Last updated: October 21, 2026
Tech support is a paid service. These terms apply to phone, text and remote desktop support from Amelong Heavy Equipment. Field service visits, parts and training are quoted separately.
What tech support covers
A technician helps you troubleshoot your equipment by phone, text or remote desktop. That can include reviewing symptoms and fault codes, walking you through tests and checks, reviewing diagnostic software, and recommending a repair. Support is advice and guidance; the work on your machine is done by you or your crew unless you book a field service visit.
Rates
- Standard (Monday to Friday, 6:00 a.m. to 4:00 p.m.): $100 for the first 30 minutes, then $25 per 15 minutes.
- After hours (before 6 a.m., after 4 p.m., and weekends): $150 for the first 30 minutes, then $37.50 per 15 minutes. This is 1.5 times the standard rate.
- Monthly retainer: priced and agreed in writing for each customer. A retainer agreement's terms apply where they differ from these.
Every session has a 30-minute minimum. We'll confirm which rate applies before we start. Rates may change; the rate confirmed at the start of your session is the one you pay.
Payment
We'll confirm how you'll pay before the session begins. Unless we agree otherwise, payment is due when you receive your invoice.
Dropped calls and connections
If a call or remote session disconnects, we'll try to reconnect with you. Time spent reconnecting isn't billed.
Remote desktop sessions
- We connect to your computer only with your permission, and you can end the session at any time.
- We access only what we need to work on your equipment problem, such as diagnostic software, fault codes and machine settings.
- We won't install software or change settings without asking you first.
- Please stay at your computer during the session and close anything you don't want us to see before we connect.
Safety and responsibility
- Follow your equipment manufacturer's safety procedures, including lowering attachments, shutting the machine down and locking it out before inspecting or working on it.
- Any work done on your machine based on our guidance should be done by a qualified person. You decide whether to perform a recommended test or repair.
- Remote troubleshooting depends on the information we can see and what you tell us. Some problems can't be fixed remotely. If a site visit is needed, we'll tell you, and it will be quoted separately.
Who provides support
Support may be provided by one of our in-house technicians or by an in-network service contractor. We'll tell you which.
Your information
How we handle the information you share during support is explained in our privacy policy.
Questions
Email Contact@amelonghe.com or call (562) 350-1009 before booking if you have questions about these terms.