Support Policy

Email Support

There is never a charge for technical support.

It is our policy to do all support via email. Here's why:

Web: We find that very often we can answer questions by referring to specific pages on our Web site. It's hard to do that over the telephone.

Priority: Also, by using email, we can prioritize incoming questions, so the most critical problems can be addressed first.

Think: Finally, we like being able to think about a tough question before answering. That's hard to do when someone is waiting on the line for an immediate answer.
 

Contacting RTG

We'll be happy to answer any questions you have about RTG Bills and RTG Timer, or RTG Conflicts, either before or after you purchase the programs.

Click here to contact us.

Please include the following information:
  1. Who you are
    If the software was purchased under a different name or email address, please tell us that.

  2. What software you are using
    Is it RTG Bills, RTG Timer, RTG Conflicts, or something else?

  3. The version number of the software
    Regardless of the program, Help > About generally will tell you the version.

  4. What problem you encountered
    If you are getting an error message, try to include the exact wording of the message.

After you send your inquiry, you can expect a quick response. Sometimes, during business hours (on the West Coast of the U.S.), we respond within minutes. On occasion, it may take 24 hours. Beyond that, something is wrong.
 

No response?

You sent us a message, and 24 hours later you haven't received a response. Something is wrong!
  1. If your mailbox is full, you will never get our response. Send yourself a test message to see if it arrives.

  2. Make sure you are not blocking messages from rtgsoftware.com. Some overly-aggressive spam filters won't allow our messages through. Usually you can add rtgsoftware.com to a whitelist (allowed senders) to prevent this problem.

Every now and then we get a message from somebody who complains that we never answered their previous message. We answer every message! Perhaps we never received your message. Or maybe we sent a response and either it was blocked at your end or it was returned to us as undeliverable. If you don't hear from us, please make sure your email system is working.

If your email system works, try sending your message again. There is always a tiny chance that your message was "lost in the mail" or that we missed it in the flood of spam we receive every day.
 

Other Resources

There is a great deal of support information available on this Web site. The Support Page has links to this information.

For a comprehensive view of everything on the RTG Web site, look at the Site Map.

For RTG Bills, RTG Timer, and RTG Conflicts, there are two important sources of information available right in the programs:
  1. Program Help
    Select Help > Contents.
    Note the link to Other Topics in RTG Bills, which has detailed information about some of the more complex features of the program.

  2. Tutorial
    Select Help > Tutorial.
    Each tutorial guides you through the most common operations for that program.


 
 
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