Human-Centered Technical Support

Company Overview

RelayFix Support is a premier call-based technical support platform serving residential users, small businesses, and growing teams across North America. Established in 2023 and headquartered in Philadelphia, Pennsylvania, we have rapidly become a trusted partner for organizations and individuals seeking reliable, on-demand technical assistance.

Our platform connects customers directly with certified, vetted technicians who provide real-time troubleshooting and repair assistance via phone and secure remote access. Unlike traditional support models that rely on ticketing systems, chatbots, or lengthy wait times, we prioritize immediate human connection and expert problem-solving.

We serve a diverse client base ranging from home users managing personal devices to small and medium-sized businesses requiring dependable IT support without the overhead of maintaining full-time technical staff. Our multi-vendor coverage spans all major platforms, operating systems, and device manufacturers, enabling us to provide comprehensive support regardless of your technology ecosystem.

Our Mission and Values

Our mission is to democratize access to professional technical support by eliminating the barriers that traditionally separate users from expert assistance. We believe that when technology fails, help should be immediate, affordable, and effective.

Core Values:

• Accessibility: Technical support should be available to everyone, not just enterprise customers with substantial budgets. We design our pricing and service models to be transparent, predictable, and accessible to individuals and small teams.
• Human Connection: While we leverage technology to improve efficiency, we never replace human expertise with automated systems. Every call is answered by a real person who cares about resolving your issue.
• Technical Excellence: Our technicians maintain current certifications, participate in ongoing training, and possess genuine expertise across diverse technology platforms. We hire for both technical competency and communication skills.
• Transparency: We publish clear service level agreements, maintain honest communication about what we can and cannot fix, and provide straightforward pricing without hidden fees.
• Continuous Improvement: We actively solicit customer feedback, measure our performance against documented SLAs, and invest in platform improvements that enhance the support experience.

What We Do

RelayFix Support provides comprehensive technical assistance across a broad spectrum of common and complex issues:

• Device Setup and Configuration: Complete setup assistance for computers, tablets, smartphones, printers, scanners, and peripheral devices. We guide you through initial configuration, account setup, data migration, and optimization.
• Operating System Support: Troubleshooting and repair for Windows (all current versions), macOS, Linux distributions, iOS, iPadOS, and Android. We handle system updates, driver issues, performance optimization, and error resolution.
• Software Troubleshooting: Diagnosis and resolution of application errors, installation problems, compatibility issues, and performance degradation across productivity software, creative applications, development tools, and specialized business software.
• Network and Connectivity: Configuration and troubleshooting of Wi-Fi networks, routers, modems, VPN connections, remote access solutions, and network security settings. We assist with both home networks and small business network infrastructure.
• Security and Privacy: Guidance on antivirus software, firewall configuration, malware removal, password management, data encryption, and privacy settings. We help you understand and implement appropriate security measures.
• Data Management: Assistance with backup solutions, cloud storage setup, file recovery strategies, and data organization. While we cannot guarantee recovery of lost data, we provide expert guidance on best practices and available options.
• Email and Communication: Configuration and troubleshooting of email clients, webmail services, instant messaging platforms, and video conferencing tools.
• Hardware Diagnostics: Remote diagnostics to identify hardware failures, performance bottlenecks, and component issues. We provide clear explanations and recommend appropriate next steps, including referrals to qualified repair services when physical intervention is required.

How Our Platform Works

RelayFix Support operates on a sophisticated but user-friendly platform that integrates call management, customer relationship management (CRM), and billing systems to deliver seamless support experiences.

Call Triage and Routing: When you dial our support line, our intelligent triage system asks a few targeted questions to understand your issue. Based on your responses, the system routes your call to a technician with the specific expertise needed to address your problem efficiently. This reduces transfer times and ensures you speak with the most qualified specialist available.

Technician Qualification: Every technician in our network undergoes comprehensive background checks, certification verification, and skills assessment before joining our platform. We maintain ongoing quality assurance through call monitoring, customer satisfaction surveys, and peer review processes. Technicians who consistently deliver excellent service are prioritized in our routing algorithm.

CRM Integration: Your support history is automatically recorded and linked to your account. When you call, our technicians can immediately review previous issues, solutions attempted, and relevant system information. This eliminates the frustration of repeating yourself and enables more efficient problem-solving.

Remote Access Security: When remote access is necessary to diagnose or resolve an issue, we use industry-standard secure remote desktop protocols. You grant access through a simple approval process, and you can monitor all technician actions in real-time. Access is automatically terminated at the end of each session.

Quality Assurance: We record calls for quality assurance purposes (with your consent) and conduct regular audits to ensure technicians adhere to our standards for professionalism, technical accuracy, and customer service. We actively solicit feedback after each support interaction.

Service Delivery Models

We offer flexible service delivery options designed to accommodate different usage patterns and budget requirements:

Pay-As-You-Go: Ideal for occasional users who need support only when specific issues arise. Each incident is billed at a fixed rate with no ongoing commitment. This model works well for individuals and small businesses with stable IT environments.

Monthly Subscription Plans: Designed for users and organizations that require regular technical assistance. Monthly plans include a specified number of incident resolutions, priority routing, and CRM history tracking. Unused incidents do not roll over, but subscribers receive discounted rates for additional support beyond their plan limits.

Team Plans: Tailored for small businesses and growing teams, our team plans cover multiple users under a single account. These plans include dedicated account management, multi-user support, centralized billing, and the option to add managed services for comprehensive IT coverage.

Managed Add-Ons: Beyond reactive support, we offer proactive managed services including automated backup monitoring, security scanning, patch management, and performance optimization. These add-ons integrate with your subscription plan to provide ongoing maintenance and risk mitigation.

Coverage and Availability

RelayFix Support operates across North America, serving customers in the United States and Canada. Our support hours are designed to accommodate users across all time zones:

• Standard support hours: Monday through Friday, 6:00 AM to 10:00 PM Eastern Time
• Extended support hours: Saturday and Sunday, 8:00 AM to 8:00 PM Eastern Time
• After-hours emergency support: Available for Team Plan subscribers with critical business impact issues

We provide support in English, with additional language support planned for future expansion. Our technicians are trained to communicate clearly with both technical and non-technical users, adjusting their explanations to match your comfort level with technology.

Technology and Infrastructure

Our platform is built on modern, scalable infrastructure designed for reliability and performance:

• Cloud-Based Architecture: Our systems run on redundant cloud infrastructure with automatic failover capabilities, ensuring high availability even during unexpected outages.
• Data Security: All customer data is encrypted in transit and at rest. We maintain SOC 2 Type II compliance and adhere to industry best practices for data protection.
• Call Quality: We use enterprise-grade VoIP infrastructure optimized for voice clarity and minimal latency, ensuring clear communication between customers and technicians.
• Integration Capabilities: For business customers, we offer API access and integration options with popular business software, ticketing systems, and communication platforms.

Commitment to Customer Success

At RelayFix Support, customer success is not merely a department—it is our fundamental purpose. We measure our performance not just by issue resolution rates, but by customer satisfaction, trust, and long-term relationships.

We publish quarterly transparency reports documenting our performance against service level agreements, average resolution times, customer satisfaction scores, and areas for improvement. When we fall short of our commitments, we acknowledge it openly and implement corrective measures.

Our business model aligns with your success. We grow when we solve problems effectively, when customers trust us with their most critical technical issues, and when we earn the right to be your long-term technology partner.

Contact Information

We welcome questions about our services, partnership opportunities, and feedback on your experience with RelayFix Support.

RelayFix Support
2219 Cedar St
Philadelphia, PA 19125
United States

Phone: +1 917 294 8260
Email: [email protected]
Business Hours: Monday-Friday, 6:00 AM - 10:00 PM ET