How We Work Best
At TwinBytes, our goal is to provide timely, organized, and accurate service for every client. Clear communication allows us to respond efficiently, prioritize properly, and keep complete records of your service history.
Preferred Contact Methods
✔ Email – This is our primary method for service requests because it allows us to document work orders, track progress, and respond clearly.
✔ Phone – Recommended for urgent or complex questions, a phone call helps us assist you directly.
We respond to all service requests through email or phone, which ensures nothing gets missed and allows us to keep clear records of your request and any follow-up steps.
Email Guidelines (To Help Us Help You Faster)
When sending a service request by email, please:
- Use a clear subject line that briefly describes the issue (example: “Outlook not sending email” or “Printer offline in office”)
- Include the details of the issue in the body of the email
- Avoid replying to unrelated old email threads for new requests
Clear subject lines and detailed messages allow us to prioritize correctly, search past history if needed, and respond more effectively.
Why Not Text (SMS) or Social Media?
Text messages and social app messages (SMS, Facebook, Instagram, LinkedIn, etc.) are easy to miss or lose in the flow of conversation. Unlike email, they do not include a subject line or structured thread, which makes tracking, prioritizing, and responding with detailed information harder for us. For the same reason, voicemail alone doesn’t always ensure we have a complete request to act on.
Using email or phone means we can:
- Respond more thoroughly
- Keep a clear history of communication
- Follow up consistently
- Avoid miscommunication
Clear and consistent communication allows us to spend more time resolving issues and less time managing scattered message threads across multiple platforms. By keeping service requests within email and phone, we can respond faster, track details properly, and provide more thorough support.
Response Time
- We aim to respond to all emails within 1 business day.
- Phone calls during business hours are returned as quickly as possible.
- Requests sent after hours will be addressed on the next business day unless otherwise arranged.
If your issue is urgent, please call rather than email.
We appreciate your cooperation and understanding — Clear communication allows us serve all customers more efficiently and with the care your issue deserves.
Thank you for choosing TwinBytes!