact when they involve users, access, or data.
- Say yes to maintenance windows. A little planned downtime prevents a lot of unplanned downtime.
Questions about any of this? Call (806) 370-4700 or email support@robb.tech. We are glad to have you with us.