1. You get a ticket number
An email lands within a minute with your reference and a private link to the thread. Keep it — that link is how you check status and add anything you forgot, without needing an account or a password.
SUPPORT
Open a Support Ticket
Open a support ticket with Xclusiv Tech and you get an email confirmation with a ticket number and a link to the thread. The engineer who does the work reads it — no call centre, no first-line script — and replies by email, usually the same day. Urgent? Call or text (369) 227-1933.
What happens after you submit
2. A person reads it
The same engineer who would do the work reads what you wrote. If something in your description is ambiguous we ask rather than guess, because the wrong assumption early is what turns a one-hour job into a three-hour one.
3. You get a plan and a price
You get back a plain-English read on what is wrong, what it takes to fix, and what it will cost — before any billable work starts. If the honest answer is that the machine is not worth repairing, that is what we will tell you.
4. We fix it, remotely or in person
Software, malware, email and configuration work usually happens over a secure remote session the same week. Hardware and cabling need a visit; most are scheduled within a few business days, with rush options when something is stopped.
What to include so we can help faster
Most of the back-and-forth on a support ticket comes from four missing details. If you have them to hand, put them in the description and you will usually skip a whole round trip:
- The device and operating system — "2019 MacBook Pro, Sonoma" beats "my laptop".
- The exact error text, or a phone photo of the screen. Error codes are searchable; "it says something about a disk" is not.
- When it started, and what changed just before — an update, a power cut, a new cable, a new app, a storm.
- What you have already tried, so we do not send you round the same loop.
For a business system, add how many people are affected and whether work has actually stopped. That is the difference between something we schedule and something we drop everything for.
When to call instead
A ticket is the right channel for anything that can wait for an email reply, and it has the advantage of being written down. Pick up the phone instead when work is stopped, when you think data is at risk, when a card reader or point-of-sale is down, or when you suspect a security incident — ransomware, a compromised mailbox, an account you no longer control. Those get worse while they wait. Call or text (369) 227-1933.
What it costs
Asking costs nothing, and neither does diagnosis or a written recommendation. Repair work is quoted before it begins: a typical computer-repair visit runs $225–$300, managed business support runs $20–$60 per user per month, and custom web work is $150 per hour. Scope drives the final figure, so we confirm the number with you before starting rather than after. Nothing is billed that you have not agreed to.
Support FAQ
What happens after I submit a ticket?
You get an email confirmation straight away with a ticket number and a private link to view the thread. We read every ticket ourselves — there is no queue and no first-line script — and reply by email, usually the same day. You can add details or reply to us from that same link at any point.
What should I include so you can help faster?
The device and its operating system, the exact wording of any error message, when the problem started, what changed just before it started, and what you have already tried. A photo of an error screen taken with your phone is genuinely useful. If it is a business system, tell us how many people are affected and whether work is stopped.
Should I open a ticket or call?
Open a ticket when the problem can wait for an email reply and you want it written down. Call or text (369) 227-1933 when work is stopped, when you think data is at risk, or when you suspect a security incident — a ticket is not the right channel for something that is actively getting worse.
Do I have to be an existing customer?
No. Tickets are open to anyone in Humboldt County, and there is no charge for asking. If your issue needs paid work we scope it and quote it before starting, so nothing gets billed that you have not agreed to.
What does support cost?
Diagnosis and a written recommendation cost nothing. Repair work is quoted before it starts — a typical computer-repair visit runs $225–$300, and managed business support runs $20–$60 per user per month. Custom web work is $150 per hour. We confirm the number with you first, every time.
Can you fix it without coming out?
Often, yes. Software problems, malware, email and account issues, configuration and most business-system work can be handled over a secure remote session, which is usually faster for you than arranging a visit. Hardware failures and network cabling need someone physically there.