Nationwide On-site computer support

PRIVACY STATEMENT USER AGREEMENT ONSITE POLICIES

HOW THIS WORKS

Reliable IT’s (RIT) professional staff has developed this tool to make it as simple as possible to obtain the IT services you require to keep your computers performing at their best.

When you visit this site for the first time you will need to establish your account information but only during your first visit. The information will be saved and can be easily accessed by you the next time you need our services. Of course, all your personal information is stored in our secure servers for your protection. Reliable IT does not provide any of your information to anyone outside RIT. You will be asked to enter a valid credit card, which you may choose to store for use in the future elect to enter it each time you return to create a new service request.

Frequently Asked Questions

How fast can I get service?
What do I do if I need parts?
How do I request service?
Is there a Guarantee/Warranty on the service?
Can I set up multiple locations?
When do you bill my credit card?
Do you sell my contact information?

How fast can I get service?
We offer two options for service response time. If you choose to pay for premium, expedited 4-hour response, service can be available within four (4) business hours of the time your request is accepted, in most areas. Our standard service can be requested on a next business day basis but no sooner than 24 hours after the time your service request is accepted by RIT. See Onsite Service Polices

During the request process you will be offered the choice of selecting a preferred day and time for your service or selecting a date range consisting of a “not before” date and time and a “not after” day and time.

In either event, a technician will contact you within two business hours of the receipt of your service request to confirm your appointment time.

What do I do if I need parts?
Reliable IT maintains a complete inventory of the parts you need and can ship them to you overnight.

Our technician will gladly install parts from any source however; we cannot be responsible for the performance of these parts.

How do I request service?
The following are the steps you will follow while creating your first request for service.

From the Home page click on the “Create New User Name” link on the left side of the page.
1. Fill in the User Information; items in red and marked with 2 asterisks are Required Fields.
2. Read and understand the User Agreement. Select the Yes box to indicate your Agreement with these policies.
3. Complete the Corporate Code box if you have established a Corporate account with us. If you want further information regarding establishing a corporate account, please click on the Customer Service link and send us your request.
4. Once you have completed the steps above, click the “Save and Continue” box at the bottom of the page. A confirmation of your username and password will be sent to you in an email. You will be returned to the Home page so that you can login to our work order system.
Once you have created your username and password you are ready to select the “Log In” link on the left side of the Home page. A successful login will take you to the Home page containing a “Welcome (Your Name)” message.
You can now choose the “Quick Ticket” selection if you wish to purchase that service, you can choose the “Place On-site Service Request Now” icon in the upper right corner of the Home Page or select the “Request On-Site Computer Services” link on the left side of the page to see the complete list of services available.
1. Choosing the Quick Ticket selection by clicking “Schedule Now” will take you directly to the “Service Details” page. (See paragraph 4 below.)
2. Choosing the “Place On-site Service Request Now” will take you to the “On-site Computer Services” page, which contains several of our most popular service bundles and a link to the “Select Services” page (see paragraph 3 below.). Choosing one of the bundles will take you directly to the “Service Details” page (see paragraph 4 below.).
3. Choosing the “Request On-Site Computer Services” link on the left side of the page, will take you to the “Select Services” page (see paragraph 3 below.) including pull down menus of services you can purchase.
Select Services:
1. Start by selecting the general Category for the service you need. You can browse these selections to see what services are available for each category by selecting that category and looking at the list of services that appears in the “Select a Service” box to the right. Select the category and service that best fits your needs.
  1. Selecting a service from the “Select a Service” menu will open a window that explains the service selection in greater detail, including the cost for that service.
2. You can only choose one service in this “Select a Service” menu. If you require additional service, you can add another service by selecting a category and service from the “Add a Discounted Add-on.” These services have been discounted to save you money since we will already by on-site to provide the first service.
  1. These services can only be purchased if they are added to a service purchased from the upper menu.
3. Once you have selected the services you wish to purchase, click on the “Request Selected Service(s)” link at the bottom of the page. This will take you to the “Service Details” page (see paragraph 4 below.)
4. If you decide you have questions or don’t wish to purchase a service at this time, select the “Exit” link at the bottom of the page. This will take you back to the home page. Your partially completed request will be saved. When you are ready to purchase a service you can reopen the order and complete your purchase from where you left off.
Service Details Page:
1. Complete the required and optional information requested regarding the service(s) you are requesting. Provide complete and detailed information wherever possible so the technician can arrive at your location fully prepared to provide you the requested services.
2. You must first select whether or not you wish the premium 4-hour service.
  1. Electing this option will expedite your service request in order to get a technician to your location within 4 business hours. There is a premium charge for this service, which will be refunded if the technician is unable to get to your location within 4-business hours for any reason under the control of Reliable IT. Please see the “Onsite Service Policies” (Adam, this needs to be linked) for a complete explanation of the response times and refunds.
  2. If you do not elect the 4-hour response option, you may request service on a next business day basis but no sooner than 8-business hours after your service request is submitted.
3. Any special instructions or contact information can be added in the Additional Comments block at the bottom of the form.
4. When all the information has been provided and questions answered, select the “Save and Continue” button, which will take you to the “Location Details” page (see paragraph 5 below.)
5. If you decide you have questions or don’t wish to purchase a service at this time, select the “Exit” link at the bottom of the page. This will take you back to the home page. Your partially completed request will be saved. When you are ready to purchase a service you can reopen the order and complete your purchase from where you left off.
Location Details
1. You will need to create a service location on your first visit by selecting the “Add New Location” link. Once this location has been created you will be able to select that location whenever you create a service request. If you have more than one location, you can create multiple locations and select the one you need whenever you create a work order.
  1. The Edit Location screen will appear. Complete the form and click Save to return to the “Location Details” page.
2. The contact information for the support person is populated from the information you provided while creating your login. If someone else needs to be contacted regarding this work order, please select the “Add “New Support Person” link, complete that information, save and return to the “Location Details” page. You can select any of the support persons you create when you return for a new service request.
3. Once the location and Support Person have been selected, choose the “Save and Continue” link at the bottom of the page. You will be directed to the “Schedule My Service(s)” page (see paragraph 6 below.)
4. If you decide you have questions or don’t wish to purchase a service at this time, select the “Exit” link at the bottom of the page. This will take you back to the home page. Your partially completed request will be saved. When you are ready to purchase a service you can reopen the order and complete your purchase from where you left off.
Schedule My Service(s)
1. My Appointment – You may choose a preferred date and time for the technician to provide service or select a “no sooner than” and “no later than” date and time. See “Onsite Service Policies” (Adam, this needs to be linked)
  1. If you elected 4-hour service the date and time should be 4-business hours from the time you anticipate submitting this request.
  2. If you elected standard service, the date and time should not be sooner than the next business day (8 business hours from the time you anticipate submitting this request.)
2. Payment Method – This section will only appear if you have pre-arranged for net terms and your credit has been verified.
  1. You can select net terms per your pre-approved agreement. Electing the Net Terms selection will cause the “My Credit Card” section to disappear.
  2. You can select to use a credit card for this work order. If so, proceed to the “My Credit Card” section below.
3. My Credit Card – Complete all the required information for the credit card you wish to use.
  1. You may elect to save this information in our Secure server so that it will automatically populate when you return for another service request, or
  2. You may choose “No” in which case the credit card information will be deleted from our system once this service event is completed. You will need to reenter all the information when you return to create another service request.
4. Once all sections have been completed, select the “Save and Continue” link. You will be directed to the “Review Your Request” page (see paragraph 7 below.)
5. If you decide you have questions or don’t wish to purchase a service at this time, select the “Exit” link at the bottom of the page. This will take you back to the home page. Your partially completed request will be saved. When you are ready to purchase a service you can reopen the order and complete your purchase from where you left off.
Review Your Request
1. Review each section to make sure the information is accurate. Each section has an Edit link you can use to correct any errors in that section.
2. The credit card number is partially deleted for your security.
3. Make sure the contact information, services selections and appointment times are all correct. Please make sure there is a valid phone number and alternate if possible so that your service request can be confirmed. The technician will not arrive on-site unless they can confirm the appointment and location information. Select the “Submit and Continue” link once you are satisfied all the information is correct.
  1. If you are using a Credit Card, Selecting the “Submit and Continue” link on this page will cause your card to be validated and charged for the service indicated.
  2. You will receive a message that indicates your request has been approved and your work order submitted. Click “OK” and you will see a final copy of your Work Order as submitted. The first section of the Work Order contains you Order Number. You will need this number should any questions or modification be required while you request is in progress.
  3. Print a copy of the page for your records.
  4. Select the “Finish” link at the bottom of the page to return to the Reliable IT home page.
4. If you decide you have questions or don’t wish to purchase a service at this time, select the “Exit” link at the bottom of the page. This will take you back to the home page. Your partially completed request will be saved. When you are ready to purchase a service you can reopen the order and complete your purchase from where you left off.

Is there a Guarantee/Warranty on the service?
Yes, there is a 100% Satisfaction guarantee and a 30-day limited warranty on the labor we provide. Should a reported problem re-occur within thirty calendar days of the date we provide a repair, we will return to further diagnose the problem at no cost to you. The labor warranty does not apply to return trips required due to the failure of a customer provided part.

Can I set up multiple locations?
Yes, if you have several location across the United States that you would like to arrange service for, you can setup these locations at any time, or email locations and we can upload them for you. Please contact RIT Customer Service via email or call 1 781-547-8160 to arrange for a Corporate Account.

When do you bill my credit Card?
Your credit card will be validated and charged the amount indicated when you click on “Submit Order and Continue” after a thorough review of the “Review Your Request” screen.

Your order may be cancelled and fully refunded anytime up to 24 hours prior to the date/time of your service appointment.
Service Request’s cancelled less than 24 hours prior to the scheduled appointment time, will be charged $50.00. A refund will be processed for any charges exceeding the $85.00 cancellation fee.

Do you sell my contact information?
No, Reliable does not provide your personal information to anyone outside of those people that require your information in order to process your request. Your credit card information is removed prior to submitting your request for processing.