Reception Faq
Reception FAQ (Generalized Template)
This document provides standardized responses for reception staff when handling inquiries about IT services, pricing, turnaround times, and supported devices.
What are your rates?
Onsite / Remote Support Rates
Residential: $HourlyRate (1-hour minimum)
Business: $HourlyRate (1-hour minimum)
Emergency Service Rates:
- Residential: $EmergencyRateResidential
- Business: $EmergencyRateBusiness
In-Shop Rates
Standard Rate: $InShopRate
Diagnostics Fee: $DiagnosticFee–$DiagnosticFeeMax
Used when the client is unsure of the issue and a full diagnostic is required.
Drop-off / Pick-up Scheduling
We ask all clients to call ahead to schedule drop-offs. Due to onsite appointments, staff may not always be present in the office.
Typical drop-off windows:
- Around 10:00 AM when the office opens
- Late afternoon, typically between 4:00–5:00 PM when technicians return from onsite work
What forms of payment do you accept?
We accept:
- Cash
- Checks
- Credit/Debit Cards
- Various online or digital payment platforms (depending on availability)
What is the turnaround time for in-shop repairs?
Diagnostics (if required): 2–3 days for initial assessment
Repair Work: 3–5 days to complete most repairs
Note: Turnaround may be faster. We prefer to quote conservative timelines and deliver sooner rather than provide overly optimistic estimates.
Do you work on Mac?
Yes, we service:
- macOS systems
- Windows PCs
- Linux systems
- Android and iOS devices (software support)
We provide:
- Setup
- Cleanup
- Software troubleshooting
- Configuration assistance
Note: We do not provide physical hardware repair for tablets or smartphones (screen replacement, batteries, charging ports, etc.).
Do you work on tablets and cellphones?
Software Support:
Yes — we assist with setup, configuration, account support, emails, apps, and general use.
Physical Repair:
No — we do not offer hardware repairs such as:
- Screen replacement
- Battery replacement
- Charging port repair
Do you provide data recovery services?
Yes, we offer non-cleanroom data recovery services.
Data Recovery Process
Initial Drive Assessment: $AssessmentFee
- Used to evaluate the drive’s condition
- Determines whether the data is accessible with software/hardware tools
Recovery Cost (if successful):
- Initial assessment fee ($AssessmentFee)
- Plus $DataRecoveryDailyRate per day for recovery work
Typical Cost Range: $RecoveryMin–$RecoveryMax (plus tax)
Most recoveries take 1–2 days, but severely damaged drives may take longer.
Note: Pricing does not include a device to store the recovered data.
Do you sell or build computer systems?
Yes, we offer:
- New computers
- Used/refurbished systems
- Custom-built desktops
- Servers and workstations
Information Needed for a Quote
- Intended usage and workload
- Performance or hardware requirements
- Budget range
- Any special software or compatibility needs
Do you buy used computers or parts?
No, we do not purchase used computers or components.
Do you provide printer repair services?
Computer Printers: No, we do not repair traditional 2D printers.
3D Printers: Yes — we offer support and repair for 3D printers.
Do you provide recycling services?
We do not directly recycle equipment, but we can provide referrals and resources for:
- Electronics recycling
- E-waste drop-off locations
- Responsible disposal options
(These resources may be listed on the company website under “Links” or “Resources.”)
Do you offer phone-based technical support?
No, we do not provide troubleshooting or tech support over the phone.
Alternative
We can schedule:
- Remote support sessions
- In-shop appointments
- Onsite service calls