Support Policy
Last updated: October 2026
This page explains how a support request with Houston IT Group usually moves. It does not promise a response time, a price, or a particular outcome. The exact scope is confirmed with you before paid work begins.
How to ask for help
Use the support form at /request-support, or email [email protected]. Tell us what is going wrong, which device is involved, and how you prefer to be reached. A submitted form creates a support reference so the request can be tracked. Submitting the form does not create a customer account and does not authorize remote access.
Before work starts
- We confirm the device, the problem, and the scope with you before paid work begins.
- If the scope needs to change after we start, we tell you before continuing.
- You may cancel a scheduled appointment or remote session before work begins at no charge.
- Back up anything irreplaceable when you can. We take reasonable care, but we cannot guarantee recovery of data already lost to existing damage.
Remote support
Remote support requires your explicit action to start a session. You stay with the device, you may end the session at any time, and we only access systems and files directly relevant to the issue you reported. A support request, or a time when you are available, is not remote-access consent.
What we will not ask you to send
- We will not ask you to text, email, or paste a password, PIN, authenticator code, or remote-access code.
- A chat link is not the normal way to start support, and we will not ask you to run an unsolicited installer from one.
- We do not need private records from another organization to fix a computer. Please do not send them.
In person
Some problems are safer with the device in front of us. When that is the right path, we arrange it with you instead of stretching a remote session past what it can safely do.
After the work
We keep the support reference, what was found, and what was done so the visit can be looked up later. Questions about a request can be sent to [email protected] with the support reference if you have one.
Changes to this policy
We may update this page as the support process changes. The "Last updated" date above reflects the most recent revision.