Not every issue is an emergency, and that is fine. Knowing the difference helps us get the right help to you at the right speed. Here is how we sort requests.

Urgent

Call us at (806) 370-4700 right away if you have an urgent issue. Urgent means work has stopped or your business is exposed. For example:

• Your business is down and people cannot work
• You have a security concern, such as a suspected breach, ransomware, or a scam that got clicked
• Your internet or phone system is down
• All email is down
• You cannot do your job because of the problem

For anything in this list, phone is faster than email. If it is after hours, follow the emergency instructions in your service agreement.

Standard

Standard requests do not stop your business. Email support@robb.tech or open a ticket in the portal. For example:

• A how-to question or software question
• Setting up a new employee or a new device
• One printer is not working but others are fine
• A non-urgent change or a nice-to-have improvement
• Slowness that is annoying but not stopping you

How to flag something as urgent

1. Call (806) 370-4700 rather than emailing.
2. Say clearly that it is urgent and why, for example "the whole office is offline."
3. Tell us how many people are affected and whether anyone can still work.

How fast will we respond?

Your response time targets depend on your plan and are set in your service agreement. Higher tiers get faster targets and, on some plans, after-hours coverage. If you are not sure which plan you are on, ask us and we will confirm.