FAQ

1.)  Why does OBITCO mainly offer On-Site Services?

2.)  How does OBITCO’s On-Site Service Request work?

3.)  What if I’d rather have OBITCO pickup my equipment?

4.)  Can I request additional work while OBITCO is on-site?

5.)  Can I request additional work if I’m using OBITCO’s pickup and return service?

6.)  Does OBITCO offer phone support?

7.)  Does OBITCO offer remote support?

8.)  I received an estimate from OBITCO a few weeks ago, is it still good?

9.)  Are SLA (Service Level Agreement) business contracts available?

10.)  What forms of payment does OBITCO accept?

11.)  When is payment due on service request invoices?

12.)  What would constitute an EMERGENCY fee?

13.)  What are OBITCO’s business hours?

14.)  What type of warranties does OBITCO provide on standard service requests?

15.)  I have an old electronic I want to recycle, can OBITCO help?

16.)  What if my old electronic doesn’t work, will OBITCO still pick it up?

17.)  Are there any electronics that OBITCO can’t help me recycle?


1.)  Why does OBITCO mainly offer On-Site Services?
There are many reasons OBITCO is On-Site – first, it’s part of our name (On-site Balanced Information Technology Company), but more importantly, it’s about focusing on the support of our customers! We don’t want our customers to try and dismantle their computers or equipment, load it up, and carry it over to a service counter somewhere – then on top of that, try to figure out how to get it setup again once it’s home! Instead, it’s much easier for us to come to you. This means we schedule a time that works with you.

Secondly, it also means that we have less overhead. By not having a brick and mortar customer access building, OBITCO can keep their costs down, and in turn provide the savings to you. This allows OBITCO to keep our pricing simple, balanced, and easy to understand.

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2.)  How does OBITCO’s On-Site Service Request work?
Simply call us at 540-724-ONSITE (6674) or open a “Service Request” ticket on our Support page. We will contact you to schedule an on-site visit! For all new service requests at small business and residential sites, a $29 flat diagnostic is due. After the diagnosis of the service request is completed, we will provide you an estimate for the work requested (if possible, while the OBITCO technician is still on-site!).

If you ACCEPT the estimate from OBITCO, the diagnostic estimate fee is waived.

If you DECLINE the estimate from OBITCO, the diagnostic estimate fee is due immediately.

All diagnostic estimates are valid for seven (7) days. In the event you have previously declined an estimate that you now want to have OBITCO complete within the seven (7) day window, the $29 diagnostic fee will be credited towards your final invoice. If approval of a diagnostic estimate is made after the seven (7) day window, a new diagnostic estimate must be completed, which will incur a new $29 fee.

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3.)  What if I’d rather have OBITCO pickup my equipment?
No problem! OBITCO offers pickup and return service for your equipment as well. Simply call us at 540-724-ONSITE (6674) or open a “Service Request” ticket on our Support page, making sure to note that you’d like your equipment picked up. We’ll schedule a time with you to pick up your equipment, along with the $29 flat diagnostic fee and we’ll be on our way. Once we confirm the work needed for the service request, we will send you an estimate for the work.

If you ACCEPT the estimate from OBITCO, the diagnostic estimate fee you paid will be credited to your final invoice.

If you DECLINE the estimate from OBITCO, we’ll simply schedule a time to return your equipment to you!

All diagnostic estimates are valid for seven (7) days. In the event you have previously declined an estimate that you now want to have OBITCO complete within the seven (7) day window, the $29 diagnostic fee will be credited towards your final invoice. If approval of a diagnostic estimate is made after the seven (7) day window, a new diagnostic estimate must be completed, which will incur a new $29 fee.

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4.)  Can I request additional work while OBITCO is on-site?
Absolutely! Let’s say you opened a ticket for a slow computer, but when we arrive, you noted that you also wanted to get have us install a printer as well. Just let us know while we are there, and we can provide you an estimate for the time of work required.

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5.)  Can I request additional work if I’m using OBITCO’s pickup and return service?
You betcha! Just call us, e-mail us, or update your ticket with the requested work you want done. We’ll make sure to send you an updated estimate, and once approved, we’ll get it done!

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6.)  Does OBITCO offer phone support?
On a very limited basis, OBITCO does offer phone support. Truth is, as technologies change, so do processes and repairs. Have you ever called a phone support technician, sometimes clearly reading off of a script, and ran into an issue with communication because your screen doesn’t match up to what their instructions show? Or have you run into an issue where you were disconnected, and when you call back you’re thrown in a brand new queue without remembering the previous technician’s name? We know this is a hassle – instead, we focus on on-site support to ensure that you not only can place a face with a name, but to also to ensure you’re truly getting the support you need!

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7.)  Does OBITCO offer remote support?
Yes, but only to business customers. While “free” remote access tools are becoming more and more widely common, many of these tools are open-source and can degrade your system security and may make your system vulnerable to backdoor attacks. We would never want to jeopardize our customers, or put them at risk. Instead, we use a specialized remote access tool that ensures secure connections to our customer machines, and never puts them, or their systems at risk.

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8.)  I received an estimate from OBITCO a few weeks ago, is it still good?
We understand that sometimes you may need time to decide; however, diagnostic estimates are only valid for seven (7) days. If you decide to want to use OBITCO to complete the work after the seven day window, it will be considered a new service request. This means that a new diagnostic fee of $29 will be required to reassess the system, and a new estimate will be created. As before, if you decide to use OBITCO’s estimate to complete the work, we will apply the new $29 diagnostic fee as a credit to your invoice.

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9.)  Are SLA (Service Level Agreement) business contracts available?
Absolutely! OBITCO works on three SLA levels, 1-Day, 3-Day, and 5-Day. Pricing and availability depend on what services are requested for coverage (hardware, software, network, peripheral, server, etc.), SLA agreement timelines, and the number of systems/devices being supported. Contact us today at 540-724-ONSITE (6674) or open a “General Inquiry” ticket on our Support page, and we will schedule a site visit and provide more information!

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10.)  What forms of payment does OBITCO accept?
We accept pretty much every standardized form of payment including cash, checks, money orders, and major credit cards.

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11.)  When is payment due on service request invoices?
If hardware and/or software is required for the service request, you will be provided an itemized invoice (generally the same day) for the item(s) and labor to install. While you’re welcome to pay the entire order (items and labor) up front, we do require that the any hardware/software being ordered through OBITCO be paid prior to any item order taking place. Once item(s) have been received by OBITCO, we will schedule a time with you to install the item(s), and at the completion of the work, any additional totals not previously paid on the invoice will be due.

If completing all work on-site, payment on the estimate/invoice is due at the estimated work being completed.

If pickup and return service is used, payment on the estimate/invoice is due on the return of your equipment.

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12.)  What would constitute an EMERGENCY fee?
OBITCO charges an additional $60, non-refundable, service fee on all EMERGENCY ticket requests. This fee would be added to any request taking place after normal business hours, weekends, or Virginia or West Virginia State and Federal Holidays.

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13.)  What are OBITCO’s business hours?
Technically, we’re open 24 hours a day, 7 days a week, 365 days a year; however, our normal working hours are Monday through Friday from 9AM until 5PM. If you need us outside of this time, just let us know, and we’ll make sure we’re available!

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14.)  What type of warranties does OBITCO provide on standard service requests?
With standard service requests, we generally provide a seven (7) day protection on the work we’ve done – we’ll simply reopen your ticket, and come back by at no additional charge during the warranty period.

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15.)  I have an old electronic I want to recycle, can OBITCO help?
At OBITCO, we care about recycling. We work with directly with R2/RIOS Certified Facilities to ensure no electronics ever end up in the landfill. Just simply open an “Electronics Recycling” ticket on our Support page, and we’ll schedule to pick up your old equipment at no-charge!

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16.)  What if my old electronic doesn’t work, will OBITCO still pick it up?
Sure! Just because it’s no longer working, doesn’t mean it needs to go to the landfill! We’ll pick it up, break it down, and get electronics recycled properly!

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17.)  Are there any electronics that OBITCO can’t help me recycle?
While we’d love to offer the capability of taking all electronics, we unfortunately cannot accept CRT monitors, LCDs with broken screens, or printers/copy machines. If you have any questions about if OBITCO can accept a certain electronic for recycling, please give us a call at 540-724-ONSITE (6674), or open a “General Inquiry” ticket on our Support page, or e-mail us at support@obitco.com.

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