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Remote Technologies will strive to deliver superior customer service to ensure any problems you encounter with the RemoteMgr.com system are resolved promptly. Our Customer Support Policy outlined below is intended to clarify the scope of our support and the various means by which you can contact us.
Scope of Support
RemoteMgr.com - Remote Technologies provides direct support for issues pertaining to our RemoteMgr.com service and the RemoteMgr.com website. You may contact a customer support representative through any of the Support Options listed below. To ensure your issue is handled expeditiously, please have your store number and/or location and also be able to have access to the PC or equipment on which you are experiencing problems. Our customer support representatives will ask for a brief description of the problem and proceed with troubleshooting.
Hardware (purchased through Remote Technologies) – Hardware support is provided by the equipment manufacturer. All equipment warranties are specified and supported by the equipment manufacturer. If you suspect the problems you are experiencing are hardware related, you may contact the manufacturer’s support center directly. See below for a complete list of equipment manufacturer support numbers.
Software – Software support is provided by the software developer directly. This includes POS (other than Aldelo, see below) and operating system software. If it is determined the problems you are experiencing are software related, please contact the software developer’s customer support center.
Aldelo POS Systems – For those customers purchasing an Aldelo POS system through Remote Technologies, we will provide customer support for your system via phone, email, and chat during our normal business. In addition, phone support for your Aldelo POS system will be provided until 10 p.m. Pacific time, 7 days a week. To receive support, Aldelo POS customers must pay the monthly Aldelo POS Support Plan fee and your payments must be current.
Internet Service – Remote Technologies is not your internet service provider (ISP) and, therefore, does not provide support for issues pertaining to your internet service. Unfortunately, internet connectivity is occasionally disrupted for various reasons. Remote Technologies has no control over your internet connection. However, a disruption in internet connectivity will cause a disruption in your RemoteMgr.com service. If you feel your internet connection is down, contact your ISP directly for assistance.
Limits on Support
System Modifications: The equipment you purchase from Remote Technologies – DVR, ECT, POS and routers – have been pre-configured to enable the network to function properly. This equipment is intended and configured for specific uses. Any voluntary modification of the hardware or the network system installed by Remote Technologies or one of its authorized installers by you or a third party, whether authorized or unauthorized, without prior approval from Remote Technologies can limit the scope of support Remote Technologies will provide. On-site tech support will be provided at owner’s expense. Modifications include but are not limited to the installation or removal of hardware components, installation or removal of software, adjustments to router or modem settings, and additions or other modifications to the network.
Viruses, Spy ware. Malice ware: RemoteMgr.com is a web-based service. As with any computer with internet access, viruses, spy ware, and other malice software pose potential threats to your system. We strongly recommend against surfing the internet through the DVR, ECT, or POS to avoid system contamination. These systems are not intended for this purpose. If your system becomes contaminated due to malice software, Remote Technologies reserves the right to limit the scope of support it will provide. On-site tech support will be provided at owner’s expense.
Support Options
FAQ's
Many of your most common questions on how to use the RemoteMgr system can be answered by going directly to FAQ's.
Live Chat
Hours: 8:00 a.m. to 5:00 p.m. Pacific Time, M-F
This is the most effective method for contacting our customer support team. You may chat directly with our customer support representatives by going to www.RemoteMgr.com then selecting the Support Policy or Contact Us links at the bottom of the page. Next select the Live Chat link
Alternatively, you will find the Live Chat link by clicking on the Help feature tab within your RemoteMgr.com home page.
Email
Hours: 24 Hours a day, 7 days a week
For non-critical customer support issues, you may email our customer support team at Support@RemoteMgr.com. Please provide a detailed description of the problem you are experiencing with your system and any additional contact information. You will receive an email or phone reply within 24 hours.
Phone Support
Hours: 8:00 a.m. to 10:00 p.m. Pacific Time, 7 days a week
503-639-9477 (in Oregon)
866-453-3540 (outside of Oregon)
You may call our customer support team during office hours. If you call after office hours, follow the auto-attendant’s directions to Customer Support to speak with a customer support representative. If you do not wish to hold for a representative, you may leave a detailed message with your name, store name and location or number, phone number and description of the problem you are experiencing. One of our customer support representatives will make every attempt to contact you promptly.
On-site Support
Hours: 8:00 a.m. to 5:00 pm Pacific Time, M-F
Rates: Local service call (Portland, OR metro area) - $79/hr, minimum 2 hrs
Outside local area – Market rate
If we are unable to resolve the problem you are experiencing after exhausting all possible troubleshooting efforts through our other support options, on-site technical support may be required. Local service rates are based on arrival and departure times from store location. Additional service calls are billed at a 2 hour minimum. For on-site service calls outside of the Portland metro area, Remote Technologies will contract with a third party technician to perform the required on-site support. The rate charged will be passed through directly to you, or in some cases, billed directly to you by the third party. Any required materials will be billed at cost.
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